Most recent content on this topic
Achievements in Utility Customer and Employee Experience: 2019 Winners
After the Achievements in Utility Customer and Employee Experience session, ComEd's Arielle Resol talked about how the utility uses virtual reality modules for employee training and how the program helped increase employee satisfaction.
Charting a Course for Utility Voice Assistant Development
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.
How Do You Promote Efficiency to Grocery Stores?
We provide insights on working with grocery store owners, highlight energy-efficiency programs and measures that are appropriate for grocery stores, and provide examples of marketing campaigns.
What Canadian Customer Insights Does E Source Offer?
Which of your customers want an electric car? What are their communication preferences and online behaviors? The E Source Canadian Residential Customer Insights Center answers these questions and many more. Join this web conference to learn what consumer insights you can access through this tool.
How are utilities engaging customers on social media?
The 2018 E Source Social Media Survey revealed which social media channels utilities are using to connect with their customers as well as the most successful techniques utilities have developed for boosting engagement on social media. Check out our infographic to learn more!
Are We Getting Utility Bill Designs All Wrong?
Sign up for E Source's upcoming bill redesign web conference on June 26, 2018, to learn how to better design your utility bill to serve customers' needs. We'll discuss our recent ethnographic market research, customer-centric design-thinking approaches, and more.
Radically Redesign Your Utility’s Customer Bill Using Design Thinking
Through recent ethnographic research, E Source revealed major conflicts between how utilities design their bills and the information customers want. We've transformed the bill redesign process and are looking for utilities to partner with us for their redesign efforts. Sign up to learn more.
Best Practices for a Successful VOC Program
Utilities are striving for major customer experience improvement, but direct customer input is often a sidenote in their playbook rather than an integrated part of the strategy. This web conference highlights best practices when it comes to voice-of-the-customer (VOC) research.
Customer Storytelling: Building Empathy Through In-Context Research
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.
IESO Engages Remote Populations by Building Trust and Getting Community Buy-In
From 2013 to 2015, the IESO ran the Aboriginal Conservation Program (ACP). At the 2017 E Source Forum, program manager Katie Fotheringham talked about the challenges the organization faced when implementing the ACP and the strategies it employed to achieve over 8 GWh in verified net savings.