NOTE: This event has already taken place. See below for recording, event description, and link to download the presentation slides.

Download web conference slides (PDF)

Creating a truly customer-centered utility requires engaging every employee in the customer experience (CX), but E Source’s research indicates that few utilities have succeeded in effectively engaging employees in their CX efforts. Beyond the utility world, some organizations are proving the effectiveness of innovative, research-based, 21st-century employee-engagement tactics and strategies.

For this web conference, we’re delighted to host Roger Pugsley, director of service excellence at Oxford Properties, a global real-estate investment, development, and management company based in Toronto. The Customer Experience Professionals Association recognized Oxford for its innovative approach to engaging employees (led by Pugsley’s vision and execution), and the results speak for themselves. Pugsley’s work has been featured in podcasts, webinars, and conferences, and we’re excited to bring his expertise to E Source.

You’ll learn:

  • What really works to influence employee engagement with CX
  • How Oxford engages employees in all roles and at all levels in improving the CX
  • The most powerful tools Oxford uses to create a customer-centric culture
  • Ideas from Oxford that you can use to engage employees in your utility


Roger Pugsley, Director of Service Excellence, Oxford Properties
Eryc Eyl, Lead Analyst, Customer Experience, E Source

For more information about this event, please email us or call 1-800-ESOURCE (1-800-376-8723).