Customer Experience Strategy Service
Most recent content on this topic
Utility websites are becoming more user-friendly, mobile-optimized according to a 2017 E Source study
Kym Wootton | August 1, 2017
This press release announces the top-ranked websites in the E Source Review of North American Electric and Gas Company Residential Websites: 2017.
Press release
E Source Innovation in Customer Design Awards
Learn more about the E Source Innovation in Customer Design Awards.
CX 101: Measuring your maturity
Lisa Schulte | July 6, 2021
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.
Report
ABCs of CX
Jeffrey Daigle | May 24, 2017
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.
Ebook
CX Maturity Assessment
February 15, 2017
Answer a few questions and see where your utility falls on the E Source customer experience (CX) maturity matrix. Identify actionable next steps to achieve your CX goals. Use your results to support strategic conversations and build the business case for CX within your utility.
E Source announces top electric and gas company IVRs for 2016
Kym Wootton | June 15, 2016
This press release announces the results of the E Source Review of North American Electric and Gas Company IVRs: 2016.
E Source completes utility industry’s first omnichannel study
Kym Wootton | April 18, 2016
This press release announces the release of results from the industry-first E Source Omnichannel Survey.
Change Management for Utilities: The Why and How (Recording)
Matthew Burks | March 3, 2016
Join us for a utility-only web conference covering the principles and best practices of utility change management. We’ll discuss the principles behind change management as a discipline, explore best practices from other industries, and dive into utility-specific case studies.
Case study
Do customers understand their utility bill? Do they care? What utilities need to know
Bill LeBlanc | January 21, 2016
Learn how clearer bill communications and education around energy terminology can engage customers in energy usage.
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