Customer Experience Strategy Service
Most recent content on this topic
Improve credit and collections operations
Bob Cooke, Jeffrey Daigle | July 24, 2024
In this webinar, we’ll discuss innovative approaches for improving your credit and collections efforts and arrears management. We’ll also share insights into the shifting consumer landscape.
Online event
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
E Source announces presence at CS Week Conference 48, celebrates client wins
Adarsh Nalam | April 23, 2024
This press release announces E Source’s presence at CS Week and celebrates Citizens Energy Group and City of Tallahassee, Florida, for winning Expanding Excellence Awards.
Press release
Heat-related disconnection moratoriums: Critical review and policy recommendations
Ben Nathan | May 9, 2024
In the summer of 2023, the City of Phoenix experienced 54 days of extreme heat – over 110 degrees. SRP began the process of reviewing its moratorium policy and practices to determine if a policy change was necessary. This process involved stakeholder interivews, customer surveys, and more.
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
Which customers are likely to buy an EV within the next five years?
Paige Martin Cox | April 25, 2024
Utilities need to know more about future EV buyers to design effective marketing campaigns that reach them. Our latest report delivers insights on the next wave of EV buyers.
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
