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Navigant Research Report Shows Global Spending on Customer Engagement Through Demand Side Management (DSM) is Expected to Reach $1.1 Billion by 2027

Posted By Brett Feldman, Thursday, May 31, 2018

Navigant Research Report Shows Global Spending on Customer Engagement Through Demand Side Management (DSM) is Expected to Reach $1.1 Billion by 2027

To enhance competitiveness and meet customer expectations of new technologies, utilities and retail suppliers should invest in customer-centric DSM products

A new report from Navigant Research examines the global market for customer engagement through DSM (CEDSM), providing market forecasts for spending segmented by region, through 2027.

As customer expectations grow for new technologies, so does the market for CEDSM products, making it easier for utilities and retail suppliers to engage with them. However, uncertainty in the long-term cost-effectiveness of these solutions remains a barrier to global adoption, in addition to region-specific competitiveness of a deregulated energy supply market. Click to tweet: According to a new report from @NavigantRSRCH, global spending on CEDSM is expected to reach $1.1 billion by 2027.

“Because of the changes in consumer expectations, utilities and retail suppliers are seeking DSM software solutions that can lower the cost-to-serve and improve customer satisfaction and engagement,” says Brett Feldman, principal research analyst with Navigant Research.

According to Navigant, to enhance CEDSM competitiveness and customer acceptance, utilities and service providers should focus on combining budgets and revenue streams to cover costs, transition to newer business models while complementing existing DSM programs rather than replacing them, and offering accurate building energy use models to build customer trust.

This report, Utility Customer Engagement through DSM, examines the global CEDSM market, with a focus on market drivers and barriers, case studies, and forecasts for residential and commercial and industrial (C&I) CEDSM spending. The study examines the trends related to CEDSM to highlight regional activities and approaches to behavioral DSM and utility marketplaces. Global market forecasts for spending, broken out by segment and region, extend through 2027. The report also profiles key CEDSM solutions providers and provides recommendations for utilities, retail suppliers, and vendors that aim to enhance CEDSM effectiveness.

Contact: Stefanie Bradtner

* The information contained in this press release concerning the report, Utility Customer Engagement through DSM, is a summary and reflects Navigant Research’s current expectations based on market data and trend analysis. Market predictions and expectations are inherently uncertain and actual results may differ materially from those contained in this press release or the report. Please refer to the full report for a complete understanding of the assumptions underlying the report’s conclusions and the methodologies used to create the report. Neither Navigant Research nor Navigant undertakes any obligation to update any of the information contained in this press release or the report.

Tags:  Behavioral  customer engagement  customer engagement digital  Customer Engagement Energy Efficiency  Customer Engagement Residential Programs  Customer EngagementResidential Programs  customer satisfaction  digital engagement  DSM  Energy Efficiency  energy efficiency programs 

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5 Types of Operational & Behavioral Energy Efficiency Programs Every Utility Should Know About

Posted By Mark Gentry, Wednesday, April 5, 2017

As the market for commercial energy efficiency programs matures, utilities across North America are investing in deeper and more comprehensive methods of maximizing energy savings for their business customers. Operational and behavioral based savings — which account for 30-50 percent of the total savings potential in commercial buildings — represent one of the most significant growth areas.

But engaging commercial customers requires a sophisticated understanding of their diverse needs. Large customers use 100x more energy than small businesses, and both groups span dozens of verticals and business segments. Bringing the right set of operational and behavioral solutions to these customers requires programs that are built for the needs of each segment – and more importantly, drives the action required to accomplish their savings objectives.

Even among industry leaders, you’ll find a wide range of differing information about the definition and function of various behavioral and operational programs. The below infographic identifies the most frequently seen offerings in the market today, their respective level of maturity and complexity, and the customer segments each program is best suited for.

Whether it’s optimizing building controls or steering business practice changes, operational and behavioral-based energy efficiency programs targeting the C&I sector require a diverse suite of services reflecting the unique characteristics and needs of each customer group. Energy analytics can support customer segmentation and engagement strategies across all these programs, enabling utilities to scale customer savings and participation across hundreds of thousands of businesses. By combining these approaches with integrated demand-side management solutions, energy providers are poised to accelerate energy efficiency adoption at a high volume, while holistically improving each customer’s energy use.


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Tags:  behavioral  commercial and industrial  commercial programs  operational programs 

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Alliant Energy Advisor wins 2016 MEEA Inspiring Efficiency Award

Posted By Laura Orfanedes, Thursday, February 25, 2016

Alliant Energy Advisor wins 2016 MEEA Inspiring Efficiency Award  

Pilot used Fiveworx software to increase program participation,

improve c-sat, and deliver energy savings

KNOXVILLE, Tenn., February 25, 2016—Fiveworx (, a digital customer engagement software company for the energy sector, today announced that client program, Alliant Energy Advisor, will receive the Midwest Energy Efficiency Alliance’s (MEEA) 2016 Education Award during MEEA’s Inspiring Efficiency Awards Dinner tonight in Chicago, IL. The award is presented to an organization that has developed and implemented a campaign, program, or strategy to increase knowledge and action on energy efficiency.

Alliant Energy in Wisconsin (WI) began piloting Fiveworx email marketing and marketing automation software in 2014 to address common barriers to energy efficiency, drive customer engagement, and increase energy efficiency program participation.  An independent evaluation of the pilot’s first nine months showed that Alliant Energy customers in the treatment group:

·       Exceeded enrollment expectations.

·       Participated in WI’s Focus on Energy program at double the control group’s rate.

·       Reported increased satisfaction with Alliant Energy and high satisfaction with the pilot         experience.

·       Achieved aggregate savings of roughly 525,000 kWh and 32,000 therms.

“The customer segmentation that underlies the Fiveworx platform allows us to talk with our customers in a more personalized way,” said Jeff Adams, team lead-customer programs and business support at Alliant Energy. “We can see that they are responding because they are taking more steps to save energy and indicating a higher degree of satisfaction with us.”

The WI Public Service Commission approved a second year and expansion of the pilot in 2016.


Fiveworx is a customer engagement platform that was purpose-built for the energy sector. Our email marketing and marketing automation software features persona-based messaging created specifically to tap into energy customers’ deeper emotional drivers and motivate them to act, resulting in increased utility program participation, improved customer satisfaction, and energy savings. Visit to learn more.


Alliant Energy Corporation (NYSE: LNT), headquartered in Madison, Wis., provides regulated electric and natural gas service to approximately 950,000 electric and 410,000 natural gas customers in more than 1,200 communities across Iowa and Wisconsin. Alliant Energy’s mission is to deliver the energy solutions and exceptional service customers and communities count on – safely, efficiently and responsibly. Interstate Power and Light Company and Wisconsin Power and Light Company are Alliant Energy’s two public utility subsidiaries. For more information, visit


Tags:  #MES2016  Behavioral  Customer Engagement  DSM  Energy Efficiency  Fiveworx  Jamie Lalos 

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Apogee Interactive Named a Leading Behavioral Demand-Side Management Vendor

Posted By Karen Morris, Wednesday, December 16, 2015

Navigant Research publishes Behavioral and Analytical Demand-Side Management report

ATLANTA, (Dec. 16, 2015)Apogee Interactive has been named a leading vendor of behavioral demand-side management (DSM) programs to energy utilities, according to Navigant Research’s recent report, Behavioral and Analytical Demand-Side Management.

Navigant Research, a market research and consulting firm that provides analysis of global clean technology markets, defines behavioral DSM as utilizing “behavioral sciences and data analytics to engage customers and promote energy saving actions that can reduce load, encourage more efficient energy use, foster program participation, and reduce energy bills.”

Apogee was among the first companies to develop sophisticated algorithms to analyze utility customer energy use online and offer tailored energy saving recommendations, explain customers' energy bills in detail, and promote utility energy efficiency programs -- at the dawn of Internet use in the early '90s.

"We started the company 23 years ago using digital technology to help utilities educate their customers on energy efficiency," said Susan Gilbert, co-founder, president and chief executive officer of Apogee. "Today Apogee provides a complete digital engagement platform that communicates personalized information to each utility customer regarding their energy use, what's driving any changes in their monthly energy bills, and how they can start saving on energy costs immediately," she explained. "Our platform leverages the timeliness and convenience of multiple communications channels including texts, personalized video messaging through email, IVR and self-service tools on the utility's website."

Navigant Research’s Behavioral and Analytical Demand-Side Management report assesses the market drivers, technology trends, competitive landscape, and global market forecasts in the expanding field of DSM, and profiles Apogee as one of three leading behavioral DSM vendors.

“Behavioral DSM methods have recently emerged as discovering and promoting energy savings tools with the potential to reduce costs for energy consumers,” says Paige Leuschner, report author and research associate with Navigant Research. “In addition to being a tool for energy savings, utilities are also using DSM as a means for expanding solution offerings and enhancing customer engagement and satisfaction.”

"It's always been about helping utilities help their customers," Gilbert said. "The more consumers understand their energy use and participate in the utility's programs, the more they can take control of their energy costs and the more satisfied they become with their energy provider. Digital technologies today allow us to engage consumers faster, more effectively, reduce operating costs, and achieve a better result for all," Gilbert said.


About Navigant Research

Navigant Research, the dedicated research arm of Navigant, provides market research and benchmarking services for rapidly changing and often highly regulated industries. In the energy sector, Navigant Research focuses on in-depth analysis and reporting about global clean technology markets. The team’s research methodology combines supply-side industry analysis, end-user primary research and demand assessment, and deep examination of technology trends to provide a comprehensive view of the Energy Technologies, Utility Transformations, Transportation Efficiencies, and Buildings Innovations sectors. Additional information about Navigant Research can be found at

Media Contacts:  Karen Morris, Apogee Interactive, 678-684-6801,

                           Lindsay Lorenz, Navigant Research, 303-493-5477,

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Tags:  Analysis  Behavioral  DSM 

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