Lisa Schulte

Topical Expertise Chat and chatbotsCustomer engagementCustomer experience (CX)Customer satisfaction (CSAT)Customer transactionsMobile interactionsVoice of the customer (VOC)

About the Author

Lisa Schulte leads customer experience (CX) research at E Source, where she helps utilities improve CX, customer service operations, and digital self-service, and account management using data and expert research. Her work focuses on ensuring the CX family of memberships provide actionable and valuable guidance to utilities through events, market research, 1-1 advice, and research reports. A longtime researcher for CX at E Source, Lisa has also worked in market research, supporting well-known consumer brands across multiple industries. She holds dual degrees from Colorado State University.

Insight

Is budget billing the key to higher paperless billing and autopay enrollment?

Budget billing doesn’t just make bills more predictable—it also encourages customers to adopt other helpful billing options. Customers enrolled in budget billing are more likely to use paperless billing and autopay than those on standard billing programs. This increased participation can improve

Group of people on stage holding award plaques in front of a purple backdrop

Achievements in Customer and Employee Experience: 2024 honorees

Each year, we celebrate the great work utilities do to create excellent experiences for their customers and provide a supportive and engaging workplace for their employees with the E Source Achievements in Customer and Employee Experience. This year, we added a new award to celebrate the work

Person at a meeting with a tablet showing charts.

4 creative ways to gather customer data to improve CX

Research shows that survey response rates are declining. But that doesn’t mean voice-of-the-customer (VOC) feedback is getting sparse. But it presents a new challenge, and utilities seeking