Customer Experience Strategy Service
Most recent content on this topic
The energy assistance customer journey: Mapping and improving the experience for low-income customers
Jamie Wimberly, Rachel Cooper, Ben Nathan, Lisa Schulte, Katie Ruiz | June 13, 2024
Join us to learn how you can use customer journey mapping to better understand the current customer journey and improve the low-income customer experience. We’ll discuss what everyone involved can do to make a difference, including utilities, agency partners, and customers.
Online event
LMI program enrollment improvements that make a difference
Ben Nathan | March 26, 2024
Enrolling in a utility program should be easy, quick, and stress-free for customers. Here are a few program enrollment improvement strategies that have been successful for Avista Utilities, Seattle City Light, and the Los Angeles Department of Water and Power.
Newsletter
Use data and collaboration to ensure the success of your crisis communications plan
Luba Abrams | March 26, 2024
With storms becoming more prevalent and severe, teams must collaborate to deliver accurate and prompt communications to customers, but it can be challenging to coordinate the flow of information. We explain how solutions from E Source Data Science and the Corporate Communications Service can help.
Report
Use CX principles to create a customer-focused decarbonization strategy
Luba Abrams | February 8, 2024
Customer experience (CX) is a key piece to help utilities meet their decarbonization goals. Grounding your programs and offerings in CX helps you drive program participation and build beneficial relationships with your customers. Learn how to apply CX principles to your decarbonization strategy.
Report
How to communicate to customers about wildfire risk and prevention
Liza Minor, Tom Lienhard | March 7, 2024
Learn how you can improve customer experience and reduce wildfire risk by openly communicating with your customers about your utility’s wildfire safety plans. Show customers what you’re doing to prevent fires and empower customers to do their own wildfire mitigation and preparation.
Report
Key highlights and memorable moments from the 2023 Forum
Sara Patnaude | December 12, 2023
The engagement and enthusiasm that was seen at the E Source Forum 2023 reaffirmed our industry’s dedication to continuous improvement and customer-centric innovation. In case you missed it, here are some highlights from the event.
Newsletter
How can residential customers lower their winter heating bills?
Joshua Sorensen, Robbie Johnson | November 27, 2023
We offer tips on how residential customers can lower their energy use and save money on heating this winter. We cover measures that customers can do themselves to keep heat in and the cold out. And we list other measures that contractors can do for them.
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