Customer Experience Strategy Service
Most recent content on this topic
What’s your utility doing for customers, employees, and your community during COVID-19?
Joy Herbers | April 10, 2020
We’re tracking utilities’ responses to COVID-19. You’ve been doing a lot to communicate with, protect, and support your customers, employees, and community. You’re moving fast and we’re missing some admirable efforts. Add your goodwill to this public spreadsheet. And see what your peers are doing.
Report
How mature is VOC in the utility sector?
Eryc Eyl, Heather Hilgenkamp, Laura Beausire | August 4, 2021
How do your voice-of-the-customer (VOC) management practices stack up against other utilities’ practices? Data from the E Source 2020 Customer Experience Survey reveal strengths and opportunities for improvement in managing VOC.
Report
E Source adds predictive data science expertise through acquisition of TROVE
Sannie Sieper | February 11, 2020
This press release announces the E Source acquisition of TROVE Predictive Data Science, which delivers data-driven artificial intelligence solutions for utilities’ customer- and infrastructure-related challenges.
Press release
E Source announces acquisition of UtiliWorks
Sannie Sieper | February 5, 2020
This press release announces the E Source acquisition of UtiliWorks, a professional services advisory firm that focuses on the water, electric, and gas utility markets.
Press release
What does the future of the utility industry look like?
Wayne Greenberg | December 11, 2019
At the 2019 E Source Forum, we tackled some of the biggest issues facing utilities today, and we invited a few big names to the stage to share their views and, hopefully, spur our utility audience to action with an eye toward the future.
Newsletter
How BGE used E Source expertise to encourage employees to engage in improving the customer experience
Eryc Eyl | August 3, 2022
BGE used E Source research, resources, and customer experience (CX) expertise to engage employees in CX. As a result, the utility moved up three places among its peers in the J.D. Power Electric Utility Customer Satisfaction Study. Learn how you can replicate BGE’s success.
Report
How technology is transforming the employee experience
Eryc Eyl | December 11, 2019
When employees have the right empowerment tools, they're more satisfied, engaged, and productive. After her E Source Forum 2019 session, Martha Brown, portal product owner at Duke Energy, shared how she built an intranet that meets corporate and employee needs.
Report
Designing incentives and technology roadmaps for beneficial electrification
Ryan Odell | December 3, 2019
You've heard about the benefits of electrification to utilities, customers, and the environment. Now join us for the second web conference in our two-part series to learn about the incentives, economic tests, and technologies that can support your beneficial-electrification efforts.
Online event
How generational differences influence energy attitudes and communications
Kym Wootton | December 11, 2019
The era we grew up in influences our views. How do millenials, Gen Xers, and boomers communicate and learn at work? Our closing plenary highlighted the remarkable and entertaining insights from Dr. Elisabeth Nesbit Wagner’s research and expertise in generational differences and corporate culture.
Report
Achievements in Utility Customer and Employee Experience: 2019 winners
Lisa Schulte | January 8, 2020
After the Achievements in Utility Customer and Employee Experience session, ComEd's Arielle Resol talked about how the utility uses virtual reality modules for employee training and how the program helped increase employee satisfaction.
Report
