Most recent content on this topic
E Source Forum 2019 Speaker Interviews
January 8, 2020
Did you miss the 2019 E Source Forum? Or did you go but missed a session or two? Watch these short video interviews of some of the Forum 2019 speakers to learn more about the technology, DSM, marketing, communications, CX, account management, and distributed energy topics they covered.
Is your website best in class?
Heather Hilgenkamp | November 6, 2019
We recently revealed the results and rankings from the 2019 E Source Review of North American Electric and Gas Company Residential Websites, so we compiled some high-level results in an easy-to-digest infographic. How does your website stack up?
Does anyone allow outage reporting via location-enabled mobile devices?
How can you make it easier for customers to report an outage? Take a lesson from organizations outside the energy industry. Companies such as Uber and AAA allow customers to use their mobile device's location services to request a ride or report a breakdown. Learn more in this Ask E Source answer.
E Source answer
Developing Your Future-Forward Customer Contact Channel Strategy
Keenan Samuelson; Jeffrey Daigle | March 21, 2019
Contact channels that weren't common a few years ago (such as chat) are now mainstream and necessary to deliver a positive customer experience. With so many new opportunities for connecting with customers, you need a clearly articulated strategy to prioritize your customer contact dollars.
Why you should have a mobile app and how to develop it without breaking the bank
Keenan Samuelson | December 5, 2018
According to the E Source Utility Mobile Apps: 2018 Industry Scan, 53% of utility companies don’t have a mobile app. New mobile options make it accessible for you to build a mobile experience no matter your budget. We cover your options in this report.
How do residential customers typically pay their bills?
Laura Ruff, Rachel Cooper | July 2, 2018
Curious as to how residential customers prefer to pay their bills with other service providers? Our report, which uses data from the 2017 Claritas Technology Behavior Track and Energy Behavior Track studies, looks into the channels customers use to pay their electric, Internet, TV, and phone bills.
TN Valley LPC Leaders Group Call: Upcoming Trends in Utility IVRs and Websites
Jeffrey Daigle | June 21, 2018
Join E Source as we look at upcoming trends in utility websites and interactive voice response systems (IVRs), as well as highlight the success story of a local power company that made improvements to its website or IVR.
Channel preferences of the future: Emerging trends among customers
Lisa Schulte | February 3, 2018
From mobile apps to online chat, new channels for reaching and engaging customers are continuously emerging. This report explores current customer channel preferences and makes some predictions about which channels utilities can expect customers to use more in the future.