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:
- Pacific Gas and Electric Co. (PG&E)
- PPL Electric Utilities
Achievements in utility employee experience:
- Con Edison
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.
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.