Each year E Source celebrates utilities that are creating excellent experiences for their customers and providing a supportive workplace for their employees with the E Source Achievements in Customer and Employee Experience. We also recognize and celebrate the work smaller utilities do to provide quality experiences to their customers and award our top-scoring utility website in the E Source 2026 Website Benchmark.
Over the past couple of years, E Source has collected insights into utility chat offerings. This quick hit highlights key trends across chatbot and live chat adoption.
Our data shows that live-agent and chatbot offerings are about equally prevalent among utilities, but chatbot adoption has increased more quickly over time.
If you have a customer or employee experience initiative that you’re proud of, we want to know about it! The submission period has closed for 2026. Watch for information about our 2027 program.
Each year E Source celebrates utilities that are creating excellent experiences for their customers and providing a supportive and engaging workplace for their employees with the E Source Achievements in Customer and Employee Experience. We also recognize and celebrate the work smaller utilities do to provide quality experiences to their customers and award our top-scoring utility website in the E Source 2025 Website Benchmark.
NOTE: This event has already taken place. See below for recording and event description.
Save the date for the 2028 E Source Forum.
Coming out of the COVID economy and into an inflationary one has left a lot of utilities with a lot of debt as many low- and moderate-income (LMI) customers have struggled to keep up to date with payments. Managing arrears while maintaining flexibility for struggling customers is a balancing act for utilities with no universal recipe.
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What challenge is top of mind for your team right now? Reach out to start a focused conversation about your priorities and explore solutions shaped around your specific goals.