Customer Experience Strategy Service
Most recent content on this topic
Huntsville Utilities Knows How to Win Back Customers
Lisa Schulte | February 1, 2018
When Huntsville Utilities’ customers began driving to its office because it was quicker than calling customer service, the utility knew it needed to make some changes. Customer service manager Kim Torres explains the tactics Huntsville Utilities used to rebuild its relationship with customers.
Report
How do you attract next-generation utility customers?
Keenan Samuelson | January 24, 2018
Utilities may be the only companies that can deliver energy, but they're not the only ones that can deliver energy-related experiences. New competitors are entering the market almost every day, edging out utilities.
Newsletter
2018 E Source Summit for the Tennessee Valley
January 18, 2018
In April 2018, we brought Tennessee Valley utility peers together for a day of collaboration focused exclusively on your LPC, your customers, and the changes taking place across the utility industry. Download the presentations from the event.
How do utilities manage customer emails?
Keenan Samuelson | August 1, 2019
We reveal how utilities handle email inquiries by citing examples, best practices, and market research. We also identify a few third-party vendors that utilities can use for email management.
Ask E Source answer
What technologies will influence the future of utility customer experience?
Keenan Samuelson | October 29, 2017
In this answer, we describe two categories of technological innovation that are likely to change the way utilities interact with their customers.
Ask E Source answer
Utility websites are becoming more user-friendly, mobile-optimized according to a 2017 E Source study
Kym Wootton | August 1, 2017
This press release announces the top-ranked websites in the E Source Review of North American Electric and Gas Company Residential Websites: 2017.
Press release
E Source Innovation in Customer Design Awards
Learn more about the E Source Innovation in Customer Design Awards.
CX 101: Measuring your maturity
Lisa Schulte | July 6, 2021
Learn about the E Source CX Maturity Assessment and how we plot results on our maturity matrix. Understand why maturity is an important measurement for improving your customer experience (CX), what your results mean, and what to do now to reach your CX maturity goals.
Report
ABCs of CX
Jeffrey Daigle | May 24, 2017
If you’ve ever had a conversation with a CX professional, you’ve probably been barraged by buzzwords. This e-book is a primer to help you get fluent in the language of CX. Check out the complete E Source Customer Experience Glossary to learn the meanings of more than 100 CX-related terms.
Ebook
CX Maturity Assessment
February 15, 2017
Answer a few questions and see where your utility falls on the E Source customer experience (CX) maturity matrix. Identify actionable next steps to achieve your CX goals. Use your results to support strategic conversations and build the business case for CX within your utility.
