2Q 2018

Utility Customer Engagement through DSM

Residential and C&I Customer Engagement DSM: Market Drivers and Barriers, Competitive Landscape, and Global Market Forecasts

The widespread adoption of digital media tools has changed the way that consumers interact with service providers of all types. Yet, direct communications between utilities and their customers have been limited to a monthly bill and negative events such as power outages or unexpectedly high bills. This history has led to low customer satisfaction. Because of the changes in consumer expectations, utilities and retail suppliers are seeking demand-side management (DSM) software solutions that can lower the cost to serve and improve customer satisfaction and engagement.

Multiple market drivers are leading to increased utility customer engagement through DSM (CEDSM). These drivers range from changes in customer expectations to the availability of new technologies making it easier for utilities to engage customers. Drivers vary from country to country due to the competitiveness of the deregulated energy supply market in some regions. However, concerns exist about the performance and results of these solutions. Utilities willing or required to invest in DSM programs are unsure about long-term effects and how customers will take to these technologies. The greatest international barrier to increased customer engagement is the uncertainty around whether it will cost-effectively reduce churn and increase customer retention in deregulated markets.

This report 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.

Pages 52
Tables | Charts | Figures 19

  • What market drivers are incentivizing customer engagement through demand-side management (CEDSM) to expand in the US and abroad?
  • What factors may inhibit CEDSM expansion?
  • What new technologies and program models are spurring the adoption of CEDSM?
  • How quickly will CEDSM grow in various regions around the world?

  • Behavioral demand-side management (DSM) vendors
  • Utility marketplace vendors
  • Smart thermostat vendors
  • Utilities
  • Retail energy suppliers
  • Government energy agencies
  • Investor community

1. Executive Summary

1.1   Introduction

1.2   Market Drivers

1.3   Market Barriers

1.4   Recommendations

1.5   Market Forecast

2. Market Issues

2.1   Background on Utility Customer Engagement through Demand-Side Management

2.1.1   Utility Customer Engagement Big Picture

2.1.2   Customer Engagement through DSM

2.2   Market Drivers

2.2.1   Changing Customer Expectations

2.2.2   Customer Satisfaction and J.D. Power Scores

2.2.3   Changing Utility Business Model

2.2.4   New Technology and Services Available for Engagement

2.2.5   Bring Your Own Device DSM Programs

2.2.6   Increased Acceptance of Behavioral DSM

2.2.7   Energy Disaggregation

2.2.8   Gamification of Energy Savings

2.2.9   Energy Efficient Appliance Marketplaces

2.2.10   Instant Rebates

2.2.11   Deregulation

2.2.12   Using Customer Engagement for Grid Management

2.2.13   Ability to Better Serve Low and Moderate Income Customers

2.2.14   International Drivers

2.3   Market Barriers

2.3.1   Lack of Regulatory Incentives

2.3.2   Regulatory Skepticism and Challenges of Verifying Savings from Behavioral Programs

2.3.2.1   Savings Attribution

2.3.3   Utility Operations

2.3.3.1   Technical Barriers

2.3.4   Direct-to-Consumer and Non-Energy Focused Offerings

2.3.5   Utility Data and Control Sharing Challenges

2.3.6   Lack of Familiarity with Consistent Engagement

2.3.7   International Barriers

2.4   Case Studies

2.4.1   Pacific Gas and Electric

2.4.2   DTE Energy

2.4.3   EDF Energy

2.4.4   Origin Energy

3. Key Industry Players

3.1   Overview

3.2   Agentis

3.3   Apogee

3.4   AutoGrid

3.5   Bidgely

3.6   C3 IoT

3.7   CEIVA

3.8   Centrica Connected Home

3.9   energyOrbit

3.10   EnergySavvy

3.11   Enervee

3.12   FirstFuel

3.13   GreenHome

3.14   GreenPocket

3.15   Grid4C

3.16   Itron

3.17   Landis+Gyr

3.18   Nexant

3.19   OhmConnect

3.20   ONZO

3.21   Oracle

3.22   Powerley

3.23   Schneider Electric

3.24   Simple Energy

3.25   Smappee

3.26   Tendril

4. Market Forecasts 

4.1   Forecast Introduction

4.2   Assumptions Guiding This Forecast

4.2.1   A Note on Report Scope and Market Sizing

4.3   Global CEDSM Spending

4.4   Conclusions and Recommendations

4.4.1   Utilities and Retail Suppliers

4.4.2   Vendors

5. Acronym and Abbreviation List

6. Table of Contents

7. Table of Charts and Figures

8. Scope of Study, Sources and Methodology, Notes

  • Customer Engagement DSM Spending by Region, World Markets: 2018-2027
  • Share of Customer Engagement DSM Spending by Region, World Markets: 2018
  • Share of Customer Engagement DSM Spending by Region, World Markets: 2027
  • CAGR of Customer Engagement DSM Spending by Active Region, World Markets: 2018-2027
  • Residential Customer Engagement DSM Spending by Region, World Markets: 2018-2027
  • C&I Customer Engagement DSM Spending by Region, World Markets: 2018-2027
  • PG&E’s Materiality Matrix
  • Enervee Energy Score for Washing Machines
  • Electricity Insight App Screenshots without Energy Bridge and with Energy Bridge
  • EDF Energy Gas and Electric Tariffs
  • EDF Energy Connect + Control2
  • Examples of Origin Emails as Part of Bidgely Pilot
  • Home HQ Product from Origin

  • Customer Engagement DSM Spending by Region, World Markets: 2018-2027
  • Residential Customer Engagement DSM Spending by Region, World Markets: 2018-2027
  • C&I Customer Engagement DSM Spending by Region, World Markets: 2018-2027
  • Share of Customer Engagement DSM Spending by Region, World Markets: 2018 and 2027
  • Growth of Customer Engagement DSM Spending, Year-over-Year, World Markets: 2019-2027
  • CAGR of Customer Engagement DSM Spending by Region, World Markets: 2018-2027

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