Why Customer Engagement is Now a Business Imperative (Not Just Marketing)

AESP + Brillion

Utilities face mounting pressure from multiple directions: demand is growing, infrastructure budgets are constrained, and regulators expect measurable results. Meanwhile, customers represent untapped grid resources who could help address these challenges—but only if utilities can engage them strategically and effectively. The challenge is that customer engagement often operates on annual marketing schedules while programs run on different timelines, creating a disconnect between strategy and execution. This session explores why effective engagement requires coordination across departments, not just delegation to marketing teams.

What You’ll Learn

• How to align objectives, goals, messages, and content when multiple departments need different outcomes
• Why every customer touchpoint creates strategic engagement opportunities beyond traditional marketing campaigns
• What changes when engagement is treated as core business strategy rather than promotional support
• Practical approaches for program managers to work more strategically with marketing teams

About the Speaker

Alex Corneglio
VP, Product Management
Brillion