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Customer Experience Design & Strategy

Drive CX transformation with continuous insight. Customer Experience Design & Strategy delivers research, advisory services, and consulting support to strengthen relationships with residential and business customers—helping utilities improve key customer journeys, identify and benchmark CX metrics, and apply evidence-based frameworks that sustain CX initiatives across the organization. 

 


 

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Measure and understand CX performance

Get a clear view of how customers experience your utility. We help you identify the right CX metrics, understand the connection between employee experience and customer outcomes, and evaluate performance using benchmarking, Voice of Customer insights, and proprietary Customer Experience Surveys.

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Implement organization-wide strategy

Deliver consistent CX across every channel. We provide access to the CX Maturity Assessment to help utilities prioritize efforts across customer-facing teams, including contact centers, digital channels, and account management. Our advisory support offers practical guidance on CX organizational structures and governance, customer intent statements and promises, and journey management.

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Build a connected CX community

Share insights and learn from peers. Utilities gain access to benchmarking data, research, and networking opportunities that support informed decision-making, strengthen business cases, and inspire new approaches to customer experience. Our advisory support and events keep teams connected and help sustain CX momentum across the organization.

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Cultural alignment

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Continuous improvement

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Customer satisfaction

Case Study

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Using data-driven insights to design a meaningful payment assistance campaign for LMI customers

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.

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How PG&E applied findings from the E Source Website Benchmark study to achieve digital equity

This case study explains how an E Source membership and the E Source Website Benchmark study helped PG&E achieve digital equity.

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Insights

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Is budget billing the key to higher paperless billing and autopay enrollment?

Budget billing doesn’t just make bills more predictable—it also encourages customers to adopt other helpful billing options. Customers enrolled in budget billing are more likely to use paperless billing and autopay than those on standard billing programs.
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Achievements in Customer and Employee Experience: 2025 honorees

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 Customer and Employee Experience Awards.
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Repeat calls versus first-contact resolution

This piece was authored by Eryc Eyl. Eryc is a senior solution director at E Source, with more than a decade of experience helping utilities help their customers.
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More Insights

Make CX a part of your culture.

Connect with our team today to see how Customer Experience Design & Strategy can help you assess CX maturity, align operations and culture, and deliver measurable improvements in customer experience.