Keenan Samuelson focuses on strategies to enhance the utility customer experience. He spends the majority of his time researching how to optimize digital customer journeys and improve the billing and payment experience. Prior to joining E Source, Keenan collected and analyzed customer feedback for Colorado Springs Utilities, where he also led project teams in developing customer self-service solutions. He holds a BS in marketing with a minor in sustainable development from the University of Colorado.

Content by This Author

E Source Customer Experience Glossary

Jeffrey Daigle, Eryc Eyl, Keenan Samuelson
December 6, 2018

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!

Why You Should Have a Mobile App and How to Develop It Without Breaking the Bank

Keenan Samuelson
December 5, 2018

According to the E Source Utility Mobile Apps: 2018 Industry Scan, 53% of utility companies don’t have a mobile app. New mobile options make it accessible for you to build a mobile experience no matter your budget. We cover your options in this report.

Optimize Your Utility Website by Participating in the 2019 Web Benchmark Study

Heather Hilgenkamp, Keenan Samuelson
November 7, 2018

Since 2002, E Source has been using the Review of North American Electric and Gas Company Residential Websites study to benchmark more than 100 utility websites, gauging how successfully they're serving customers. In 2019, we'll modernize the study to measure advanced capabilities.

5 Great Ways to Deflect Calls to Self-Service Channels

Keenan Samuelson
October 31, 2018

The phone is an expensive contact channel, so we gathered five best practices for routing customers to other channels. They include improving self-service options, communicating proactively, using virtual assistants, building a business case for call deflection, and allowing customers to self-serve.

How Do You Attract Next-Generation Utility Customers?

Keenan Samuelson
January 24, 2018

Utilities may be the only companies that can deliver energy, but they're not the only ones that can deliver energy-related experiences. New competitors are entering the market almost every day, edging out utilities.