Customer Experience Strategy Service
Most recent content on this topic
Engaging employees in customer experience: Lessons from beyond the utility world
Eryc Eyl | April 23, 2019
What does it take to become truly customer-centric? How can utilities engage every employee to create an exceptional customer experience? What can utilities learn from other industries? Go beyond broadcasting, bribing, and badgering with an award-winning leader in employee and customer experience.
Online event
Forum 2018 Video: Why Buy-In Isn’t Enough to Create and Sustain Positive Culture Change
Eryc Eyl | February 5, 2019
E Source customer-centered culture expert Eryc Eyl explains that buy-in is inadequate to drive and sustain organizational change. Find out why and learn what you need instead to lead a customer-centered transformation at your utility.
Report
Even with leadership buy-in, CX implementation doesn’t always happen
Heather Hilgenkamp, Eryc Eyl | November 12, 2018
What steps can you take to better implement customer experience at your organization? This infographic has a few helpful recommendations, driven by findings from the 2018 E Source Customer Experience Survey.
Report
Optimizing a utility voice-of-the-customer program: Consulting case study
August 2, 2018
Learn how E Source Consulting & Advisory Services helped South Jersey Gas implement a comprehensive voice-of-the-customer program that increased the focus on customers throughout the utility and created an emphasis on data-driven decision-making.
Report
Virtual assistants can help utilities find their voice
Essie Snell | August 22, 2018
The market for smart speakers and virtual assistants is booming. For utilities, voice-control devices are worth paying attention to because of the smart home interconnectivity they enable as well as the unique marketing and communications opportunities they provide.
Newsletter
Voice-of-the-customer success: Consulting case study
August 9, 2018
Learn how E Source Consulting & Advisory Services helped a leading manufacturer of wire products for the building, energy, and original equipment manufacturing sectors create and implement a comprehensive voice-of-the-customer program that's building customer loyalty.
Report
Forum Video: SaskPower's Winning Combo of Analog and Digital Marketing
Joy Herbers | February 26, 2019
At the 2017 E Source Forum, Todd Lazurca, manager of communication services at SaskPower, talked about blending analog and digital content to create experiences for customers. Watch a video excerpt of Lazurca's Forum session to learn more about the utility's successful safety campaigns.
Report
Voice control changes everything: Why utilities should care about virtual assistants
Essie Snell | August 20, 2018
The market for smart speakers and virtual assistants is booming. For utilities, voice-control devices are worth paying attention to because of the smart home interconnectivity they enable as well as the unique marketing and communications opportunities they provide. Learn more in our white paper.
Report
Innovation Showcase: Focus on Blue Pillar
Matthew Burks | August 22, 2018
The third presentation in the Innovation Showcase series of the E Source Utility Innovation Partners Program features the CEO of Blue Pillar. Don't miss this opportunity to learn how Blue Pillar is helping businesses become more energy efficient, resilient, and self-sufficient.
Online event
Total planned DSM spending will decline through 2020
Liza Minor, Rachel Reiss Buckley | July 17, 2018
Utilities have significantly increased demand-side management (DSM) program spending in the past decade, but based on market data found in E Source DSM Insights, we expect overall spending to decrease from 2018 through 2020.
Newsletter
