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11 - 20 of 111 results
Key highlights and memorable moments from the 2023 Forum
The engagement and enthusiasm that was seen at the E Source Forum 2023 reaffirmed our industry’s dedication to continuous improvement and customer-centric innovation. In case you missed it, here are some highlights from the event.
E Source customer experience glossary
This glossary of customer experience (CX) terms will help you understand common CX buzzwords that you may be unfamiliar with. We’ll continue to make updates, and we encourage you to send us your definitions and recommendations. We’re all better off when we’re speaking the same language!
CIS transformation and automated performance testing with the City of Roseville
Consulting case study
This case study explains how the E Source Solution Services team helped the City of Roseville with a seamless CIS transformation and automated performance testing.
Small and midsize business customers desire energy reliability, trustworthiness, and effective emergency communications
Clark Public Utilities, Pedernales Electric Cooperative, and WEC Energy Group earn top marks in Business Customer Satisfaction Study
This press release announces the results of the E Source 2023 Business Customer Satisfaction Study, an annual survey of more than 1,400 small and midsize business utility customers.
Improving the customer and employee experience with a bill redesign
Consulting case study
Learn how E Source Management Consulting helped Nashville Electric Service redesign its residential and business bills to become more modern and visibly appealing and to address customer pain points.
Beyond listening: Turning customer feedback into action
Utilities have an overwhelming amount of customer feedback available to them at all times through surveys, call transcripts, social media posts, focus groups, and more. But how are they to organize this mass of data and use it to create concrete improvements for 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.
Upgrading a CIS and MDMS to provide an evolved, reliable, and efficient customer experience
Consulting case study
This case study explains how the E Source Solution Services team helped a utility upgrade a CIS and MDMS to provide an evolved, reliable, and efficient customer experience.
How PG&E applied findings from the E Source Website Benchmark study to achieve digital equity
Research and advisory case study
This case study explains how an E Source membership and the E Source Website Benchmark study helped PG&E achieve digital equity.
Ameren’s outage experience
Consulting case study
Learn how E Source Consulting and Advisory Services helped Ameren develop and implement a strategy for unplanned outages. The initiative led to an improved customer outage experience, streamlined operations, and a measurable increase in customer satisfaction.