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Customer Experience Leaders Group Call – May 2012

May 30, 2012

The Customer Experience Leaders Group Call is a bimonthly, interactive, discussion-based conference call with utility leaders from across North America. This is a vendor-free call, allowing individuals who focus on customer experience to freely discuss challenges, success stories, and questions.

Content type: Leadership Call | Document ID: CES-LC-5-12-CustomerExperience | Author: Maureen Russolo

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Utility Customer Experience Conference Recap

May 18, 2012

May 2012 issue of the E Source Customer Experience newsletter.

Content type: Service E-mail | Document ID: CES_SE_5-18-12

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Identifying Key Moments of Truth Leads to Enhanced Customer Experiences

UCEC 2012 Presentation

May 16, 2012

Content type: Conferences, Slides | Author: Joe Piette

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Defining the Customer Experience Journey

UCEC 2012 Presentation

May 15, 2012

During this engaging session, we’ll hear how Duke Energy has defined its long-term customer vision and explore its journey to reach goals, increase the value delivered to customers, and focus on continuous improvement. You’ll hear about the tactics DTE Energy has deployed to improve its customer ...

Content type: Conferences, Slides | Author: Carolyn MacKool

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Delivering First Contact Resolution Via Your Website: A Utility Case Study from IntelliResponse

UCEC 2012 Presentation

May 9, 2012

Content type: Conferences, Slides | Author: Gisele Berry

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Delivering First Contact Resolution Via Your Website: A Utility Case Study from IntelliResponse

UCEC 2012 Presentation

May 9, 2012

Content type: Conferences, Slides | Author: Gisele Berry

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Designing the Mobile Experience: A Panel Discussion

UCEC 2012 Presentation

May 9, 2012

Content type: Conferences, Slides | Author: Florence Connally

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Designing the Mobile Experience: A Panel Discussion

UCEC 2012 Presentation

May 9, 2012

Content type: Conferences, Slides | Author: Tarah DeGeorge

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Designing the Mobile Experience: A Panel Discussion

UCEC 2012 Presentation

May 9, 2012

Content type: Conferences, Slides | Author: John Penziol

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Zappos Presentation

UCEC 2012 Presentation

May 9, 2012

Content type: Conferences, Slides | Author: Elia Lata

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Results from the 2012 Utility Social Media Survey

UCEC 2012 Presentation

May 9, 2012

Content type: Conferences, Slides | Author: Stephanie Spalding

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Defining the Customer Experience Journey

UCEC 2012 Presentation

May 8, 2012

Content type: Conferences, Slides | Author: John Lincoln

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Developing an Omnichannel Strategy

UCEC 2012 Presentation

May 8, 2012

Your customers interact with your utility via numerous contact channels, and they expect a consistent experience no matter which channel they choose. Developing channel strategies in isolation will hinder overall customer experience because of the inconsistencies and problems this method generates. Join ...

Content type: Conferences, Slides | Author: Chris Bond, Dennis Crumb

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E Source Introductions

UCEC 2012 Presentation

May 8, 2012

Content type: Conferences, Slides | Author: Rich Goodwin

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Developing ComEd's Customer Experience Strategy

UCEC 2012 Presentation

May 8, 2012

Content type: Conferences, Slides | Author: Jennifer Montague

2012 E Source Utility Customer Experience Conference

May 7, 2012

The 2012 E Source Utility Customer Experience Conference is packed full of customer experience (CE) experts from both inside and outside the utility industry. This conference is designed to help utilities optimize their focus regardless of how far along they are in their CE journey.

Content type: Utility Customer Experience Conference

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Getting Prepared for Customer Experience Management

UCEC 2012 Presentation

May 7, 2012

This is Customer Experience Management 101. Learn what we mean when we say “customer experience management” and why it should matter to your organization. Get prepared for embarking down the customer experience management path by learning the basics. We’ll define the key terms you’ll ...

Content type: Conferences, Slides | Author: Sarah Fiebiger

Contact Center Leaders Group Call – May 2012

May 2, 2012

Join us for the inaugural Utility Contact Center Leaders Group Call. We'll discuss all aspects of utility contact centers—focusing on current issues, pressing questions, and new ideas—with respected utility peers in a secure, vendor-free environment.

Content type: Leadership Call | Document ID: UCC-LC-4-12-ContactCenter | Author: Rich Goodwin

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Outage Communications for Business Customers

Doing It Right Can Drive Satisfaction Higher

May 2, 2012

Engaging in proactive outage communications is one of the key ways to keep business customers satisfied. This report looks at the primary methods that utilities are using to communicate successfully with large, key account customers and small-to-midsize business customers.

Content type: Research Brief | Document ID: BMS-RB-3 | Author: Kim Burke

Creating Happy Business Customers

April 19, 2012

What can utilities do to get an edge in small and medium-sized business customer satisfaction? We’ll provide highlights from both the electricity and the gas J.D. Power and Associates studies.

Play audio and video (streaming video)
Download presentation (PDF)

Content type: Web Conference | Document ID: BMS-WC-4-12-SMBCustSat | Author: Chad Garrett

Creating Happy Business Customers

Slides

April 19, 2012

These are the web conference slides.

Content type: Slides | Document ID: BMS-WC-4-12-SMBCustSat-SL | Author: Chad Garrett

Creating Happy Business Customers

Recording

April 19, 2012

This is the web conference recording.

Content type: Recording | Document ID: BMS-WC-4-12-SMBCustSat-R | Author: Chad Garrett

The Importance of Utility Brand

April 12, 2012

April 2012 issue of the E Source Customer Experience newsletter.

Content type: Service E-mail | Document ID: CES_SE_4-12-12

Customer Experience Leaders Group Call – April 2012

April 5, 2012

Calling all utility customer experience professionals! Join us for the inaugural Utility Customer Experience Leaders Group Call. We'll discuss all aspects of utility customer experience, current issues, pressing questions, and ideas with respected utility peers in a secure, vendor-free environment.

Content type: Leadership Call | Document ID: ECM-LC-4-12-CustomerExperience | Author: Maureen Russolo

Pick a Date, Any Date

Insights into Utility Custom Due-Date Programs

March 21, 2012

I’m looking for information and best practices around customer-selected or “pick a due date” programs. What utilities offer these types of programs, how interested are customers, and what are the cash-flow implications?

Content type: Ask E Source | Document ID: UCC-AskES-53 | Author: Stephanie Spalding

First Issue of the E Source Customer Experience Newsletter

March 19, 2012

March 2012 issue of the E Source Customer Experience newsletter.

Content type: Service E-mail | Document ID: CES_SE_3-19-12

Customer Experience Management: 2012 Survey Results

March 15, 2012

Based on the results of a recent E Source survey, we’ll give you the latest on the current state of customer experience management in the utility industry. Come learn who’s doing what and how it’s being done.

Play audio and video (streaming video)
Download presentation (PDF)

Content type: Web Conference | Document ID: ECM-WC-3-12-CEMSurvey | Author: Florence Connally

Customer Experience Management: 2012 Survey Results

Recording

March 15, 2012

This is the web conference recording.

Content type: Recording | Document ID: ECM-WC-3-12-CEMSurvey-R | Author: Florence Connally

Customer Experience Management: 2012 Survey Results

Slides

March 15, 2012

These are the web conference slides.

Content type: Slides | Document ID: ECM-WC-3-12-CEMSurvey-SL | Author: Florence Connally