The tumult of 2020 onwards challenges us to think differently about how we do our work. How do we plan for uncertainties in the market? How can utilities serve customers better and with greater impact? Traditionally, the energy efficiency industry has focused on solving energy problems through customers, but this moment calls us to flip our perspective to focus on solving energy problems for customers. In this article, ILLUME Founder, Anne Dougherty, sits down with ILLUME evaluation experts Lisa LeBeau Obear and Pace Goodman to reflect on major changes in the energy industry and in our world and how analytics and evaluation tools can help us navigate these uncertain and challenging times, with customers at the forefront.