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How Do You Compare? 2013 E-Business Metrics Key Findings
Web Conference Slide Deck
May 22, 2013
The data is in! Utilities across the US and Canada have submitted their latest e-business data and it’s time to see what the latest trends in utility e-business activity are. Both online and mobile offerings and activity will be discussed, as well as billing and payment issues.

Content type: Slides  |  Document ID: ECS-WC-2013-05-EBizMetrics-SL  |  Author: Rich Goodwin

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Multichannel Metrics to Enhance the Customer Experience
Slides
January 30, 2013
These are the web conference slides.

Content type: Slides  |  Document ID: UCC-WC-2013-01-Multichannel-SL  |  Author: Justin Rickard

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What Business Customers Want from Their Utility Website
Slides
October 30, 2012
These are the web conference slides.

Content type: Slides  |  Document ID: ECS-WC-9-12-Website-BMK-Study-Findings-SL  |  Author: Stephanie Spalding

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The Latest Trends in Utility E-Business
Slides
May 23, 2012
These are the web conference slides.

Content type: Slides  |  Document ID: ECS-WC-5-12-MetricsFindings-SL  |  Author: Sarah Fiebiger

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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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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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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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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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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: Scott Larter

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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: Stan Pollard

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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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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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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 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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Top Utility E-Channel Trends 2012
Slides
March 22, 2012
These are the web conference slides.

Content type: Slides  |  Document ID: EBiz-WC-3-12-TopTrends-SL  |  Author: Florence Connally

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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

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Key Findings and Rankings from the 2011 Website Review
Slides
August 23, 2011
These are the web conference slides.

Content type: Slides  |  Document ID: EBiz-WC-8-11-2011ReviewResults-SL  |  Author: Kim Burke, Stephanie Spalding

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Key Findings from the 2011 E-Business Metrics Survey
Slides
April 27, 2011
These are the web conference slides.

Content type: Slides  |  Document ID: EBiz-WC-4-11-MetricsSurvey-SL  |  Author: Florence Connally

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Increasing Online Registration: Case Studies from APS
Slides
December 8, 2010
These are the web conference slides.

Content type: Slides  |  Document ID: EBiz-WC-12-10-InnovOnlineReg-SL  |  Author: Florence Connally

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2010 Top Trends in E-Business for Utilities
Slides
September 1, 2010
These are the web conference slides.

Content type: Slides  |  Document ID: EBiz-WC-9-10-TopTrends  |  Author: Florence Connally

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2010 Fantasy Utility Web Site: Examples of Best Features
Slides
May 20, 2010
These are the web conference slides.

Content type: Slides  |  Document ID: EBiz-WC-5-10-FantasyWebSite-SL  |  Author: Andrew Heath

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