Is your website best in class?

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Submitted by Jeff Stoermer on

We recently revealed the results and rankings from the 2019 E Source Review of North American Electric and Gas Company Residential Websites, so we compiled some high-level results in an easy-to-digest infographic. How does your website stack up?

Stop calling electric vehicle rates “time of use”

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Submitted by Steven Day on

Key takeaways

  • 63% of utilities anticipate proposing, piloting, or implementing EV TOU rates in the next three years.
  • 66% of residential customers would switch to a new rate and charge their vehicle at night to save money.
  • Only about a third of residential customers have a positive perception of the phrase “time of use.”

How BGE used E Source expertise to encourage employees to engage in improving the customer experience

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Submitted by Eryc Eyl on

The challenge BGE faced

Like many utilities, BGE is on a journey to improve its customers’ experiences. As an operating company of Exelon Corp., BGE started investing seriously in improving customer experience (CX) in 2016, as part of an Exelon-wide initiative.

E Source study addresses utility adoption of account management best practices

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Submitted by deliverable_ho… on

Every other year, E Source fields the Account Management Assessment, a market research study. The assessment uses the voice of the utility to help participants understand how to implement internal best practices to improve the quality of service provided to business customers.

The 24 utilities that participated in the survey received a score on a scale of 0 to 100 based on their adherence to account management best practices. Congratulations to the utilities that received the top three scores in the 2019 Account Management Assessment:

What does the future of the utility industry look like?

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Submitted by Christina Bryson on

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From poles and wires to AI and VR

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Submitted by Kym Wootton on

This session focused on how Google and Microsoft are thinking about the energy industry and offered predictions about how their companies are poised to change the utility sector.

2020 trends in social media

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Submitted by Anna Nixon on

Key takeaways

  • Lighthearted content that humanizes your brand and spotlights your employees will continue to perform well on social media.
  • Stories will become more popular on Instagram and Facebook, as their format and page placement make them easily consumable.
  • Customers are using chat and direct messaging as private communication channels.

Contents

E Source announces acquisition of UtiliWorks

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Submitted by deliverable_ho… on

Key takeaways

  • E Source now offers its utility members solution services for technology systems evaluation, design, and implementation through the acquisition of UtiliWorks Consulting.
  • With this acquisition, E Source is positioned as the premier provider of research, data, consulting, and technology implementation support for electric, gas, and water utilities.

E Source adds predictive data science expertise through acquisition of TROVE

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Submitted by deliverable_ho… on

Key takeaways

  • E Source now offers predictive data science services for utilities’ toughest customer- and asset-centric challenges.
  • With this acquisition, E Source is positioned as the premier provider of best-practice research, predictive data science, consulting, and technology implementation support for electric, gas, and water utilities.
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