Over the past decade, the overarching story of the North American grid has been its rapid evolution to become more distributed, digital and decarbonized. Today, utilities are rethinking the role of the customer in the transition toward a more flexible grid, and recognizing that customers are unique, individual participants in the grid of the future. Utilities need to understand their customers’ priorities, and turning to technology may be the key to ultimately achieving mass scale load flexibility. In this playbook, we explore: 

• Customer engagement as a fundamental utility priority
• Understanding the customer: how one audience has great potential
• Personalization and automation: eco+ delivers improved customer engagement

​