Jeffrey Daigle is an expert on contact center operations, customer experience, channel design, operations, digital engagement, and journey mapping. For Jeffrey, all channels can serve to delight the customer, transform behavior, and result in positive outcomes for both the customer and the organization. When he isn’t evangelizing customer experience, working on a consulting project, or writing an article, Jeffrey is dissecting the latest technology. He holds a BAS in communication and French from the University of Colorado and is a Certified Customer Experience Professional (CCXP).
Jeffrey Daigle
Managing Director, Management Consulting
Topical expertise
Contact center operations
Interactive voice response (IVR) systems
Customer experience (CX)
Customer journey mapping
Content by this author
Improve credit and collections operations
July 24, 2024
In this webinar, we’ll discuss innovative approaches for improving your credit and collections efforts and arrears management. We’ll also share insights into the shifting consumer landscape.
E Source customer experience glossary
November 9, 2023
This glossary of customer experience (CX) terms will help you understand common CX buzzwords that you may be unfamiliar with. We’ll continue to make updates, and we encourage you to send us your definitions and recommendations. We’re all better off when we’re speaking the same language!
Beyond empathy: When ethnographic research gets personal
April 25, 2023
I didn’t know it when I was a kid, but I grew up in a low-income household. And that lived experience has enabled me to see the value of ethnography for utilities and their vulnerable customers. In this post, I explain how E Source and the Edison Electric Institute partnered on an important project.
Enhancing the customer experience of upgrading an electric service panel
February 22, 2023
Customers probably don’t consider upgrading their electric service panel because they’re out of sight, out of mind. But they may be ready for an upgrade. Read our recent report with the Building Decarbonization Coalition to learn how to enhance the customer experience of upgrading electric panels.
37.2 million reasons why utilities need to change their LMI approach
November 15, 2022
To best serve low- and moderate-income (LMI) customers, we need to understand them at a granular level and remember that they’re humans. Here we share our three-step process for improving how you’re connecting with LMI customers and enhancing their customer experience.