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NEW!
Portfolio Manager: Good for Utilities and Their Customers
August 1, 2013
Find out which utilities are supporting their customers' benchmarking efforts with Portfolio Manager, learn how they're using the tool, and hear what the benefits are. You'll also get a sneak peek at the new and improved Portfolio Manager that's being rolled out in summer 2013.
Content type: Web Conference | Document ID: DSM-WC-2013-08-PortfolioManager | Author: Kate Drexler
Contact Center Leaders Group Call - June 2013
June 20, 2013
Join us for a one-hour open discussion of industry contact center issues including billing and payments, credit and collections, and the contact center itself.
Content type: Leadership Call | Document ID: UCC-LC-2013-06-ContactCenter | Author: Rich Goodwin
E-Channel Leaders Group Call - June 2013
June 13, 2013
Join us for a one-hour open discussion of industry website topics, including metrics, paperless billing, and redesign, with respected industry peers in a secure, vendor-free environment.
Content type: Leadership Call | Document ID: ECS-LC-2013-06-ECLeaders | Author: Rich Goodwin
Business Customer Service Leaders Group Call – June 2013
Working Effectively with National Accounts
June 11, 2013
This call focuses on working with national accounts and corporate energy managers.
Content type: Leadership Call | Document ID: BMS-LC-2013-06-CustService | Author: Chad Garrett
NEW!
2013 Utility Social Media Survey Results
June 10, 2013
June 2013 issue of the E Source Customer Experience newsletter.
Content type: Service E-mail | Document ID: CES-SE-2013-06
How Do You Compare? 2013 E-Business Metrics Key Findings
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.
Play audio and video (streaming video)
Download presentation (PDF)
Content type: Web Conference | Document ID: ECS-WC-2013-05-EBizMetrics | Author: Rich Goodwin
NEW!
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
NEW!
How Do You Compare? 2013 E-Business Metrics Key Findings
Web Conference Recording
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: Recording | Document ID: ECS-WC-2013-05-EBizMetrics-R | Author: Rich Goodwin
NEW!
E Source E-Business Metrics Survey: 2013—Top Findings
May 21, 2013
In early 2013 we surveyed North American electric and gas utilities on a set of e-business metrics. The results from the E Source E-Business Metrics Survey: 2013 allow utilities to benchmark their own metrics against those of their peers. These are the top findings from the survey.
Content type: Research Brief | Document ID: ECS-RB-4 | Author: Justin Rickard
Creating Your Customer Experience Framework
May 16, 2013
May 2013 issue of the E Source Customer Experience newsletter.
Content type: Service E-mail | Document ID: CES-SE-2013-05
The Best Utility Brands of 2013
April 25, 2013
E Source would like to congratulate the top-ranked 2013 US electric utility brands. It’s an impressive group again this year, with several new utilities jumping up into top slots.
Content type: E Source Blog | Document ID: ES-Blog-4-25-13-UtilityBrands | Author: Matthew Burks - Associate Director of E Source Customer Experience Services
Customer Experience Conference at a Glance
April 18, 2013
April 2013 issue of the E Source Customer Experience newsletter.
Content type: Service E-mail | Document ID: CES_SE_4-18-13
The Digital Magnificent Seven
Notes from an E Source Utility Customer Experience Conference Session
April 5, 2013
We had a wonderful session on building an e-channel strategy in the absence of a customer experience strategy at the Utility Customer Experience Conference this week!
Content type: E Source Blog | Document ID: ES-Blog-4-5-13-UCEC | Author: Haley Kaiser - Research Analyst
Responsive Design Will Change Your Life
UCEC 2013 Presentations
April 4, 2013
Customers expect to access your website regardless of where they are or what device they’re using. Instead of designing mobile-specific sites, the new trend in web design is responsive sites that adapt to any screen size, allowing customers to get to the content they want and experience the functionality ...
Content type: Slides | Author: David Lawrence
The Digital Magnificent 7: Building an E-Channel Strategy in the Absence of a CE Strategy
UCEC 2013 Presentations
April 4, 2013
So you aren’t quite ready to go full tilt into a customer experience strategy. How can you then have the most impact on customer experience with your limited budget? One way is to develop an effective e-channel strategy. As you know, more and more customers are accessing utility websites via their ...
Content type: Slides | Author: Dennis Crumb
Netpromoter Score and Customer Service
UMC 2013
April 3, 2013
How is it possible that the products that have made our lives so rich, so simple, and so full of entertainment and value, have become so peripheral in people’s minds? Utilities have done their job so well that easily available energy is now an expected part of life. We’ve created a new challenge: ...
Content type: Slides | Author: Rajeev Shrivastava
Netpromoter Score and Customer Service
UCEC 2013 Presentations
April 3, 2013
How is it possible that the products that have made our lives so rich, so simple, and so full of entertainment and value, have become so peripheral in people’s minds? Utilities have done their job so well that easily available energy is now an expected part of life. We’ve created a new challenge: ...
Content type: Slides | Author: Rajeev Shrivastava
Text Messaging: A CE Channel You Shouldn't Overlook
UCEC 2013 Presentations
April 3, 2013
We all know about the proliferation of mobile devices. According to a 2012 report by the Pew Research Center, 83 percent of Americans own a mobile device, and 73 percent use that device for texting. Of those who text, 31 percent prefer texting to talking. Text messaging is a channel that customers have ...
Content type: Slides | Author: Randy Vance, Giff Gfroerer
E-Channel Leaders Group Call — March 2013
March 28, 2013
Join us for a one-hour open discussion of industry website issues including metrics, paperless billing, and redesign.
Content type: Leadership Call | Document ID: ECS-LC-2013-03-ECLeaders | Author: Rich Goodwin
Meeting the Needs of Business Customers of All Sizes
March 22, 2013
Learn how increased and personalized communications can help improve how midsize and large business customers feel about their utility’s ability to keep energy prices down and to manage emergencies.
Content type: E NEWS | Document ID: ENews-3-13 | Author: Florence Connally
Comparing Large and Midsize Business Needs and Preferences
Results from the 2012 Large and Midsize Business Gap and Priority Benchmarks
March 21, 2013
Are the wants, needs, and preferences of midsize businesses different than those of large businesses? Join us to learn how these two business customer groups are different and how they’re alike. Knowing these nuances can help improve your approach to these groups.
Download presentation (PDF)
Play audio and video (streaming video)
Content type: Web Conference | Document ID: BMS-WC-2013-03-GPB-Compare | Author: Sarah Fiebiger
Comparing Large and Midsize Business Needs and Preferences
Recording
March 21, 2013
This is the web conference recording.
Content type: Recording | Document ID: BMS-WC-2013-03-GPB-Compare-R | Author: Sarah Fiebiger
Comparing Large and Midsize Business Needs and Preferences
Slides
March 21, 2013
These are the web conference slides.
Content type: Slides | Document ID: BMS-WC-2013-03-GPB-Compare-SL | Author: Sarah Fiebiger
Contact Center Leaders Group Call - March 2013
March 12, 2013
Join us for a one-hour open discussion of industry contact center issues including billing and payments, credit and collections, and the contact center itself.
Content type: Leadership Call | Document ID: UCC-LC-2013-03-ContactCenter | Author: Rich Goodwin
A Deeper Look at DSM Department Org Structures
Change Is the Norm, Customers Are the Focus
March 11, 2013
A number of E Source members have asked us: How do other utilities organize their demand-side management departments? Is there an "optimal" structure or an ideal location within a utility? As an E Source researcher, I sought to dig deeper into this issue.
Content type: E Source Blog | Document ID: ES-Blog-3-11-13-Org-Structures | Author: Alexandra Behringer - Associate Research Director
Reinventing the Utility Brand Experience
March 5, 2013
This web conference will show you that there are many paths to recreating brand relevance for utilities—but all will ultimately focus on the experience customers have with your company, its employees, and your products and services.
Play audio and video (streaming video)
Download presentation (PDF)
Content type: Web Conference | Document ID: ECM-WC-2013-03-ReinventingBrand | Author: Bill LeBlanc
Reinventing the Utility Brand Experience
Recording
March 5, 2013
This is the web conference recording.
Content type: Recording | Document ID: ECM-WC-2013-03-ReinventingBrand-R | Author: Bill LeBlanc
Reinventing the Utility Brand Experience
Slides
March 5, 2013
These are the web conference slides.
Content type: Slides | Document ID: ECM-WC-2013-03-ReinventingBrand-SL | Author: Bill LeBlanc
E Source E-Business Metrics Survey: 2013
February 25, 2013
E Source is fielding the 2013 E-Business Metrics Survey to help set the industry benchmark for both general online and mobile device activities. With standardized metrics, this survey helps you compare the adoption of your online services to that of other electric and gas companies.
Content type: About E Source Products & Services | Author: Florence Connally
E Source E-Business Metrics Survey: 2013
Survey Instrument
February 25, 2013
This is the Survey Instrument for the E Source E-Business Metrics Survey: 2013. To participate, simply download this Excel file and fill it out. The survey looks at key e-business metrics and helps utilities compare the adoption of online services to other electric and gas companies.
Content type: E Source Information | Document ID: ECS-F-2a-SurveyInstrument | Author: Florence Connally
