Most recent content on this topic
What Does the Future of the Utility Industry Look Like?
Wayne Greenberg | December 11, 2019
At the 2019 E Source Forum, we tackled some of the biggest issues facing utilities today, and we invited a few big names to the stage to share their views and, hopefully, spur our utility audience to action with an eye toward the future.
From Poles and Wires to AI and VR
Essie Snell | November 21, 2019
We used this session to get key insights from major players in the tech space. We learned how Google and Microsoft are thinking about the energy industry and heard about developments that are poised to change the utility sector. After, we asked our speakers a few questions to learn even more.
Charting a course for utility voice assistant development
Essie Snell | October 17, 2019
Smart speakers have become one of the most quickly adopted consumer electronic devices of all time. Come learn about our latest research into the topic and hear about a new study designed to help you take the next steps with virtual assistants.
Developing your future-forward customer contact channel strategy
Keenan Samuelson; Jeffrey Daigle | March 21, 2019
Contact channels that weren't common a few years ago (such as chat) are now mainstream and necessary to deliver a positive customer experience. With so many new opportunities for connecting with customers, you need a clearly articulated strategy to prioritize your customer contact dollars.
5 great ways to deflect calls to self-service channels
Keenan Samuelson | October 31, 2018
The phone is an expensive contact channel, so we gathered five best practices for routing customers to other channels. They include improving self-service options, communicating proactively, using virtual assistants, building a business case for call deflection, and allowing customers to self-serve.