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 Certified Customer Experience Professional and has additional certifications in organizational culture and change management.

Content by this author

4 creative ways to gather customer data to improve CX

Eryc Eyl, Lisa Schulte
June 19, 2024

Research shows that survey response rates are declining. But that doesn’t mean voice-of-the-customer feedback is getting sparse. Here are four creative ways utilities can find value in unsolicited data sources to better listen to and understand what customers are discussing.

E Source customer experience glossary

Akila Sarathy, Jeffrey Daigle, Eryc Eyl
November 9, 2023

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 and recommendations. We’re all better off when we’re speaking the same language!

How BGE used E Source expertise to encourage employees to engage in improving the customer experience

Eryc Eyl
August 3, 2022

BGE used E Source research, resources, and customer experience (CX) expertise to engage employees 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.

Calculating the value of CX

Eryc Eyl, Katie Ruiz
June 2, 2022

One of the biggest challenges in making the business case for customer experience (CX) initiatives is turning intangible concepts into a tangible ROI. Learn which CX metrics affect business outcomes and how to calculate the ROI of CX in this report.

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.