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.
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.
Redefining the Low-Income Customer Experience
Lisa Markus | May 16, 2019
Join us for this one-hour web conference to learn how companies use market research, segmentation, customer journey mapping, innovative marketing techniques, and internal alignment to better understand and support low-income customers.
Are We Getting Utility Bill Designs All Wrong?
Bill LeBlanc | June 13, 2018
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.
Breaking Down Barriers to Innovation
Adam Maxwell | May 17, 2018
E Source hosted over 160 utility innovators in Seattle, Washington, in early April for a conference focused on moving ideas into action. We got the chance to discuss common barriers to innovation and to collaborate with peers on how to overcome those barriers.
Best Practices for a Successful VOC Program
Chad Garrett | June 6, 2018
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.
Reduce Costs and Efficiently Handle High-Volume Customer Transactions with Journey Mapping
Eryc Eyl, Maureen Russolo | March 29, 2018
When customer service professionals use customer experience management techniques like journey mapping to optimize transactions, they can reduce operational costs.
Using Empathy Mapping to Design Better DSM Programs
Liza Minor | January 9, 2018
How can empathy mapping help DSM program planners and managers meet customer needs? By putting them in their customers' shoes. At the 2017 E Source Forum, we hosted an empathy-mapping mini-workshop. Check out this infographic to feel like you were there!
Evaluating Emerging Technology Using Journey Mapping
Jeffrey Daigle | March 14, 2018
Journey mapping is one of the most powerful tools in the customer-experience realm, but other departments can benefit from this tool. Join E Source as we explore how journey mapping can improve your emerging technology evaluation process.
Journey Mapping Your Demand-Response Programs
Jeffrey Daigle | February 14, 2018
Journey mapping is one of the best tools within the customer experience realm, and it offers benefits to other organizations within the utility. Join E Source as we explore a demand-response journey from the customer's perspective and identify areas to improve.