White Papers

Effective Engagement: Optimizing Utility Operations Through Customer Relationships

Categorized Under: Energy



This white paper by ICF International experts explores how to deploy tools and techniques that deliver and sustain effective customer engagement. Utilities that engage customers can improve both program performance and customer satisfaction, driving tangible results. All utilities interact with its customers, but in today's increasingly mobile, socially connected, data-rich, time-constrained world, are you effectively engaging your customers?

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Authored By

  • Jeff Adams

    Senior Vice PresidentICF International

    Jeff Adams is a digital technology and marketing executive with more than 18 years of experience advising and implementing analytic, IT and marketing solutions that benefit his clients, their customers and the environment. He specializes in the end-to-end delivery of data driven customer engagement and business processing operations focused on energy management, environmental management, energy modeling, and energy customer programs. He has led numerous engagements with U.S. federal, state, commercial, and multinational organizations, including Baltimore Gas & Electric, Chevron, ExxonMobil, Georgia Power, U.S. Department of Energy (DOE), and the U.S. Environmental Protection Agency (EPA).

    Mr. Adams and his technical team administer and deliver customer-centric and analytic solutions for large and complex residential, commercial, and industrial demand side management programs. His team specializes in customer insights, data driven digital marketing, turn-key system implementation and integration, and the applied use of technology and marketing to engage customers across their energy journey, yielding sustained participation, customer satisfaction and loyal customers.

  • Michael Whitaker

    Vice PresidentICF International

    Michael Whitaker joined ICF in 2012 as part of ICF's acquisition of the company he co-founded, Symbiotic Engineering, LLC. He is responsible for strategic development of innovative account solutions that rely on advanced data analytics to deliver actionable intelligence to clients. He also serves as the business lead for ICF's proprietary Strategic Intelligence Management System (SIMS), which delivers high-value analytical insights to clients across the Unites States.

    Dr. Whitaker has a Ph.D. in Civil Engineering from the University of Colorado–Denver and an M.S. and a B.S. in Civil and Environmental Engineering from Stanford University.

  • Andy Wolff

    Vice PresidentICF International

    Andy Wolff has been with ICF Ironworks for 6 years and has almost 20 years of program and project management experience in a number of industries, including energy, health insurance, manufacturing, telecommunications, and government. He is an experienced delivery executive with the ability to effectively manage stakeholder needs and expectations and manage a large delivery team to a common objective. Over the course of his career, Mr. Wolff has managed the business and technical aspects of large, strategic initiatives for fortune 50 companies, specializing in eBusiness initiatives. His project portfolio includes a variety of eBusiness initiatives, including web rebranding, consumer portal redesigns, portal consolidations, and architectural redesigns. While he has worked in a number of industries, his primary focus is in the energy industry.

Insight Details

Published: Nov 13, 2012
Authors: , , ,

Jeff Gibbons, Tony Silva


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