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41 - 50 of 113 results
CX 101: Measuring your maturity
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.
Applying VOC strategies to transform every customer journey
As customer expectations and demands continue to change, utilities need to design and implement customer journeys that reflect their needs, wants, and preferences. Wondering where to begin on the customer-journey transformation? Ethnographic research may be your answer.
Billing and payments with Ameren
Consulting case study
Learn how E Source Management Consulting helped Ameren develop a digital billing and payment strategy to help improve the overall customer experience and streamline operations.
New construction with ComEd
Consulting case study
Learn how ComEd partnered with E Source Management Consulting to optimize the new-construction process and experience for residential customers who are building or renovating a home.
Optimizing a utility voice-of-the-customer program
Consulting case study
Learn how E Source Management Consulting partnered with South Jersey Gas to support its customer-focused strategy by implementing a comprehensive voice-of-the-customer (VOC) program.
How utilities can accelerate the EV revolution
Currently, less than 3% of households own an electric vehicle (EV). But what can utilities do to accelerate EV adoption? We think approachable advertising and strategic segmentation are the best places to focus your EV efforts.
E Source launches OneInform to help utilities drive the next generation of customer programs
This press release announces the launch of E Source OneInform, a new suite of machine-learning tools designed to revolutionize the way utilities manage and develop customer programs.
How do you use customer testimonials to promote residential energy-efficiency programs?
An Ask E Source answer
Testimonials can be an authentic, empathetic, and trust-building tactic for reaching your customers. These utility examples and best practices will help you devise a plan for using testimonials to boost participation in your energy-efficiency programs.
Connect with utility customers like they’re an audience of one
During COVID-19, utilities have the unique opportunity to improve how they engage with customers in a more personal and proactive way. Utilities can use quantitative and qualitative data to understand their customers as individuals—or as an audience of one—and predict which actions they’ll take.
Engaging middle managers to stoke a customer-centric culture
Organizations often overlook the critical role managers play in creating a customer-centric culture. Don't assume your managers know everything about your customer experience initiatives. Learn how to take action, educate, and empower them to be powerful customer experience advocates.