Customer Experience Strategy Service
Most recent content on this topic
E Source announces top electric and gas company IVRs for 2016
Kym Wootton | June 15, 2016
This press release announces the results of the E Source Review of North American Electric and Gas Company IVRs: 2016.
E Source completes utility industry’s first omnichannel study
Kym Wootton | April 18, 2016
This press release announces the release of results from the industry-first E Source Omnichannel Survey.
Change Management for Utilities: The Why and How (Recording)
Matthew Burks | March 3, 2016
Join us for a utility-only web conference covering the principles and best practices of utility change management. We’ll discuss the principles behind change management as a discipline, explore best practices from other industries, and dive into utility-specific case studies.
Case study
Do customers understand their utility bill? Do they care? What utilities need to know
Bill LeBlanc | January 21, 2016
Learn how clearer bill communications and education around energy terminology can engage customers in energy usage.
Newsletter
E Source Releases DSM Industry Benchmarking Report
Kym Wootton | November 4, 2015
This press release announces the release of the 2014 DSM Achievements and Expenditures benchmark.
Innovative residential rate design and pricing
January 8, 2016
This E Source market research study provides utilities with critical customer insights as they consider changes to residential rate structures and pricing options.
Omnichannel Survey
E Source assessed the omnichannel efforts of the utility industry across eight customer-facing channels. Our survey looks at the health and integration of those channels from a representative sample of US and Canadian residential customers and their utilities. E Source members can view the results.
Customer engagement through smart meter portals
Beth Hartman, Bill LeBlanc | February 2, 2015
The key to customer engagement in smart meter data is presenting this information effectively, which can be done through website portals that are compelling, actionable, and available on customers’ preferred communications channels.
White paper
Apples and oranges: Aggregating data from electricity-conservation programs
Bryan Jungers, Tim Stout | March 7, 2014
E Source has been collecting information about demand-side management (DSM) program performance to answer powerful questions about the industry as a whole. We're addressing big-picture questions about our industry by taking a data-driven approach to industry analysis and benchmarking.
White paper
E Source customer experience glossary
Akila Sarathy, Jeffrey Daigle, Eryc Eyl | 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!
Report
