The perks of being a member
When you’re a member of the E Source Customer Experience Strategy Service, we’ll help you assess your utility’s customer experience (CX) maturity, prioritize improvement efforts, operationalize CX changes, and measure employee and customer satisfaction. With the service, you get:
- Guidance on where you are in your CX journey when it comes to customer support and CX activities with direction on which CX initiatives should be prioritized next
- Insight to how other utilities are approaching CX strategy, governance, budget, and structure to ensure you make the most of CX opportunities
- The research and resources you need to stay on top of CX business opportunities
Ask our experts unlimited questions
Answers from our CX experts can help you develop a customer-centric organizational structure, engage employees in CX initiatives, identify relevant CX metrics, craft intent statements, and manage customer journeys. Learn more about our Ask E Source program (
Access our library of research
You’ll gain access to our reports and thought leadership papers to help you prioritize your customer and employee experience efforts, build your CX strategy, and improve customer satisfaction. Facilitated information-sharing sessions with our experts and your peers will ensure that you’re meeting your customers’ needs.
Use our exclusive CX-related tools
Track your CX journey over time with the CX Maturity Assessment and find out what to prioritize next. Based on your results, we’ll recommend resources to support you at every stage.
Be part of our benchmark studies and other proprietary market research
Participate in the Customer Experience Survey and compare your utility’s CX efforts to those of other utilities as well as to leading business practices.
Attend our free CX-focused events
Collaborate and interact with industry experts and your peers at topically relevant meetings as well as our annual E Source Forum. Recent topics include how to turn customer feedback into action, how to transform your organizational culture through CX, and how to create an empathy map that helps you understand your customer before you design a product or experience.
What our customers are saying
Our organization was taking its first steps in CX program development, so E Source was a perfect partner. Their consultants have worked in the industry and could relate to our challenges, which led to targeted support and strategic direction. The best part was that their advice aligned with our specific objectives … regardless of whether that resulted in future revenue streams for them.
Domenic Marinelli
Customer Experience and Energy Planning
The on-site guidance and assistance by E Source was just what we needed. It helped focus our efforts in the right places and took our strategic planning for customers to the next level. In fact, we have seen positive benefits already as our voice-of-the-customer survey scores have increased nicely. Well done!
Laura Campbell
VP of Customer Delivery
Recommended CX membership bundles
| If you want to … | Then you need … |
|---|---|
| Ensure that your call center and customer service operations exceed expectations | E Source Contact Center Optimization Service |
| Ensure that your online presence can keep up with customers’ rising demands | E Source E-Channel Service |
| Use social channels to improve CX and deflect inbound calls from your contact center | E Source Corporate Communications Service |