Utilities are offering lots of new products and services to customers. Across the country, utilities are enticing customers with an array of smart grid tools, energy efficiency programs, service plans, energy options and new pricing plans. Concurrently the goals and expectations for sales penetration of these programs are rising. Utilities are seeking ways to better reach their customer base with valued offerings. This session will discuss data mining tools, communication gateways to promote product offerings, and effective messaging.

Penni McLean-Conner is vice president of customer care and energy efficiency for NSTAR. From an energy efficiency perspective, she is responsible for delivering a cost effective portfolio of electric and gas programs to 1.4 million customers.  In customer care, she is responsible for customer inquiries, billing, metering, credit and collections and energy services.  Penni has over 20 years in the utility business and is author of Customer Service: Utility Style.  Her most recent book, Energy Efficiency: Principles and Practices, was released in 2009.  She holds a BS in industrial engineering from North Carolina State University and is a registered professional engineer. In addition to serving as board chair and 2009 chair of CS Week, she is president of the Northeast Energy Efficiency Partnership, and serves on the boards of the Consortium for Energy Efficiency and New England Clean Energy Council, among others.