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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 Social Media Leaders Group Call – May 2012
May 29, 2012
Join us for a bimonthly, highly interactive, discussion-based conference call with utility leaders involved in social media.

Content type: Leadership Call  |  Document ID: ECM-LC-5-12-UtilitySocialMedia

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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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State of the Utility Customer Experience: Delivering the Optimal Customer Experience
UCEC 2012 Presentation
May 16, 2012
FedEx uses a robust cross-channel strategy to address the total customer experience. FedEx customer interactions span many channels and touchpoints—more than 21 million daily customer interactions across six primary channels and over 200 touchpoints. In this session, you’ll learn how FedEx ...

Content type: Conferences, Slides  |  Author: Maureen Russolo

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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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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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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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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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The FedEx Approach to Customer Experience
UCEC 2012 Presentation
May 8, 2012
FedEx uses a robust cross-channel strategy to address the total customer experience. FedEx customer interactions span many channels and touchpoints—more than 21 million daily customer interactions across six primary channels and over 200 touchpoints. In this session, you’ll learn how FedEx ...

Content type: Conferences, Slides  |  Author: Chris Bevel

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Defining the Customer Experience Journey
UCEC 2012 Presentation
May 8, 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: John Lincoln

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How Customer Experience Affects Your Brand
UCEC 2012 Presentation
May 8, 2012
A utility’s brand is of critical importance, yet managing it through these days of new technologies, rising rates, and shifting social sands is extremely challenging. So, what is the role of customer experience in managing brand perceptions? What do customers really want and expect from you? What ...

Content type: Conferences, Slides  |  Author: Matthew Burks

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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

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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

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How 50 Utilities Are Using Social Media
Slides
May 4, 2012
This is the web conference table.

Content type: Handout  |  Document ID: ECS-WC-5-12-SocialMedia-H  |  Author: Matthew Burks, Stephanie Spalding

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How 50 Utilities Are Using Social Media
May 1, 2012
Join us to hear the latest from our 2012 Utility Social Media Survey, the most comprehensive in our industry. Find out how 50 top utilities are addressing social media budgets, staffing, return on investment, goals, reporting, and other critical issues. We’ll also explore who is doing what and why. ...

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

Content type: Web Conference  |  Document ID: ECS-WC-5-12-SocialMedia  |  Author: Matthew Burks, Stephanie Spalding

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How 50 Utilities Are Using Social Media
Slides
May 1, 2012
These are the web conference slides.

Content type: Slides  |  Document ID: ECS-WC-5-12-SocialMedia-SL  |  Author: Matthew Burks, Stephanie Spalding

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How 50 Utilities Are Using Social Media
Recording
May 1, 2012
This is the web conference recording.

Content type: Recording  |  Document ID: ECS-WC-5-12-SocialMedia-R  |  Author: Matthew Burks, Stephanie Spalding

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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

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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

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Identifying and Improving Key Moments of Truth
March 30, 2012
Identifying and improving key moments of truth is an important component of customer experience management that can have positive impacts financially as well as on customer satisfaction and brand loyalty. Gain insights in this area from Duke Energy and a transportation and business services company.

Content type: Research Brief  |  Document ID: ECM-RB-1  |  Author: Sarah Fiebiger

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Utility Customer Experience Leaders: A Conversation with TEP’s Steve Lynn
March 30, 2012
To understand a chief customer officer’s role in a utility’s customer experience, we spoke with Tucson Electric Power’s Steve Lynn. He reported to the executive vice president of the company, which allowed him to advocate the customer perspective in internal discussions.

Content type: Interview  |  Document ID: ECM-INT-3-12-Lynn  |  Author: Justin Rickard

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