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101 - 110 of 161 results
Customer storytelling: Building empathy through in-context research
In-context research is the best way to build empathy and a high-fidelity understanding of how people interact with your offerings and what drives their preferences. In this Forum 2017 video excerpt, Tom Rosholt of Morspace Inc. talks about why utilities need to implement an empathetic approach.
Huntsville Utilities Knows How to Win Back Customers
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. Customer service manager Kim Torres explains the tactics Huntsville Utilities used to rebuild its relationship with customers.
How do you attract next-generation utility customers?
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.
2018 E Source Summit for the Tennessee Valley
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. Download the presentations from the event.
What technologies will influence the future of utility customer experience?
An Ask E Source answer
In this answer, we describe two categories of technological innovation that are likely to change the way utilities interact with their customers.
Utility websites are becoming more user-friendly, mobile-optimized according to a 2017 E Source study
This press release announces the top-ranked websites in the E Source Review of North American Electric and Gas Company Residential Websites: 2017.
E Source completes utility industry’s first omnichannel study
Results reveal importance of giving customers options for interacting with their utility
This press release announces the release of results from the industry-first E Source Omnichannel Survey.
Innovative residential rate design and pricing
This E Source market research study provides utilities with critical customer insights as they consider changes to residential rate structures and pricing options.
Customer engagement through smart meter portals
An E Source white paper
The key to customer engagement in smart meter data is presenting this information effectively, which can be done through website portals that are compelling, actionable, and available on customers’ preferred communications channels.
Apples and oranges: Aggregating data from electricity-conservation programs
An E Source white paper
E Source has been collecting information about demand-side management (DSM) program performance to answer powerful questions about the industry as a whole. We're addressing big-picture questions about our industry by taking a data-driven approach to industry analysis and benchmarking.