David Mills presented Puget Sound Energy’s journey toward building customer engagement strategies.

Panelists discussed key findings from SECC's Beneficial Electrification: The Voice of the Consumer report, including consumers’ concerns around electrification and how to understand the difference between beneficial electrification versus electrify everything. Panelists also discussed the climate change-related messages that resonate best with consumers. You can view the Beneficial Electrification League's "What is BE?" animated video here. View the panel recording here.

Panelists discussed modern residential energy consumers, their values and interests, and how they navigate the many options available to them today. Panelists also explored innovative programs to address consumer expectations around their energy usage and ideas for assisting consumers struggling to pay their bills. View the panel recording here.

Panelists explored the impact of the digital divide on customer engagement in the energy industry and the energy burden of lower-income consumers. Panelists also discussed opportunities for stakeholders to take advantage of digital platforms and data to provide sustainable solutions for addressing energy poverty. View the panel recording here.

In a session led by Matt Silverman, Senior Partner at ICF Next, who helps regulated organizations and other Fortune 500 companies manage their brands in today’s complex word, he explored key lessons we can learn from other industries navigating 2020 like how successful companies engage with customers in times of turbulence, who customers and employees really trust these days, how organizations invest in and maintain their reputation in a turbulent world and how we navigate the “new normal”. View the recording here.

In this session, utilities discussed their plans for decarbonization and how they are getting consumers involved in developing a cleaner grid. Panelists also discussed strategies for helping the most vulnerable customer segments during this transition.