Adaptable customer engagement strategy for utilising energy flexibility

I. Ilieva, R. Matthews, P. Tobin, C. Valor, V.K. Moreno, L. Ruiz

International Journal of Sustainable Energy Planning and Management Vol. 44, pp. 30 - 46

Resumen:

This paper provides a comprehensive user engagement strategy for effectively involving energy users in the utilisation of flexibility resources. The strategy is composed of a set of engagement activities and practices, guided by a methodology grounded in social science principles, including actor-network theory and a hybrid collaboration approach. These methodological foundations support the design, implementation, and evaluation of the engagement process, which is tailored to enhance user recruitment, onboarding, and retention. The engagement strategy is adaptable and suggests customisation of engagements to suit different profiles. To measure the effectiveness and overall impact of the engagement activities, the strategy includes an evaluation component with proposed metrics. By applying the most suitable for the specific target group practices, the uptake of flexible energy usage can be facilitated.

Resumen divulgativo:

La investigación propone una estrategia social para involucrar a los clientes en la flexibilidad energética: combina teoría actor-red, colaboración híbrida, incentivos y métricas para alinear su consumo con la red y potenciar renovables.

Palabras Clave: Engagement strategy, Energy flexibility, Actor-network theory, Hybrid collaboration approach, Engagement metrics

Referencia DOI: https://doi.org/10.54337/ijsepm.8521

Publicado en papel: Junio 2025.

Cita:
I. Ilieva, R. Matthews, P. Tobin, C. Valor, V.K. Moreno, L. Ruiz, "Adaptable customer engagement strategy for utilising energy flexibility", International Journal of Sustainable Energy Planning and Management, Vol. 44, pp. 30 - 46, Junio 2025. doi: 10.54337/ijsepm.8521