Vlocity and Salesforce commissioned Utility Dive’s Brand Studio to survey 215 retail energy sector professionals to better understanding emerging opportunities for residential customer engagement. The resulting report, published in September 2020, provides examples of how “seamless, coordinated, consumer-focused” energy efficiency programs can increase customer satisfaction.  The benefits and challenges of mapping customer energy journeys across multiple communication platforms using an integrated approach are reviewed. The results of the survey will be particular interest to utilities and industry players involved in energy management.
Key words: energy efficiency, residential IoT devices, utilities