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How mature is VOC in the utility sector?
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.
Channels, goals, and resources: Highlights from the 2021 Social Media Survey
The E Source 2021 Social Media Survey uncovered the social media strategies, support structures, and approaches to content creation of nearly 30 utilities. In this summary of some key results, learn about the goals utilities have for social media and how they organize their social media efforts.
10 ways to get the most value out of your AMI investment
Utilities across the US and Canada have invested millions designing and implementing advanced metering infrastructure (AMI) systems. Now those utilities are looking for ways to use their investments to deliver even more value. We’ve pulled together 10 examples of AMI opportunities to consider.
A look at two utilities’ debt-forgiveness programs
How National Grid Massachusetts and SoCalGas are helping customers during COVID-19
We spoke with National Grid Massachusetts and SoCalGas to learn about their arrears management programs (AMPs). National Grid has been offering its AMP since the 1990s while SoCalGas implemented its AMP in 2021. Learn more about how these AMPs are working for these utilities.
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.
The past, present, and future of demand response
A chat with SCE’s Mark Martinez
In this PowerTalking episode, host Bryan Jungers is joined by Rachel Buckley, vice president of Enterprise Strategy and Product Development at E Source, and Mark Martinez, senior portfolio manager of emerging markets and technology at Southern California Edison, for a chat about demand response.
4 steps to getting started with building electrification
By offering building-electrification programs to customers, utilities can increase the adoption of electric end-use technologies inside buildings. But where do you begin with these programs? Look to our four steps to getting started with building electrification for inspiration.
Implementing a demand-response program with Fort Collins Utilities
Case study
Learn how E Source helped Fort Collins Utilities implement a demand-response (DR) program to decrease energy usage during forecasted peak events that accounted for over 25% of all electricity costs.
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.