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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!
5 tips for an effective communication strategy
Implementing a new business technology can be a complex process that affects staff and customers. But a well-designed communication campaign that includes customer engagement and organizational change management activities can help the implementation go smoothly. Check out our five tips for success.
How BGE used E Source expertise to encourage employees to engage in improving the customer experience
BGE used E Source research, resources, and customer experience (CX) expertise to engage employees in CX. As a result, the utility moved up three places among its peers in the J.D. Power Electric Utility Customer Satisfaction Study. Learn how you can replicate BGE’s success.
What can storytelling do for your brand and business?
E Source Forum 2019 speaker interview
How can you tap into the power of storytelling to connect customers with your brand in meaningful, lasting, and valuable ways? This session focused on the types of stories utilities can tell and how to deliver them to customers and the public.
How technology is transforming the employee experience
E Source Forum 2019 speaker interview
When employees have the right empowerment tools, they're more satisfied, engaged, and productive. After her E Source Forum 2019 session, Martha Brown, portal product owner at Duke Energy, shared how she built an intranet that meets corporate and employee needs.
ABCs of CX
If you’ve ever had a conversation with a CX professional, you’ve probably been barraged by buzzwords. This e-book is a primer to help you get fluent in the language of CX. Check out the complete E Source Customer Experience Glossary to learn the meanings of more than 100 CX-related terms.
Successful strategies for technology implementation communications
Implementing a new business technology is a complex process. It can include several systems and many intricacies. But communication and education are two factors that heavily influence overall success. Join us to learn how E Source can help your team implement a successful communications strategy.
Empathy and energy: A frank discussion with crisis communications experts
It’s more important than ever to get your crisis communications right. Join us to hear from crisis communications experts, who will explain how to develop messages that will cut through the clutter and how to deliver actionable information for the public.