Strategy
Most recent content on this topic
Customer storytelling: Building empathy through in-context research
Rachel Cooper | March 19, 2018
In-context research is the best way to build empathy and a high-fidelity understanding of how people interact with your offerings and what drives their preferences. In this Forum 2017 video excerpt, Tom Rosholt of Morspace Inc. talks about why utilities need to implement an empathetic approach.
Report
The five design imperatives
Adam Maxwell, Bill LeBlanc, Christof Meyer, Chris Crisman | March 21, 2018
E Source and partner Egg Strategy identified five design elements that are crucial to include when designing residential programs, services, and experiences. Incorporating these elements will make your products and services more attractive to customers and boost program engagement and retention.
Report
How do you attract next-generation utility customers?
Keenan Samuelson | January 24, 2018
Utilities may be the only companies that can deliver energy, but they're not the only ones that can deliver energy-related experiences. New competitors are entering the market almost every day, edging out utilities.
Newsletter
What technologies will influence the future of utility customer experience?
Keenan Samuelson | October 29, 2017
In this answer, we describe two categories of technological innovation that are likely to change the way utilities interact with their customers.
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E Source Forms Strategic Partnership with EnerTech Capital
Kym Wootton | September 13, 2017
This press release announces the strategic partnership between E Source and EnerTech Capital to deliver the E Source Utility Innovation Partners (EUIP) program.
CX 101: Measuring your maturity
Lisa Schulte | July 6, 2021
Learn about the E Source CX Maturity Assessment and how we plot results on our maturity matrix. Understand why maturity is an important measurement for improving your customer experience (CX), what your results mean, and what to do now to reach your CX maturity goals.
Report
Growing Pains: How Utilities Are Meeting Increasing Efficiency Goals
Rachel Reiss Buckley | July 6, 2017
Utility spending on electric DSM has continued to increase through 2015, albeit at a slower pace than earlier in the decade. To meet these increasing goals, utilities are relying more on behavioral programs than on traditional custom and prescriptive programs. Check out our e-book for the details!
Report
CX Maturity Assessment
February 15, 2017
Answer a few questions and see where your utility falls on the E Source customer experience (CX) maturity matrix. Identify actionable next steps to achieve your CX goals. Use your results to support strategic conversations and build the business case for CX within your utility.
E Design 2020
Learn more about the E Source E Design 2020 initiative, a three-year, collaborative project designed to help utilities rethink, revitalize, and reimagine the portfolio of products, services, and customer experiences offered to the new energy consumer.
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