Building Trust Through Education: Reducing Customer Barriers in Energy Efficiency Programs

Presentation

Wednesday, April 15, 2026

10:30 AM - 12:00 PM

Location: B130 (Level 1)

CE: 1.5

CEU Type(s): BSI, INTERNACHI, NARI, RESNET

Jim Heffron

Director, Energy Efficiency Programs
Walker-Miller Energy Services
St Charles, Illinois

Slides
Liz Connolly

Manager, Energy Efficiency
ComEd
Oak Brook, Illinois
Erika Dominick (she/her/hers)

Senior Manager, Market Development Initiatives
Walker-Miller Energy Services
Detroit, Michigan
John Pady

Chief Program / Expansion Officer
Community & Economic Development Association of Cook County (CEDA, Inc.)
Chicago, Illinois
Robert Rusteberg (he/him/his)

Residential Energy Efficiency Program Supervisor
Ameren Illinois
Urbana, Illinois

Customer education plays a critical role in energy efficiency program success. This panel brings together utility, program implementer, and contractor development perspectives to explore how coordinated and persistent customer education can reduce customer barriers. Panelists will discuss how marketing, program design, and contractor engagement strategies work together to set expectations, build trust, and improve customer readiness. Attendees will hear how utilities and implementers are supporting contractors and customers with tools, messaging, and program structures that make customer conversations more effective. The session highlights practical approaches that help customers feel informed and confident from sign up through project completion.

Learning Objectives:

By attending this session, attendees will:

Identify common customer barriers that limit participation and follow‑through in energy efficiency programs, from awareness through project completion.
Explain how utilities, program implementers, and contractor development efforts each contribute to effective customer education.
Examine how program design and contractor engagement strategies work together to set clear expectations and improve customer readiness.