Case Study
How a customer first approach transformed a Canadian utility's customer programs
Our client faced surging bill complaints and stalled efficiency program growth - so they called E Source. Using journey mapping and voice of customer research, we helped them redesign the moments that matter most, without a systems overhaul.
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.
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.
Insights
Low- and moderate-income customer journey mapping: key findings from two E Source studies
Many households that struggle to pay their utility bills, often low- and moderate-income (LMI) are increasingly turning to utility energy assistance and demand-side management (DSM) offerings - such as home energy efficiency and weatherization upgrades - to provide immediate relief, reduce their
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.
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.
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.