What is the essence of effective customer engagement for utilities? Caroline Winn, Vice President of Customer Services and Chief Customer Privacy Officer at San Diego Gas & Electric (SDG&E) sums it up perfectly when describing their consumer engagement programs:

“We have found that to be successful, it is crucial to offer the right information to the right customers through the right channels at the right time to encourage participation.” 1.

It sounds very straightforward but what it takes to meet these requirements is no small task.