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5 tips for an effective communication strategy

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When it comes to customer experience, communication and engagement are two factors that heavily influence overall success. It’s important to keep this in mind so your campaigns don’t fall flat. For example, implementing a new business technology, like a customer engagement platform, can be a complex process that affects staff and customers. But a well-designed communication campaign that includes effective customer engagement and organizational change management activities can help the implementation go smoothly.

How to design seasonal messaging and communicate energy-saving tips

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Contents

Emily Sedlacek

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Emily Sedlacek began working as an editor at E Source in the summer of 2022. Prior to joining the editorial team at E Source, she worked at North Carolina State University as a research administrator. In this role, she contributed to grant writing efforts and managed grants for several campus offices, including the Institute for Transportation Research and Education, the Data Science Academy, and the Office of Institutional Equity and Diversity.Emily also taught rhetoric and composition and worked in the writing center at Appalachian State University.

Karen Marcus

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Karen Marcus is a senior research analyst for Customer Engagement Solutions. In her role, Karen conducts original research, creates clear and data-driven content, and responds to research requests to help utilities better serve their customers. She writes reports, blogs, webinars, and presentations, working with her colleagues to deliver timely, relevant, and usable insights and recommendations to E Source members. Before joining E Source, Karen worked as a freelance content developer for companies in technology and energy.

Catherine Forrest

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Catherine Forrest (she/her/hers) is responsible for strategic planning, team management, and project execution for the editorial team within the research department. She manages and oversees a staff of writing, editing, and content strategy experts who bring E Source’s research to the customer.Before joining E Source, Catherine accumulated two decades of editorial and production experience in academic, scholarly, and research publications. Catherine holds a BA in English and modern languages from Bowie State University and is a board-certified Editor in the Life Sciences.

Huntsville Utilities Knows How to Win Back Customers

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When Huntsville Utilities’ customers began driving to its office because it was quicker than calling customer service, the utility knew it needed to make some changes.

At E Source Forum 2017, customer service manager Kim Torres explained the tactics Huntsville Utilities used to rebuild its relationship with customers and prioritize customer experience (CX) moving forward. Her advice for other utilities?

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