Customer experience (CX)
Most recent content on this topic
Upgrading a CIS and MDMS to provide an evolved, reliable, and efficient customer experience
March 24, 2023
This case study explains how the E Source Solution Services team helped a utility upgrade a CIS and MDMS to provide an evolved, reliable, and efficient customer experience.
Case study
How PG&E applied findings from the E Source Website Benchmark study to achieve digital equity
March 14, 2023
This case study explains how an E Source membership and the E Source Website Benchmark study helped PG&E achieve digital equity.
Case study
Business case development: Contact center impacts of prepay
Patrick Woodworth | February 27, 2023
This working session brings together members of the Prepay Energy Working Group (PEWG) to improve the business case model of prepay. First introduced by Itron, this business case was a potential tool to demonstrate the value of prepay. This first step looks at contact centers and prepay.
Online event
Using data to help LMI customers
Patrick Woodworth | February 28, 2023
E Source has been working with three utilities and the Edison Electric Institiute to use the E Source Audience of One solution to precisely identify cohorts within the low- and moderate-income (LMI) population and align those cohorts with specific treatments and engagement approaches.
Online event
Modernizing the CIS to facilitate a small utility’s big dream to improve the customer experience
February 16, 2023
This case study explains how the E Source Solution Services team helped a utility achieve its big dream of modernizing its CIS and improving the customer experience.
Case study
What will it take to become a Sustainable Utility?
Ted Schultz | December 13, 2022
Ted Schultz, E Source CEO, reflects on the resounding success of E Source Forum 2022 and highlights the importance of becoming a Sustainable Utility in 2023. Learn what strategies your utility can adopt in the new year to make this happen.
Newsletter
Small and midsize business customers desire energy reliability and trustworthiness
Sannie Sieper | November 10, 2022
This press release announces the results of the E Source 2022 Business Customer Satisfaction Study, an annual survey of more than 1,600 small and midsize business utility customers.
Press release
Large business customers desire energy reliability, trustworthiness, and effective emergency communications
Sannie Sieper | November 3, 2022
This press release announces the results of the E Source 2022 Business Customer Satisfaction Study, an annual survey of more than 700 large business utility customers.
Press release
The quilt for a better tomorrow: A metaphor for the Sustainable Utility
Joshua Sorensen | November 7, 2022
We were honored to have NiSource’s Jennifer Montague deliver the opening keynote at the E Source Forum 2022. Discover why she thinks utilities should use quilting as a guide for planning for a sustainable energy future and how the four main parts of a quilt represent vital parts of the plan.
Report
Applying an Audience of One approach to better understand and serve LMI customers
Filomena Gogel | December 1, 2022
The E Source Audience of One approach helps utilities build relationships with customers on an individual basis, connecting the right programs to the right audience by understanding behavior. Join us to see how we used this approach to design solutions for low- and moderate-income (LMI) customers.
Online event
