Most recent content on this topic
5 steps to developing an electric vehicle CX strategy
Lisa Schulte | September 24, 2020
Before you can effectively improve the customer’s electric vehicle (EV) journey, you need a strategy. Learn the five steps you should take to develop an effective EV customer experience strategy.
Using market research to inform your EV efforts
Sarah Baker | August 28, 2020
What does your utility need to do to get ready for electric vehicles? This snapshot of data from the E Source 2020 Electric Vehicle Residential Customer Survey can help you select technologies, design programs, and create a seamless customer experience.
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!