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Using data-driven insights to design a meaningful payment assistance campaign for LMI customers
This case study shows how JEA used data and customer insights to design a more effective, empathetic payment assistance campaign for low- and moderate-income (LMI) customers.
What are best practices for noting gender in customer accounts?
An Ask E Source answer
When a contact center representative (CSR) assumes a caller’s gender based on the sound of their voice, it can lead to confusion and poor customer service. Find out how to train your CSRs to be more gender inclusive and better support customers.
Managing the affordability crisis
The traditional approaches to keeping customers current and out of debt aren’t working as intended. We’ll be discussing alternative approaches to arrearage management, as well as how to use data science to be much more proactive and precise.
Income-qualified customer engagement: Solution provider panel
We’ve invited three solution providers to describe their utility partnerships with the goal of improving enrollment in income-qualified assistance programs and boosting program success. Don’t miss our moderated panel featuring representatives from GetRaindrop, PromisePay, and Findhelp.org.
Developing a business case for prepay
Making waves in the world of prepay. In this exchange, we’ll discuss how to develop a sophisticated business case for prepay billing that will ultimately aid utilities when designing a new prepay program.