Customer Experience Strategy Service
Most recent content on this topic
The low- and moderate-income customer energy assistance journey
Ben Nathan | April 23, 2025
Join us to learn about this landmark, energy assistance LMI customer journey mapping multiclient study, its key findings, and recommendations.
Online event
The demand-side management customer journey for income-qualified customers: An E Source multi-client study
Ben Nathan | March 26, 2025
Join us to learn about a new multi-client study that uses customer journey mapping to better understand and improve the income-qualified customer experience of demand-side management (DSM) programs.
Online event
E Source Forum 2025
October 6, 2025
Learn more and register for the 2025 E Source Forum.
In-person event
Improve credit and collections operations
Bob Cooke, Jeffrey Daigle | July 24, 2024
In this webinar, we’ll discuss innovative approaches for improving your credit and collections efforts and arrears management. We’ll also share insights into the shifting consumer landscape.
Online event
The energy assistance customer journey: Mapping and improving the experience for low-income customers
Jamie Wimberly, Rachel Cooper, Ben Nathan, Lisa Schulte, Katie Ruiz | June 13, 2024
Join us to learn how you can use customer journey mapping to better understand the current customer journey and improve the low-income customer experience. We’ll discuss what everyone involved can do to make a difference, including utilities, agency partners, and customers.
Online event
E Source announces presence at CS Week Conference 48, celebrates client wins
Adarsh Nalam | April 23, 2024
This press release announces E Source’s presence at CS Week and celebrates Citizens Energy Group and City of Tallahassee, Florida, for winning Expanding Excellence Awards.
Press release
Heat-related disconnection moratoriums: Critical review and policy recommendations
Ben Nathan | May 9, 2024
In the summer of 2023, the City of Phoenix experienced 54 days of extreme heat – over 110 degrees. SRP began the process of reviewing its moratorium policy and practices to determine if a policy change was necessary. This process involved stakeholder interivews, customer surveys, and more.
Online event
LMI program enrollment improvements that make a difference
Ben Nathan | March 26, 2024
Enrolling in a utility program should be easy, quick, and stress-free for customers. Here are a few program enrollment improvement strategies that have been successful for Avista Utilities, Seattle City Light, and the Los Angeles Department of Water and Power.
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