Katie Ruiz helps customers use E Source content to meet their goals in demand-side management, distributed energy resources, and electrification. She gives nearly 100 utilities across the US and Canada guidance on industry trends and best practices. In the past, Katie managed sales and customer success efforts in the Eastern US and Eastern Canada, working closely with utility leaders and executives. Prior to joining E Source, she worked for an economic development agency where she connected municipalities with energy-efficiency and renewable energy solutions and funding sources. She holds a BA in economics and environmental studies from Bucknell University.

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Calculating the value of CX

Sarah Baker, Eryc Eyl, Katie Ruiz
June 2, 2022

One of the biggest challenges in making the business case for customer experience (CX) initiatives is turning intangible concepts into a tangible ROI. Learn which CX metrics affect business outcomes and how to calculate the ROI of CX in this report.