Customer experience (CX)
Most recent content on this topic
How utilities can accelerate the EV revolution
Sara Patnaude | March 15, 2021
Currently, less than 3% of households own an electric vehicle (EV). But what can utilities do to accelerate EV adoption? We think approachable advertising and strategic segmentation are the best places to focus your EV efforts.
Newsletter
Connect with utility customers like they’re an audience of one
Rachel Buckley | November 19, 2020
During COVID-19, utilities have the unique opportunity to improve how they engage with customers in a more personal and proactive way. Utilities can use quantitative and qualitative data to understand their customers as individuals—or as an audience of one—and predict which actions they’ll take.
Newsletter
The top 10 sessions from the 2020 E Source Forum
Jeremy Fischer | October 26, 2020
At this year’s E Source Forum, we featured 27 sessions across two days and four themes: postpandemic recovery, decarbonization, utility of the future, and serving vulnerable communities. Find out which sessions were most popular, catch up on the key takeaways, and watch the session recordings.
Report
How the 2020 E Source Forum helped utilities address their biggest challenges
Jeff Stoermer | October 27, 2020
As we look back on the 2020 E Source Forum, one theme stands out: change. We not only hosted the first virtual E Source Forum but also hosted the biggest Forum yet and amid COVID-19 and a changing economic and political climate. Find out which sessions were the biggest hits among utility attendees.
Newsletter
How E Source research and advisory services enable water utilities to optimize customer service and communications
Aleana Reeves | October 26, 2020
Wondering how to achieve better customer engagement? Join us to learn how E Source’s research and advisory offerings can help water utilities improve credit and collections, customer service, and communications.
Online event
E Source announces winners of fourth annual Achievements in Customer and Employee Experience
Sannie Sieper | September 3, 2020
This press release announces the winners of the annual E Source Achievements in Customer and Employee Experience, which recognizes utilities that have implemented projects that have noticeably improved the experience of their customers and employees.
Press release
Using market research to inform your EV efforts
Sarah Baker | August 28, 2020
What does your utility need to do to get ready for electric vehicles? This snapshot of data from the E Source 2020 Electric Vehicle Residential Customer Survey can help you select technologies, design programs, and create a seamless customer experience.
Report
Optimizing the new-construction experience for utilities and their partners
Barbara McCabe | June 24, 2020
To accommodate any COVID-19-related safety requirements or customer concerns, you need to reassess your new-construction processes. Take this time to become a better partner for builders, contractors, and end-use customers, and to provide an improved experience during the new-construction process.
Newsletter
E Source Digital Strategy Summit for the Tennessee Valley
July 23, 2020
E Source is putting on a two-part event to help utilities in the Tennessee Valley improve their digital strategy. Join our experts and your peers to learn how to create a killer social media presence and optimize your websites to best serve customers
Online event
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
