Why Customer Engagement is Now a Business Imperative (Not Just Marketing) Part 3

AESP + Brillion

“Support program enrollment.” “Reduce call volume.” “Build awareness.” These program objectives are common, but they make it nearly impossible to measure whether engagement efforts are working or to build business cases for ongoing investment. Many utilities also lack the attribution systems and baseline data that would enable clear ROI analysis. This session provides frameworks for defining measurable objectives and demonstrating value—even when perfect attribution isn’t possible.

What You’ll Learn

• How to translate program needs into measurable engagement objectives with clear success criteria
• Strategies for establishing baselines and demonstrating value when perfect attribution isn’t possible
• Why some marketing metrics (customer trust, relationship strength) matter for long-term program success
• Building business cases that justify sustained investment beyond one-off campaigns

About the Speaker

Alex Corneglio
VP, Product Management
Brillion