To best serve low- and moderate-income (LMI) customers, utilities need to understand them at a granular level. Data science and ethnography can help us treat LMI customers as an Audience of One so we can develop holistic, equitable solutions that will address the root causes of LMI challenges.
Consulting case study
This case study explains how the E Source Technology Planning and Implementation Consulting team helped Loudon Utilities Board upgrade more than 20,000 gas, water, and electric meters in its territory to provide an improved customer experience, cut costs, and decrease its fleet’s carbon footprint.
Utilities are applying a diversity, equity, and inclusion lens to their customer offerings, trade ally programs, and internal operations. But how do we make energy equity a reality? We can’t do it in a vacuum. It will require collaboration between industry leaders, thinkers, and doers.
Pennyrile Electric, Clark Public Utilities, and FPL earn top marks in Business Customer Satisfaction Study
This press release announces the results of the E Source 2021 Business Customer Satisfaction Study, an annual survey of more than 2,000 small and midsize business utility customers.
WEC Energy Group, FPL, and Huntsville Utilities take top spots in Business Customer Satisfaction Study
This press release announces the results of the E Source 2021 Business Customer Satisfaction Study, an annual survey of more than 800 large business utility customers.
Strong attendance anticipated for E Source Forum 2021 despite COVID challenges
This press release highlights the opening and closing keynote speakers for the E Source Forum 2021, an annual conference in Denver for utility professionals.
Debating data science and ethnographic research
In this episode of PowerTalking, we hear from Ted Schultz, E Source CEO, and Adam Maxwell, a managing director of E Source Management Consulting, as they compare the merits of ethnographic research and data science.
Your customers want to interact with you on a mobile app, but less than half of all utilities currently offer one. In this report, you’ll learn why you need a mobile app, what features it should include, and how to launch it to see the greatest return on your investment.
Findings from the 2020 Customer Experience Survey
How do your voice-of-the-customer (VOC) management practices stack up against other utilities’ practices? Data from the E Source 2020 Customer Experience Survey reveal strengths and opportunities for improvement in managing VOC.
Learn about the E Source CX Maturity Assessment and how we plot results on our maturity matrix. Understand why maturity is an important measurement for improving your customer experience (CX), what your results mean, and what to do now to reach your CX maturity goals.
