Most recent content on this topic
Optimizing the new-construction experience for utilities and their partners
Barbara McCabe | June 24, 2020
To accommodate any COVID-19-related safety requirements or customer concerns, you need to reassess your new-construction processes. Take this time to become a better partner for builders, contractors, and end-use customers, and to provide an improved experience during the new-construction process.
The electrification framework that benefits customers, the grid, and the planet
Kevin Andrews, Gabe Cuadra, Luke Currin, Steven Day, Bryan Jungers, Bill LeBlanc, Ryan Odell, Jay Stein, Tim Stout, Courtney Welch | June 16, 2020
Electrification, or the increased adoption of electric end-use technologies, isn’t a new trend, but the idea is undergoing a renaissance. This time, the focus has significant though nuanced differences from prior waves of electrification. In this report, we present our electrification framework.
E Source Digital Strategy Summit for the Tennessee Valley
July 23, 2020
E Source is putting on a two-part event to help utilities in the Tennessee Valley improve their digital strategy. Join our experts and your peers to learn how to create a killer social media presence and optimize your websites to best serve customers
VOC maturity in the utility sector
Eryc Eyl | March 9, 2020
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
Eryc Eyl | February 20, 2020
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.
How BGE used E Source expertise to engage its employees and improve the customer experience
Eryc Eyl | January 21, 2020
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
Jordan Tobey | December 4, 2019
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
Lisa Schulte | January 8, 2020
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
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.
Top-Rated Utility Websites Prioritize Customer Needs, According to 2019 E Source Study
Sannie Sieper | September 3, 2019
This press release announces the top utilities in 2019 E Source Review of North American Electric and Gas Company Residential Websites.