Q:What technologies will influence the future of utility customer experience?

A:Although a wide variety of technologies will affect the way utilities do business, artificial intelligence (AI) will likely be the most important. And voice analytics, which will largely be built on AI-enabled platforms, will also affect utility customer service.

Q:How do utilities manage their email systems in terms of categorizing, routing, handling requests for secure information, allocating staff resources, and notifying staff of new messages?

In April 2018, we brought Tennessee Valley utility peers together for a day of collaboration focused exclusively on your LPC, your customers, and the changes taking place across the utility industry.

Via the links below, you can download presentations from the event.

New energy companies are winning customers’ energy experience

Utilities may be the only companies that can deliver energy, but they’re not the only ones that can deliver energy-related experiences. New competitors are entering the market almost every day, edging out utilities.

Hear firsthand why attendees love the E Source Forum.

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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 E Source Forum 2017, 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?

Empathy helps get rid of biases we often apply to data to add context, like personal experiences, confirmation bias, and expertise bias. It can help predict how customers will react to your offerings because you know what their personal experiences are. If you spend time with your customers, sharing their experiences, you’ll get a better-informed version of the truth—their truth, not yours.

This Ask E Source answer highlights some best practices for hiring and retaining contact center representatives.

To develop and implement an improved outage strategy, Ameren Corp. partnered with E Source Consulting and Advisory Services. Since the project launched in 2016, efforts have improved the customer outage experience and streamlined operations, leading to:

Ever since Thomas Edison’s incandescent lamp became commercially available more than a century ago, technological advances and federal regulations have shaped lighting’s path. Our infographic shows you the journey of lighting technology, including major milestones—such as the development of LEDs, lighting’s first appearance in demand-side management portfolios, and federal efficiency standards. We also explain the current state of the lighting market and where it’s headed in the future.