Multichannel interactions
Most recent content on this topic
Energy in the Context of Low-Income Customers' Lives: Insights from E Design 2020 Ethnographic Research
Adam Maxwell | November 21, 2019
Low-income customers have a lot on their plate, and they're not thinking about (and often don't know about) the energy-related services utilities can offer them. Through this web conference, you'll encounter video and audio clips of low-income customers talking about their energy challenges.
Virtual event
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.
Virtual event
E Source Completes Utility Industry’s First Omnichannel Study
Kym Wootton | April 18, 2016
This press release announces the release of results from the industry-first E Source Omnichannel Survey.
Journey-Mapping Customer Service Operations (Recording)
Rachel Reiss Buckley | April 12, 2016
Several utilities have recently taken customer experience concepts to the next level by implementing journey mapping for customer service initiatives. Learn how AGL Resources has made several changes to improve its customers' experience.
Presentations & collateral
Journey-Mapping Customer Service Operations
Rachel Reiss Buckley | April 12, 2016
Several utilities have recently taken customer experience concepts to the next level by implementing journey mapping for customer service initiatives. Learn how AGL Resources has made several changes to improve its customers' experience.
Virtual event
Omnichannel Survey
E Source assessed the omnichannel efforts of the utility industry across eight customer-facing channels. Our survey looks at the health and integration of those channels from a representative sample of US and Canadian residential customers and their utilities. E Source members can view the results.
Customer Experience Consulting Solutions
February 23, 2015
Learn how E Source Customer Experience Consulting Solutions can help you solve your specific business challenges.
