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
Beyond empathy: When ethnographic research gets personal
I didn’t know it when I was a kid, but I grew up in a low-income household. And that lived experience has enabled me to see the value of ethnography for utilities and their vulnerable customers. In this post, I explain how E Source and the Edison Electric Institute partnered on an important project.
Enhancing the customer experience of upgrading an electric service panel
Customers probably don’t consider upgrading their electric service panel because they’re out of sight, out of mind. But they may be ready for an upgrade. Read our recent report with the Building Decarbonization Coalition to learn how to enhance the customer experience of upgrading electric panels.
E Source customer experience glossary
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!
37.2 million reasons why utilities need to change their LMI approach
To best serve low- and moderate-income (LMI) customers, we need to understand them at a granular level and remember that they’re humans. Here we share our three-step process for improving how you’re connecting with LMI customers and enhancing their customer experience.
Answering questions about high bills
When utility customers get bills that are higher than expected, it’s usually because of metering issues, seasonal changes to their homes or behavior, or nonseasonal changes. Our five-step response to customer calls about high bills can help you identify the problem and offer the right solution.