Why does customer experience (CX) matter to an industry where the majority of customers
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October 11, 2017

Innovative Approaches to Customer Experience and Employee Experience

Why does customer experience (CX) matter to an industry where the majority of customers have no choice but to pay for service month after month? Utility customers depend on you for their electricity, whether they’re happy about it or not. But a poor customer relationship can negatively affect your business, starting with higher operational costs in the call center and extending to your relationship with regulators and investors.

Written for the E Source Customer Experience Strategy Service, the report CX 101: Why Regulated Utilities Should Care About Customer Experience identifies six benefits a positive CX can have on your bottom line and on your brand.

Graphic from the E Source CX 101 report showing six benefits of a positive CX. 1. Meet higher customer expectations. 2. Lower operational costs. 3. Increase DSM participation and engagement. 4. Blunt the impact of negative events. 5. Create a positive image with commisions and regulators. 6. Provide a higher return on equity to investors

During the first half of 2017, E Source asked utilities across North America to share their achievements in utility customer and employee experience. We received nearly 50 submissions sharing different ways utilities are trying to solve their most complicated CX and employee-experience problems.

Some entries showcased the power of journey mapping for improving both the CX and the employee experience. We received stories sharing the power of data analytics and how to use it to move forward with projects. We also read examples where a utility worked to change its culture, engage its employees, and improve the companywide knowledge around CX practices.

We chose four utilities that exemplified innovation and achievement in utility CX and employee experience.

Achievements in utility CX:

  1. Pacific Gas and Electric Co. (PG&E)
  2. PPL Electric Utilities

Achievements in utility employee experience:

  1. Con Edison
  2. ComEd

Join us for the Innovations in Utility Customer Experience web conference on Thursday, October 19, to hear from CX professionals at ComEd and PG&E. Jennifer Montague will share the story behind ComEd’s Power Up JD initiative and how the utility developed a premier CX with gamification, and David Schoenberg will explain how PG&E improved the outage experience using big data.

Register today

PPL created an intelligent dashboard for its customer service representatives (CSRs) to assist them in understanding the customer’s holistic relationship with the utility. The dashboard shows other contacts the customer had with the utility, social engagement with the utility, and programs that the customer joined. The dashboard also integrates intelligent analytics to help identify which utility offerings the CSR should suggest to the customer.

Con Edison developed an internal leadership program for its unionized employees called R.I.S.E Academy. This program went beyond training and looked at unionized employees as a recruiting group for the rest of the organization. Executive leadership provided additional guidance to the group, and nearly three out of five participants have been able to advance their careers because of R.I.S.E. Academy.

Join us on October 19 for more innovations in CX.

About the Author

JEFFREY DAIGLE

JEFFREY DAIGLE

Associate Director

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 can be found 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).

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Contributing Authors

Associate Director, Customer Experience

Jeffrey Daigle is an expert on contact center operations, customer experience, channel design, operations, digital engagement, and journey mapping....