Customer experience (CX)
Most recent content on this topic
The low- and moderate-income customer energy assistance journey
Ben Nathan | April 23, 2025
Join us to learn about this landmark, energy assistance LMI customer journey mapping multiclient study, its key findings, and recommendations.
Online event
Refreshing the way we bill: Prepay energy customer survey
Patrick Woodworth | December 11, 2024
Hear from Jamie Wimberly, one of the foremost experts on prepay energy, as he leads this webinar by providing an overview of prepay energy, the details of the annual customer survey of the Prepay Energy Working Group, and what it means to the utility industry.
Online event
E Source Announces Utility Award Winners at Forum 2024
Adarsh Nalam | October 15, 2024
This press release announces the winners of the E Source Utility Awards at Forum 2024.
Press release
Transforming engineering and construction for better customer experience
September 9, 2024
This case study explains how E Source helped a municipal electric utility transform its engineering and construction, resulting in a $60 million increase in CIAC revenue with a 50% reduction in overtime and truck rolls.
Case study
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
Utilities use segmentation to improve the business customer experience
Sannie Sieper | February 8, 2024
This press release announces the results of the E Source 2023 Account Management Assessment. This voice-of-the-utility study compares account management departments and performance, giving clients valuable insight into how their organization and the industry at large are serving business customers.
Press release
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
Key highlights and memorable moments from the 2023 Forum
Sara Patnaude | December 12, 2023
The engagement and enthusiasm that was seen at the E Source Forum 2023 reaffirmed our industry’s dedication to continuous improvement and customer-centric innovation. In case you missed it, here are some highlights from the event.
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