Recorded Webinar

On Demand - Maximizing Beyond-the-Meter Revenue Opportunities [an Energy Central PowerSession™]

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The ‘Energy Central PowerSessions™’ are live, interactive panel discussions bringing together leading experts in the industry to tackle an important issue facing the electric power utilities....

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  • Dec 29, 2020

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Expert round table discussing Beyond-The-Meter Offerings for utilities.  Providing insights into ways on how utilities can strengthen customer ties and create new revenue streams.


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Why View: 

Electric utilities are deploying an array of beyond-the-meter offerings to further strengthen customer ties and create new revenue streams. The new focus on home as a result of the pandemic means that customers increasingly look to their utility to provide reliable electricity and beyond-the-meter services that provide peace of mind in uncertain times. In this PowerSession, three experts discuss beyond-the-meter opportunities--including e-commerce and home warranty programs--and present business case studies that demonstrate how services like these can be designed, deployed and grown. 

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Key Takeaways:

  • Gain insight into the array of beyond-the-meter offerings, including e-commerce and home warranty programs
  • Learn about the latest research into customer satisfaction with beyond-the-meter offerings
  • Understand how beyond-the-meter offerings can be scaled to allow for growth over time
  • Receive practical tips on how best to monetize beyond-the-meter offerings


David Wagman,  Independent Journalist and Analyst  

David Wagman is a Denver-based energy journalist who writes extensively for national and international publications on all forms of electric power generation, utility regulation, business models, fuels, and transmission and distribution.

Panel members:

Rob Gilpin, Director of Business Development, American Water

Rob Gilpin, for over 25 years, has been helping utilities including Georgia Power, Eversource, Ameren, Oncor, Avista, Alabama Power, Alliant Energy, Xcel Energy, JEA and OUC improve both Customer Experience and Customer Engagement.  In his current role at American Water Homeowner Services as Director of Business Development, Rob works closely with both Electric & Gas utilities by assisting them in developing, or enhancing, their Behind The Meter solutions as a way of generating non-usage revenue while increasing customer satisfaction.    

Russ Henderson, Senior Research Manger, Chartwell, Inc. 

Russ Henderson tracks trends and identifies best practices proven to help utility companies become and remain leaders in customer satisfaction and customer experience, through industry and consumer surveys, interviews and group problem solving, . Russ facilitates Chartwell’s Outage Communications Leadership Council, a utility-only peer group with more than 40 utility members, and serves as content advisor for Chartwell’s PowerUp Outage Communications Conference.

Mark Wilkinson, SVP Products, Ibex Digital

Mark Wilkinson has been helping utilities and their customer experience teams transform customer journeys,  decode customer insights and enhance revenues for nearly 15 years.  At Ibex, Mark leads the teams delivering Customer Experience and eCommerce solutions for Utilities and other regulated industries, specializing on amplifying the connection between businesses and their customers.

Thanks to our sponsors for your help in supporting this event: 

American Water Homeowner Services is a division of American Water, the largest publicly traded Water utility in the United States.  American Water Homeowner Services provides custom designed warranty programs designed specifically for utilities that protect homeowners, and their budgets, from the high cost of home repair.  We partner with over 35 utilities and municipalities providing value added services that increase customer satisfaction while generating non-usage revenue. 

Ibex, the global CLX leader, connects the world’s leading brands with their customers.  We specialize in delivering powerful customer engagement and insight solutions to amplify the value of our clients to their customers.   Our Utility practice builds custom solutions for the entire lifecycle from New Connections and a fully stocked eCommerce marketplace to drive incremental revenue and CSAT, to all-channel digital outreach and enterprise-class Voice of the Customer and survey solutions that deliver customer intelligence.  Ibex helps clients build the modern Utility CX their customer demand.


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