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.