CX Design & Strategy

Strengthen customer relationships with evidence-based CX 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.

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.

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.

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.

What bill payment options do utilities offer on their websites, and how do customers use them?

Extend CX into digital self-service

Great CX doesn't end with strategy, it shows up in the channels customers use every day. We help utilities benchmark and strengthen digital self-service, from websites and mobile apps to chatbots and IVR, using tools like the Website Benchmark and Mobile App Scan to identify gaps and drive adoption. Our advisory support turns those findings into self-service experiences that are simple, accessible, and effective for every customer.

Explore Digital Self-Service

Make influencers part of your affiliate marketing strategy

Align CX with marketing and communication

Our Marketing & Communication solution helps utilities strengthen brand perception, improve campaign effectiveness, and increase program adoption using segment-of-one insights, voice-of-customer data, and tools like Energy AdVision. The result: a deeper understanding of your customers, so you can deliver messaging that speaks directly to their needs.

Explore Marketing & Communication

Cultural alignment

Continuous improvement

Customer satisfaction

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.

Read the Case Study

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.

Read the Case Study

Aerial view of a suburban neighborhood with curved streets and houses surrounded by greenery

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.

Read the Case Study

Person holding a smartphone and paper cutouts over application design diagrams on a desk.

More case studies

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.

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.

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.