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 can be found 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).
Jeffrey Daigle
Director, Customer Experience
Topical Expertise
Contact center
IVR
Customer experience
Customer journey mapping
Content by This Author
Innovative Approaches to Customer Experience and Employee Experience
October 11, 2017
During the first half of 2017, we asked utilities across North America to share their achievements in utility customer and employee experience. Check out some of the best submissions.
ABCs of CX
May 24, 2017
If you’ve ever had a conversation with a CX professional, you’ve probably been barraged by buzzwords. This e-book is a primer to help you get fluent in the language of CX. Check out the complete E Source Customer Experience Glossary to learn the meanings of more than 100 CX-related terms.
E Source Customer Experience Glossary
January 23, 2017
This glossary of customer experience terms will give you insight into buzzwords that may be unfamiliar to you. We'll continue to make updates, and we encourage you to submit yours to us.
Your Prescription for Content Strategy
January 16, 2017
Creating content for content’s sake is not enough to drive customer behavior. E Source has a prescription to help cure some of your utility's communications-related maladies: content strategy. With a simple exercise, we can get you started with a core content strategy statement.
Tales from the Cryptography
October 28, 2016
What should you be afraid this Halloween? Ghosts? Goblins? Witches? Nope. Internet security. We dive into the recent Mirai botnet attack that took down top performing websites across the country. Security should be a top consideration in utilities looking to leverage the Internet of Things.