Jeffrey Daigle is an expert on contact center operations, customer experience, channel design, operations, digital engagement, and journey mapping. For Jeffrey, all channels can serve to delight the customer, transform behavior, and result in positive outcomes for both the customer and the organization. When he isn’t evangelizing customer experience, working on a consulting project, or writing an article, Jeffrey is dissecting the latest technology. He holds a BAS in communication and French from the University of Colorado and is a Certified Customer Experience Professional (CCXP).

Content by this author

E Source Forum 2021: Spotlight on the customer experience track

Jeffrey Daigle
September 1, 2021

As part of our countdown to the E Source Forum, we’re aiming the spotlight on each of this year’s tracks so you know what to expect from the sessions. Today, the spotlight is on our customer experience (CX) track, “Managing CX as a business imperative.”

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!

What utilities can do to positively affect their communities post-COVID-19

Jeffrey Daigle
April 21, 2020

It’s time for utilities to start planning for business post-COVID-19. You’ve already responded quickly to the COVID-19 crisis, and are continually promising the safe distribution of electricity, natural gas, and water into customers’ homes and businesses. But what should you do now?

Is your utility ready for coronavirus?

Jeffrey Daigle, Joy Herbers
March 12, 2020

How should you prepare for the impacts of coronavirus on your call center, your credit and collections policies, and your external communications? You’re used to helping people prepare for disasters, and you’ve seen customer satisfaction improve. Coronavirus is no different. You need to have a plan.

Developing your future-forward customer contact channel strategy

Keenan Samuelson; Jeffrey Daigle
March 21, 2019

Contact channels that weren't common a few years ago (such as chat) are now mainstream and necessary to deliver a positive customer experience. With so many new opportunities for connecting with customers, you need a clearly articulated strategy to prioritize your customer contact dollars.