Customer experience (CX)
Most recent content on this topic
Key learnings from the E Source Forum 2022
Rachel Reiss Buckley | November 9, 2022
Learn how the E Source Forum 2022 empowered utilities on their path to becoming a Sustainable Utility. Our thought leaders will share takeaways from each track and provide actionable advice related to equity, mobility, customer experience, marketing, programs, and distributed energy resources.
Online event
E Source Forum 2022 is prepared to Empower the Sustainable Utility
Sannie Sieper | August 3, 2022
This press release highlights the 35th anniversary of the E Source Forum and announces the two keynote speakers: Jennifer Montague, senior vice president and chief customer officer of NiSource, and Quinn Parker, founder and CEO of Encolor.
Press release
E Source acquires DEFG to become the leader in equity solutions for utilities
Sannie Sieper | July 14, 2022
This press release announces the E Source acquisition of Distributed Energy Financial Group (DEFG). DEFG is a utility customer research and advisory firm with expertise in low income, equity, and customer experience.
Press release
Calculating the value of CX
Eryc Eyl, Katie Ruiz | June 2, 2022
One of the biggest challenges in making the business case for customer experience (CX) initiatives is turning intangible concepts into a tangible ROI. Learn which CX metrics affect business outcomes and how to calculate the ROI of CX in this report.
Report
Understanding low- and moderate-income customers’ needs through data science and ethnography
Sara Patnaude | May 25, 2022
To best serve low- and moderate-income (LMI) customers, utilities need to understand them at a granular level. Data science and ethnography can help us treat LMI customers as an Audience of One so we can develop holistic, equitable solutions that will address the root causes of LMI challenges.
Newsletter
Saving customers’ lives with an advanced metering infrastructure implementation at Loudon Utilities
April 20, 2022
This case study explains how the E Source Technology Planning and Implementation Consulting team helped Loudon Utilities Board upgrade more than 20,000 gas, water, and electric meters in its territory to provide an improved customer experience, cut costs, and decrease its fleet’s carbon footprint.
Case study
Energy equity: Everyone deserves access to clean energy and energy efficiency
Ben Nathan | January 25, 2022
Utilities are applying a diversity, equity, and inclusion lens to their customer offerings, trade ally programs, and internal operations. But how do we make energy equity a reality? We can’t do it in a vacuum. It will require collaboration between industry leaders, thinkers, and doers.
Newsletter
Small and midsize business customers desire energy reliability and trustworthiness
Sannie Sieper | December 1, 2021
This press release announces the results of the E Source 2021 Business Customer Satisfaction Study, an annual survey of more than 2,000 small and midsize business utility customers.
Press release
Large business customers desire energy reliability and effective emergency communications
Sannie Sieper | November 17, 2021
This press release announces the results of the E Source 2021 Business Customer Satisfaction Study, an annual survey of more than 800 large business utility customers.
Press release
