When Huntsville Utilities’ customers began driving to its office because it was quicker than calling customer service, the utility knew it needed to make some changes.

At the 2017 E Source Forum, customer service manager Kim Torres explained the tactics Huntsville Utilities used to rebuild its relationship with customers and prioritize customer experience (CX) moving forward. Her advice for other utilities?

  • Take every department along in the CX journey
  • Remember that small changes can have a big impact
  • Be prepared that the innovations and technologies that customers think are exciting today will be expected tomorrow

Contributing Authors

Senior Analyst, Customer Engagement Solutions

Lisa Schulte is a research analyst for the customer experience (CX) team at E Source. With a background in market research and customer insights,...