Employee engagement
Most recent content on this topic
TE Insights
June 6, 2022
E Source TE Insights organizes the data from utility transportation electrification (TE) plans, EV-specific rates, and customer rebates into one easy-to-navigate platform.
DSM Insights
February 14, 2023
E Source DSM Insights allows demand-side management (DSM) program providers to benchmark their programs in virtually all areas of DSM program performance. This powerful tool eliminates the hassle of navigating state-level filing systems by providing access to all of the data in one place.
Engaging middle managers to stoke a customer-centric culture
Eryc Eyl | November 5, 2020
Organizations often overlook the critical role managers play in creating a customer-centric culture. Don't assume your managers know everything about your customer experience initiatives. Learn how to take action, educate, and empower them to be powerful customer experience advocates.
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Engaging employees in customer experience: Lessons from beyond the utility world
Eryc Eyl | April 23, 2019
What does it take to become truly customer-centric? How can utilities engage every employee to create an exceptional customer experience? What can utilities learn from other industries? Go beyond broadcasting, bribing, and badgering with an award-winning leader in employee and customer experience.
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Forum 2018 Video: Why Buy-In Isn’t Enough to Create and Sustain Positive Culture Change
Eryc Eyl | February 5, 2019
E Source customer-centered culture expert Eryc Eyl explains that buy-in is inadequate to drive and sustain organizational change. Find out why and learn what you need instead to lead a customer-centered transformation at your utility.
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Even with leadership buy-in, CX implementation doesn’t always happen
Heather Hilgenkamp, Eryc Eyl | November 12, 2018
What steps can you take to better implement customer experience at your organization? This infographic has a few helpful recommendations, driven by findings from the 2018 E Source Customer Experience Survey.
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Optimizing a utility voice-of-the-customer program: Consulting case study
August 2, 2018
Learn how E Source Consulting & Advisory Services helped South Jersey Gas implement a comprehensive voice-of-the-customer program that increased the focus on customers throughout the utility and created an emphasis on data-driven decision-making.
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Voice-of-the-customer success: Consulting case study
August 9, 2018
Learn how E Source Consulting & Advisory Services helped a leading manufacturer of wire products for the building, energy, and original equipment manufacturing sectors create and implement a comprehensive voice-of-the-customer program that's building customer loyalty.
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Achievements in Customer and Employee Experience
Each year, we celebrate the great work utilities do to create excellent experiences for their customers and provide a supportive and engaging workplace for their employees with the E Source Achievements in Customer and Employee Experience. Learn more about the awards and how to submit an entry!
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!
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