Customer experience (CX)
Most recent content on this topic
How BGE used E Source expertise to encourage employees to engage in improving the customer experience
Eryc Eyl | August 3, 2022
BGE used E Source research, resources, and customer experience (CX) expertise to engage employees in CX. As a result, the utility moved up three places among its peers in the J.D. Power Electric Utility Customer Satisfaction Study. Learn how you can replicate BGE’s success.
Report
Energy in the context of low-income customers' lives: Insights from E Design 2020 ethnographic research
Adam Maxwell | November 21, 2019
Low-income customers have a lot on their plate, and they're not thinking about (and often don't know about) the energy-related services utilities can offer them. Through this web conference, you'll encounter video and audio clips of low-income customers talking about their energy challenges.
Online event
Achievements in Utility Customer and Employee Experience: 2019 winners
Lisa Schulte | January 8, 2020
After the Achievements in Utility Customer and Employee Experience session, ComEd's Arielle Resol talked about how the utility uses virtual reality modules for employee training and how the program helped increase employee satisfaction.
Report
Top-Rated Utility Websites Prioritize Customer Needs, According to 2019 E Source Study
Sannie Sieper | September 3, 2019
This press release announces the top utilities in 2019 E Source Review of North American Electric and Gas Company Residential Websites.
Press release
6 Must-Attend Sessions at This Year's E Source Forum
Jeff Stoermer | August 14, 2019
At the 2019 E Source Forum, we'll be hosting innovative sessions in six topical tracks that represent the most pressing subjects in today's energy industry: account management, customer experience, demand-side management, distributed energy resources, marketing and communications, and technology.
Newsletter
The importance of an electrification roadmap
Bryan Jungers | July 17, 2019
Developing an electrification roadmap is an important first step in advancing any utility electrification initiative. Without a roadmap, it can be difficult to keep track of your progress, see where you're headed, and decide how you should communicate your progress internally and externally.
Newsletter
10 reasons to attend the E Source Forum
June 6, 2022
On the fence about attending the E Source Forum? From the ability to attend in person or online to exceptional learning and networking opportunities, here are 10 reasons why you won’t want to miss it.
Report
What emerging payment options should utilities be offering?
Lisa Schulte | June 12, 2019
You have the opportunity to add emerging payment methods to your current offerings and to create a better customer experience. Learn more about six emerging payment methods, including text to pay, split payment, and cryptocurrency.
Newsletter
2019 E Source Summit for the Tennessee Valley
May 16, 2019
In May 2019, we brought Tennessee Valley utility peers together for a day of collaboration focused exclusively on your LPC, your customers, and the changes taking place across the utility industry. Download the presentations from the event.
Redefining the low-income customer experience
Lisa Markus | May 16, 2019
Join us for this one-hour web conference to learn how companies use market research, segmentation, customer journey mapping, innovative marketing techniques, and internal alignment to better understand and support low-income customers.
Online event
