Our Website Design Center will give you the information you need to build and optimize your online customer contact channel.  You can access all of our benchmark studies, rankings, feature analyses, and additional resources to help your utility design a highly functional and user-friendly website.

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E Source recently released findings from its industry-first Omnichannel Survey. By gathering omnichannel data from 51 electric and natural gas utilities in the US and Canada, as well as insights from more than 800 residential utility customers, E Source illuminated the gaps between customer and utility perceptions of omnichannel experiences across eight customer-facing channels.

The E Source Omnichannel Survey assesses the omnichannel efforts of the utility industry across eight customer-facing channels:

• Website (desktop, laptop, and mobile)
• Mobile app
• Email
• Text messaging
• Online chat
• Phone—IVR
• Phone—live agent
• Social media

From a residential customer perspective, we look at:

Utilities have an opportunity to retain and engage customers by supporting solar power. This infographic shows the characteristics of business customers adopting solar and the top business sectors that have already adopted photovoltaics at their largest facility.

If you’ve ever had a conversation with a customer experience (CX) professional, you’ve probably been barraged by buzzwords. This e-book is a primer to help you get fluent in the language of CX. Check out the complete E Source customer experience glossary to learn the meanings of more than 100 CX-related terms. Before you know it, you’ll be using your VOE to talk CXM to your CCO.