The More the Merrier? Understanding & Improving CX in Multiple DSM Programs
Presented by Uplight
The More the Merrier? Understanding & Improving CX in Multiple DSM Programs
As utilities expand their demand-side offerings, they’re offering customers a variety of programs, including EV managed charging, time-of-use rates, demand response, and more. Customers are increasingly enrolled in multiple programs at once—but they are missing a coordinated experience tying them together.
This workshop addresses the fragmented customer experience (CX) for households in multiple utility programs. Research with 21 homeowners found that while incentives are key motivators, lack of program coordination makes it hard for customers to understand their full impact. The session will share research takeaways, identified customer segments, and actionable strategies for creating a personalized, integrated, and delightful multi-program experience.
Speakers
”Emily
”Director
Emily Rich is the Director of Product Marketing at Uplight, where she drives the go-to-market strategy for Uplight’s solutions. Bringing over a dozen years of experience in the clean energy sector, Emily previously held roles at Dominion Energy and Puget Sound Energy. Her experience spans product development, program management, and public policy roles, all focused on accelerating the transition to clean energy. Emily holds a Master of Public Administration from the University of Washington and a Bachelor of Science in Biology from the University of North Carolina at Chapel Hill.
”Elizabeth
”Partner,
Elizabeth Korb is a Partner at Popsicle Labs, a UX research and design consultancy focused on the energy industry. She helps utilities and energy technology organizations better understand customer needs and translate research insights into improvements for programs, products, and customer experiences. With more than a decade of experience in mixed-methods research and product design, she helps teams navigate complexity and make customer-centered decisions that drive business outcomes. Elizabeth holds a BFA in Communication & Interaction Design from Washington University in St. Louis and is a certified home electrification volunteer coach.