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.
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
Eryc Eyl | November 5, 2020
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.
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!