Eryc Eyl is committed to improving the experience of work and business for employees and customers. His expertise in customer experience, employee engagement, organizational culture, and change comes from more than two decades of experience in high tech, telecommunications, consumer goods, and the utility sector, as well as from coaching and consulting with clients in a variety of industries. Eryc earned an MA from the University of Colorado and a BA from Vassar College. He’s a recognized expert on work-life balance and is certified in organizational culture and change management.

Content by this author

How mature is VOC in the utility sector?

Eryc Eyl, Heather Hilgenkamp, Laura Beausire
August 4, 2021

How do your voice-of-the-customer (VOC) management practices stack up against other utilities’ practices? Data from the E Source 2020 Customer Experience Survey reveal strengths and opportunities for improvement in managing VOC.

E Source customer experience glossary

Jeffrey Daigle, Eryc Eyl, Keenan Samuelson
January 26, 2021

This glossary of customer experience (CX) terms will help you understand common CX buzzwords that you may be unfamiliar with. We'll continue to make updates, and we encourage you to send us your definitions. We're all better off when we're speaking the same language!

Utilities support diversity, equity, and inclusion, and so does E Source

Jessica Bailis, Eryc Eyl
June 12, 2020

Since May 30, we’ve seen 21 utilities across the US and Canada issue public statements of support for the Black Lives Matter movement. Like our utility customers, E Source supports Black Lives Matter and the broader movement for inclusion, diversity, equity, and access.

Engaging employees in the utility customer experience

Eryc Eyl
February 20, 2020

Utilities that want to become more customer-centric need to do more than just implement new technology, increase first-contact resolution, and update their branding. They need employees in all functions and at all levels to think and work in customer-centric ways.

How BGE used E Source expertise to engage its employees and improve the customer experience

Eryc Eyl
January 21, 2020

BGE used E Source research, resources, and customer experience (CX) expertise to engage employees across the organization in CX. As a result, the utility moved up three places among its peers in the J.D. Power Electric Utility Customer Satisfaction Study. Learn how you can replicate BGE’s success.