Welcome to the E Source Blog! Our staff will share insights and observations about life at E Source, our events, our research, and other fun stuff.
Overhaul Your IVR Without Frustrating Your Customers
August 29, 2016 | Sarah Hutson
Although customer confidence in interactive voice response systems (IVRs) is low, utilities have an opportunity to surprise and delight their customers when it comes to providing a positive IVR experience. Learn how to upgrade your IVR at this year's E Source Forum!
What I Learned About Demand Response on My Summer Vacation
August 18, 2016 | Sam Wallach Hanson - Research Intern, Demand-Side Management Practice
I've learned a lot about demand response (DR) from my time at E Source, and we've got plenty to teach you too! Join us at the annual E Source Forum to learn more about DR from experts at Pacific Gas and Electric Co., Con Edison, KCP&L, and Navigant.
Omnichannel Omniscience at the E Source Forum
August 16, 2016 | Lauren Potter, Jeffrey Daigle
Utilities are prioritizing initiatives to enhance the customer experience (CX). A well-planned omnichannel strategy that meets customers' needs for consistency, preferences, seamlessness, and integration can help utilities realize their CX improvement goals. Learn more at this year's E Source Forum.
Will Big Data Drive Proliferation of Smart Home Technology?
August 12, 2016 | Essie Snell
Your mobile devices collect tons of valuable personal data about you every hour of every day, but your home devices still don’t (yet). That may be changing, and it could drive a new surge in the number of connected home devices.
How to Tackle the 3 Main Challenges of Customer Feedback Management
August 3, 2016 | Keenan Samuelson
Using customer feedback to inform customer-centric business decisions sounds simple, but it isn't. In this blog, we present solutions to three common obstacles in voice-of-the-customer (VOC) management.
There’s a Heat Pump for That!Come to the E Source Forum to Learn About Innovations in Residential Heat Pump Systems
August 2, 2016 | David Podorson
For the first time in years, heating and cooling doesn’t dominate home energy consumption. I like to think heat pumps are playing a large part in this trend. Come to the "Pump Up the Heat" session at the 2016 E Source Forum to learn about the latest innovations in heat pump technology.
Utility Social Media Strategy in an Increasingly Fast-Paced World
July 28, 2016 | Luke Currin
At the 2016 E Source Forum, a panel of four utility social media managers from across the US will share their perspectives on social media strategy and the experiences that shaped how they connect with customers and the public via Facebook, Twitter, Instagram, and LinkedIn. Don’t miss this session!