Image showing the four components of E Source CX services

Customer experience is your customers’ perceptions of every interaction they have with your utility. In order to increase trust, loyalty, and advocacy, you must better understand and meet your customers’ expectations. E Source has helped dozens of utilities implement and enhance the delivery of their customer experience (CX) strategy via all customer-facing channels. We can help you optimize the contact channels your customers are using and create a holistic CX journey.

Our Customer Experience Suite consists of four membership services that give your entire organization access to a robust toolbox of actionable resources.

The E Source Customer Experience Strategy Service will help guide your strategic CX efforts and help your organization develop a more customer-centric culture. Learn more (PDF).

The E Source Customer Care Service provides strategies and case studies you need to increase contact center performance, improve first-contact resolution, and reduce costs while enhancing the customer experience. Learn more (PDF).

The E Source E-Channel Service ensures that your company has the best possible online, self-service, and digital presence, incorporating the latest applications and significantly improving the efficiency of your operations. Learn more (PDF).

The E Source Corporate Communications Service helps you transform the relationships you have with customers by creating an integrated approach to the ways utilities interact across all contact channels, while building a brand that customers advocate for. Learn more (PDF).

Memberships include access to:

Research Library

Use our research to guide your strategies for customer experience, customer perceptions and satisfaction, brand reputation, employee engagement, contact channels, communications, public affairs, and social media.

Helpful Databases and Tools

Our IVR and Website Design Centers, Energy AdVision, and Residential and Business Customer Insights Centers give you access to the information you need to make smart decisions about your CX strategy, brand, communication strategies, and customer-facing channels.

Ask E Source

Membership gives you direct access to our industry experts for unlimited questions in the areas of IVR, website, CX strategy, brand, communications, contact centers, chat, mobile, email, and social media.

Market Research

Our market research in the areas of customer experience, website, IVR, omnichannel, and social media will help you compare the performance of your customer-facing operations and channels to those of your utility peers.

Web Conferences and Peer Sharing Calls

Online meetings give you a unique opportunity to collaborate and interact with industry experts and your peers who are also being challenged to meet and exceed customer expectations.

Annual E Source Forum

During this exclusive annual conference for E Source members, we offer a special CX topical track as well as tracks in Demand-Side Management, Technologies, and Marketing & Communications. Past sessions have included a deep-dive into CX strategy, multichannel and first-contact resolution strategies, social media integration, utility brand, and communications best practices.

Sample Our Unparalleled Content

This is a thumbnail of the cover of a CX sample report on omnichannel

Improving Customers' Experience Across Communication Channels

Having a solid customer experience management strategy has become a business requirement. E Source Consulting Solutions can help you implement a world-class CX strategy and enhance your customer-facing channels.

The on-site guidance and assistance by E Source was just what we needed. It helped focus our efforts in the right places and took our strategic planning for customers to the next level. In fact, we have seen positive benefits already as our voice-of-customer survey scores have increased nicely. Well done!

Laura Campbell, Vice President, Customer Delivery

No matter where you are in your journey—planning, implementing, or optimizing—we can help you be successful.

Optimizing program delivery is a complex task. E Source has more than 25 years of experience helping utilities create strong programs, implement them, and measure their success. We also understand complexities like regulatory trends and trade ally networks.

Customer Experience Strategy Development and Road-Mapping We’ll use our expertise to help shape your utility’s customer experience road map and vision.

Enterprise Feedback Management Our solution enables utilities to develop, launch, and manage sophisticated voice-of-the-customer, voice-of-the-employee, and market research programs through a single platform, as well as analyze and take action on the data as it comes in.

Digital Strategy Development Our experts will assess your strategy and develop a plan to create a cohesive experience across all of your digital touchpoints.

IVR Redesign We’ll combine our extensive research with best practices in customer experience and usability to help you design an effective interactive voice response system (IVR).

Journey-Mapping Operational Optimization Our on-site workshop will walk you through the development of journey maps of your most important customer touchpoints.

Omnichannel Strategy Development Our customized solution includes a review of your current contact channels, and we’ll help you deliver a strategic, cohesive experience.

Website and Self-Service Redesign To help you create an effective website, we’ll leverage our expert knowledge of utility websites and apply best practices in customer experience and usability.

Paired with on-site journey-mapping facilitation, JourneyHub helps your team identify key moments of truth to increase the effectiveness of each customer interaction.

Included with certain CX memberships

Customer Experience Benchmarks and Surveys

Our goal is to provide you with the information you need to make smart decisions. At E Source, we cut through the complexity and deliver the on-point insights necessary to make the right investments. With our market data, you’ll be able to learn more about your business and residential customers. This intelligence will help you accomplish your goals while avoiding mistakes.