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
Because of the pandemic, some of your customers who have been paying their bills via checks or walk-in centers are likely moving to digital bill payment for the first time. Your Make a Payment feature needs to be easy to locate and easy to use so as to not deter these customers.
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.
Today's customers want fast, easy experiences when interacting with utilities. A well-optimized mobile app can help them successfully manage their account with as little friction as possible.
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!
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.