Customer Engagement Interest Group

Customer Engagement Interest Group

Women in Demand Management

Peak load management only works if we get customers to engage fully and at the scale needed to move the needle. The PLMA Customer Engagement Interest Group will address key areas of customer engagement for demand response programs. The group is focused on best practices to drive customer action (residential, commercial/industrial, and irrigation) and educate on offerings, whether technology-based, behavior change, dynamic rates, etc.

Specifically, the group will focus on the following key areas:

  • Customer experience;
  • Customer journey;
  • Taking programs to scale;
  • Personas;
  • Holistic approaches;
  • Targeted messaging; and
  • Customer satisfaction.

This Customer Engagement Interest Group will produce DR webinar and pre-conference workshops, attracting papers and presentations from utilities, trade allies, and consultants actively involved in the DR topics highlighted above. The group co-chairs are Scott Jarman, Austin Energy; Tracy Schmidt, Tennessee Valley Authority; Vanessa Richter, Oracle Utilities; and Diana Sefcik, Orange and Rockland.

Group Leadership

Scott Jarman, Austin Energy
Co-Chair
Scott Jarman
Austin Energy

Tracy Schmidt, Tennessee Valley Authority
Co-Chair
Tracy Schmidt
Tennessee Valley Authority

Vanessa Richter, Oracle Utilities
Co-Chair
Vanessa Richter
Oracle Utilities

Diana Sefcik, Orange and Rockland
Co-Chair
Diana Sefcik
Orange and Rockland


Upcoming Activities

Customer Engagement Interest Group Discussion, March 26
Behavioral Demand Response Programs with Scott Jarman, Austin Energy; Tom Hines, Arizona Public Service; Leigh Jarosinski, Baltimore Gas and Electric Company; and Julie Cain, CPS Energy, Thursday, March 26, 2020, 12:30 - 1:30 p.m. Eastern.  Learn more and register for the March 26 Dialogue.

Join the Customer Engagement Interest Group Meeting
at the 41st PLMA Conference in Scottsdale, April 20, 2020. Interest Group Activities are included with conference registration; you need not be a member to participate.


Archived Activities

Customer Engagement Interest Group Pre-Conference Meeting
Presented November 4, 2019 before the 40th PLMA Conference in St. Petersburg, FL
See 40th PLMA Resources for presentation links

Using Marketplaces to Drive Demand Response Adoption and Participation
with Scott Jarman, Austin Energy; Nicholas Lovier, Ameren Missouri; Kristen Kadetsky, Uplight; and Doug Kraft, Franklin Energy Services
Presented Thursday, October 31, 2019
CLICK HERE TO VIEW THE RECORDING

Customer Engagement Interest Group Pre-Conference Meeting
Presented May 13, 2019 before the 39th PLMA Conference in Minneapolis, MN
See 39th PLMA Resources for presentation links

Customer Engagement Interest Group Pre-Conference Meeting
Presented Nov. 15, 2018 before the 38th PLMA Conference in Austin, TX
See 38th PLMA Resources for presentation links

Customer Engagement Interest Group Pre-Conference Meeting
Presented April 16, 2018 before the 37th PLMA Conference in Coronado, CA
See 37th PLMA Resources for presentation links

Pre-Conference meeting at the 36th PLMA Conference in Cambridge, Mass. Nov. 13, 2017.
See agenda with presentation links.

Women in DM & Customer Engagement Joint Discussion: Journey to Understanding the Customer Experience
CLICK HERE to learn more and register and listen to the free recording

Founding Meeting, November 7, 2016, Delray Beach, Florida
The Group had its initial kickoff meeting during the pre-conference interest group meetings at the 34th PLMA Conference.


PLMA Interest Group membership is restricted to representatives from PLMA member organizations, but any organization is welcome to join PLMA. To add your name to this list and receive Group Communications, email [email protected].