The Role of CX in Getting More Customers on Time Varying Rates

Implementing modern rate structures, including Time of Use (TOU) rates, is a priority to meet regulatory mandates, manage a complex grid, integrate DERs, and achieve decarbonization targets. They are also a great way to save customers money and improve overall satisfaction with their utility.
Delivering a successful TOU program requires engaging and educating customers about what the new rates mean for them. In the case of opt-out programs, helping customers understand how their usage will affect their bills is very important. For opt-in programs, marketing and recruiting customers with personalized bill impact information is one of the most effective tactics.
At the heart of it all is delivering a positive customer experience. This session will provide an overview of a handful of successful rate modernization efforts across North America, best practices for utilities considering similar initiatives and how to provide choice and price satisfaction to customers through delivery of highly optimized rates.


Scott Engstrom, Chief Customer Officer, GridX

Scott Engstrom is the co-founder and Chief Customer Officer of GridX, the energy industry’s leading enterprise rate platform provider. He oversees the organization’s customer success, sales and business development functions and is responsible for ensuring a seamless experience across every touchpoint of the customer journey. Scott has more than 25 years of experience focusing on the utility and power industry, including as a portfolio manager with some of the world’s largest and reputable financial institutions. He is passionate about evangelizing the role of rate analytics and engagement in achieving utility decarbonization goals.


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