Most recent content on this topic
VOC maturity in the utility sector
How do your voice-of-the-customer (VOC) management practices stack up against other utilities’ practices? Data from the 2018 E Source Customer Experience Survey reveal strengths and opportunities for improvement in managing VOC.
Engaging employees in the utility customer experience
Utilities that want to become more customer-centric need to do more than just implement new technology, increase first-contact resolution, and update their branding. They need employees in all functions and at all levels to think and work in customer-centric ways.
Customer Care (R)evolution Summit
Customer care operations are the keystone for how we interact with customers, but major shifts in customer perceptions and behaviors mean we have to revolutionize our people, processes, and technologies. Join us as we examine the forces of change and help you start your own (r)evolution.
How BGE used E Source expertise to engage its employees and improve the customer experience
BGE used E Source research, resources, and customer experience (CX) expertise to engage employees across the organization in CX. As a result, the utility moved up three places among its peers in the J.D. Power Electric Utility Customer Satisfaction Study. Learn how you can replicate BGE’s success.
Case Studies for Achieving Cost-Effective Portfolios: Solution Showcase Series
During this web conference, we’ll showcase three residential case studies from utilities and their partners on how they’re seizing new opportunities to meet demand-side management program goals.
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.
Top-Rated Utility Websites Prioritize Customer Needs, According to 2019 E Source Study
This press release announces the top utilities in 2019 E Source Review of North American Electric and Gas Company Residential Websites.
6 Must-Attend Sessions at This Year's E Source Forum
At the 2019 E Source Forum, we'll be hosting innovative sessions in six topical tracks that represent the most pressing subjects in today's energy industry: account management, customer experience, demand-side management, distributed energy resources, marketing and communications, and technology.
The Importance of an Electrification Roadmap
Developing an electrification roadmap is an important first step in advancing any utility electrification initiative. Without a roadmap, it can be difficult to keep track of your progress, see where you're headed, and decide how you should communicate your progress internally and externally.