Have you met our rock-star customer experience (CX) researchers yet? Or received a timely answer to a CX Ask E Source inquiry? If your job involves customer experience at any level, you’ll want to join us at the E Source Forum September 13–16, to get valuable insights and unique industry perspectives from our CX experts. Here’s an introduction to the research team and their specialties.
CX Practice Director Aleana Reeves leads the team in delivering strategic customer insights that enhance members’ CX efforts through project planning and strategy, organizational adoption, and the development of actionable measurements and insights. At the Spring 2016 E Source Customer Experience Executive Council, she led a lively discussion about best-in-class omnichannel frameworks and CX connections.
Of only 372 people in the world who are Certified Customer Experience Professionals (designated by the Customer Experience Professionals Association), we have four of them right here at E Source headquarters, answering your questions, writing about the topic, and giving presentations at events all over. One of them is Eryc Eyl, creator of the E Source CX Maturity Matrix and the 6 E’s framework for employee engagement. He enlightened last year’s Forum attendees with a session on creating a change-management framework. At this year’s Customer Experience Executive Council, he showed utility staff how to create a CX maturity matrix. Check out our website to see all the E Source reports, blog posts, and E News articles Eryc has written on organizational effectiveness, change management, employee engagement, and culture.
Focusing on strategies for enhancing the utility customer experience, Keenan Samuelson, also a Certified CX Professional, is always actively researching how to optimize digital customer journeys and improve the billing and payment experience. He’s our resident expert on self-service and paperless billing adoption. His background includes collecting and analyzing customer feedback for Colorado Springs Utilities, where he also led project teams in developing customer self-service solutions.
In just his first two years at E Source, Jeffrey Daigle has answered over 230 member inquiries. He’s also one of our most prolific blog authors and pursues topics such as contact center management, delivering an optimal omnichannel experience, and making websites accessible. His expertise on these topics comes in part from the time he spent managing a CX program for Crocs Inc. Oh, and guess what? He’s a Certified CX Professional!