Most recent content on this topic
How technology is transforming the employee experience
Eryc Eyl | December 11, 2019
When employees have the right empowerment tools, they're more satisfied, engaged, and productive. After her E Source Forum 2019 session, Martha Brown, portal product owner at Duke Energy, shared how she built an intranet that meets corporate and employee needs.
Engaging Middle Managers to Stoke a Customer-Centric Culture
Organizations often overlook the critical role managers play in creating a customer-centric culture. Don't assume your managers know everything about your customer experience initiatives. Learn how to take action, educate, and empower them to be powerful customer experience advocates.
Engaging Employees in Customer Experience: Lessons from Beyond the Utility World
Eryc Eyl | April 23, 2019
What does it take to become truly customer-centric? How can utilities engage every employee to create an exceptional customer experience? What can utilities learn from other industries? Go beyond broadcasting, bribing, and badgering with an award-winning leader in employee and customer experience.
Radically Redesign Your Utility’s Customer Bill Using Design Thinking
Bill LeBlanc | June 26, 2018
Through recent ethnographic research, E Source revealed major conflicts between how utilities design their bills and the information customers want. We've transformed the bill redesign process and are looking for utilities to partner with us for their redesign efforts. Sign up to learn more.
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.
How to Change Your Utility’s Culture
Keenan Samuelson | January 9, 2018
Transformational change expert Bob Tipton from R S Tipton explains how to start the process of shifting your organization’s focus to be more customer-centric. It all hinges on communication and employee engagement to change behavior. Tipton spoke at the 2017 E Source Forum.
An Eye-Opening Customer-First Experience: E Design 2020 NextGen Workshop
Adam Maxwell | November 8, 2017
In October 2017, we hosted 50 utility innovators for the E Design 2020 workshop. Learn about our three-day approach to stepping into the customers’ shoes through design thinking. For years, utilities have said “We need to become more customer-centric,” and design thinking can accomplish this goal.
Innovative Approaches to Customer Experience and Employee Experience
Jeffrey Daigle | October 11, 2017
During the first half of 2017, we asked utilities across North America to share their achievements in utility customer and employee experience. Check out some of the best submissions.
How Do You Track the Effectiveness of Your CX Efforts?
Keenan Samuelson, Shawn Silzer | December 19, 2016
You can’t improve what you don’t measure. And your boss isn’t going to invest in your CX initiatives if you don’t show her it’s worthwhile. There’s no universal approach to measuring the value of your CX efforts, but you can follow these four steps to create a customized measurement solution.
E Source customer experience glossary
Jeffrey Daigle, Eryc Eyl, Keenan Samuelson | December 6, 2018
This glossary of customer experience (CX) terms will help you understand common CX buzzwords that you may be unfamiliar with. We'll continue to make updates, and we encourage you to send us your definitions. We're all better off when we're speaking the same language!