Customer experience (CX)
Most recent content on this topic
Utility websites are becoming more user-friendly, mobile-optimized according to a 2017 E Source study
Kym Wootton | August 1, 2017
This press release announces the top-ranked websites in the E Source Review of North American Electric and Gas Company Residential Websites: 2017.
Press release
CX 101: Measuring your maturity
Lisa Schulte | July 6, 2021
Learn about the E Source CX Maturity Assessment and how we plot results on our maturity matrix. Understand why maturity is an important measurement for improving your customer experience (CX), what your results mean, and what to do now to reach your CX maturity goals.
Report
ABCs of CX
Jeffrey Daigle | May 24, 2017
If you’ve ever had a conversation with a CX professional, you’ve probably been barraged by buzzwords. This e-book is a primer to help you get fluent in the language of CX. Check out the complete E Source Customer Experience Glossary to learn the meanings of more than 100 CX-related terms.
Ebook
CX Maturity Assessment
February 15, 2017
Answer a few questions and see where your utility falls on the E Source customer experience (CX) maturity matrix. Identify actionable next steps to achieve your CX goals. Use your results to support strategic conversations and build the business case for CX within your utility.
E Source completes utility industry’s first omnichannel study
Kym Wootton | April 18, 2016
This press release announces the release of results from the industry-first E Source Omnichannel Survey.
Change Management for Utilities: The Why and How (Recording)
Matthew Burks | March 3, 2016
Join us for a utility-only web conference covering the principles and best practices of utility change management. We’ll discuss the principles behind change management as a discipline, explore best practices from other industries, and dive into utility-specific case studies.
Case study
Do customers understand their utility bill? Do they care? What utilities need to know
Bill LeBlanc | January 21, 2016
Learn how clearer bill communications and education around energy terminology can engage customers in energy usage.
Newsletter
Innovative residential rate design and pricing
January 8, 2016
This E Source market research study provides utilities with critical customer insights as they consider changes to residential rate structures and pricing options.
Omnichannel Survey
E Source assessed the omnichannel efforts of the utility industry across eight customer-facing channels. Our survey looks at the health and integration of those channels from a representative sample of US and Canadian residential customers and their utilities. E Source members can view the results.
E Source customer experience glossary
Akila Sarathy, Jeffrey Daigle, Eryc Eyl | November 9, 2023
This glossary of customer experience (CX) terms will help you understand common CX buzzwords that you may be unfamiliar with. We’ll continue to make updates, and we encourage you to send us your definitions and recommendations. We’re all better off when we’re speaking the same language!
Report
