Customer Experience Strategy Service
Most recent content on this topic
5 tips for an effective communication strategy
Hailey Walker, Kierra Thomas | July 27, 2023
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.
Newsletter
Boosting customer program adoption rates with market research and data science
July 20, 2023
This case study explains how E Source helped a municipally owned power and water utility boost customer program adoption rates with market research and data science.
Case study
Using data-driven insights to design a meaningful payment assistance campaign for LMI customers
May 30, 2023
This case study explains how data-driven insights presented at an E Source event helped JEA design a meaningful payment assistance campaign for LMI customers.
Case study
Successful strategies for technology implementation communications
Jessica Kerr | July 13, 2023
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.
Online event
South Coast Water District partners with E Source to achieve seamless CIS and CSS migration
Sannie Sieper | May 16, 2023
This press release congratulates South Coast Water District (SCWD) for the successful migration of its customer information system and the deployment of a new customer self-service solution. E Source helped SCWD modernize its systems to provide world-class customer service to its constituents.
Press release
Beyond listening: Turning customer feedback into action
Chad Garrett | April 26, 2023
Utilities have an overwhelming amount of customer feedback available to them at all times through surveys, call transcripts, social media posts, focus groups, and more. But how are they to organize this mass of data and use it to create concrete improvements for customers?
Newsletter
Achieving customer satisfaction goals with a deliberate approach to customer experience investments
April 20, 2023
This case study explains how E Source helped a multicommodity utility achieve its customer satisfaction goals with a deliberate approach to customer experience investments.
Case study
In partnership with E Source, the City of Tallahassee, Florida, continues its digital transformation with its deployment of a cutting-edge CIS
Sannie Sieper | April 25, 2023
This press release congratulates the City of Tallahassee, Florida, for its successful digital transformation. The E Source NavigateOne Methodology guided the customer information system and meter data management system implementation.
Press release
Creating customer-centric DSM programs
Erin Penksa | April 5, 2023
Host Bryan Jungers welcomes to the podcast Tom Lienhard, executive consultant to E Source, and Barend Dronkers, product strategist for Customer Energy Solutions at E Source, to talk about DSM programs and what utilities should be doing to keep them moving forward to benefit customers.
Podcast
Developing comprehensive utility programs for low- and moderate-income customers
February 16, 2023
E Source and EEI brought together three utilities to help them better understand their LMI customers’ energy challenges and help them design solutions to help them manage their utility bills using a three-phase initiative that combines data science, ethnography, and design thinking.
Case study
