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.
Redefining the Low-Income Customer Experience
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?
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
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
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.
Using Journey Analytics to Create Utility-wide Efficiencies
In this video excerpt, Lauren Smith, executive VP at ClickFox, talks about how to analyze customer journeys so you can learn where they succeed and where they fail. You can then apply that intelligence to use cases across the utility to gain efficiencies and improve the customer experience.
Reduce Costs and Efficiently Handle High-Volume Customer Transactions with Journey Mapping
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
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
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
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.