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Utilities are moving toward customer-centric experiences and services and are confronting the challenge of aligning yesterday’s tools and practices with tomorrow’s corporate and customer needs. Voice-of-the-customer (VOC) research is common but rarely has an effect on utility strategy or workflow.

A well-designed VOC program can transform utilities into customer-centered organizations by increasing transparency about the customer experience and providing a line of sight between individual contributions and the end goal: improved customer relationships.

You’ll learn:

• Considerations for aligning your organization
• How to measure experiences across channels and journeys
• Best practices for acting on insights (and why it’s harder than it sounds)
• Technology’s role in a VOC program
• Tips for improving the survey experience

Speakers:

Chad Garrett, Managing director, Consulting, E Source

Alissa Tambone, Senior consultant, E Source

Robin Christmas, Customer experience program manager, South Jersey Gas

For more information about attending this event, please email us or call 1-800-ESOURCE (1-800-376-8723).

NOTE: This event has already taken place. See below for recording, event description, and link to download the presentation slides.

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Join us as we reveal the latest updates to the E Source Business Customer Insights Center, our tool that provides utility companies with data from the E Source Gap and Priority Benchmarks about the energy-management needs and attitudes of specific business consumer sectors. During this web conference, we’ll review the tool’s newest features and present some intriguing data trends related to interest in business customer programs and non-energy-efficiency products and services.

You’ll learn how to:

• Use data from the tool to inform marketing, communications, and program-planning decisions
• Compare specific business customer sizes and sectors and see how they differ among energy-efficiency and product/service interest
• More effectively utilize the tool if you’re already a user

Speakers:

Luke Currin, Senior Manager, Marketing and Communications, E Source

Rachel Cooper, Lead Analyst, Market Research, E Source

For more information about attending this event, please email us or call 1-800-ESOURCE (1-800-376-8723).

NOTE: This event has already taken place. See below for recording, event description, and link to download the presentation slides.

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E Source and EnerTech Capital, the longest continuously operating venture investment manager with a focus on energy and power industries, have collaborated to bring a deeper and more-sophisticated level of access to the energy industry’s emerging innovators. To understand utility disruption and the resulting opportunities, it’s important to hear from the entrepreneurs themselves. For our Innovation Showcase web conference series, part of the E Source Utility Innovation Partnership Program, we’ll feature one industry innovator per event. Participants will learn about the entrepreneur’s technology as well as their market perspective, business strategy, and progress.

This month’s featured company is ConnectDER. According to its website, “The ConnectDER enables rapid connection of grid-ready distributed energy resources (DERs), especially solar photovoltaic systems, by creating a connection point to a collar that installs between a residential electric meter and a meter socket.” The technology promises to reduce logistical issues when installing solar and other DERs. Note: This web conference isn’t an E Source or EnerTech Capital endorsement of ConnectDER.

About the E Source Utility Innovation Showcase

We designed this web conference series to provide you with in-depth, structured presentations from privately owned companies with innovative products, services, and business models. We individually vet and select these companies based on their unique characteristics and market perspectives. Although not an endorsement, we believe these companies and their products could affect the energy industry and provide a window into new business models and new ways of thinking about utility opportunities.

Potential topics include:

• Company description
• Key management staff
• Problems the company solves
• Target market
• Competition
• Unique characteristics
• “Go to market” strategy
• Business model
• Technology or product roadmap and timeline

About the E Source Utility Innovation Partnership Program

This program provides utilities with specialized access to top-tier emerging market intelligence, energy venture deal flow, competitive market perspectives, and closed-door business conversations with some of the most experienced North American energy investors—all without having to make a long-term capital commitment. This partnership between E Source, one of North America’s most respected utility research and consulting firms, and EnerTech Capital introduces clients to new technologies, new business models, and new ways of thinking. Please reach out to Matthew Burks with any questions.

Speakers:

Matthew Burks, Chief Strategy Officer, E Source

Scott Ungerer, Founder and Managing Partner, EnerTech Capital

For more information about attending this event, please email us or call 1-800-ESOURCE (1-800-376-8723).

NOTE: This event has already taken place. See below for recording, event description, and link to download the presentation slides.

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Join us as we reveal the latest updates to the E Source Residential Customer Insights Center, an online analysis tool that compiles data from the Claritas Energy Behavior Track annual survey of approximately 32,000 residential customers in the US (conducted in partnership with E Source). During this web conference, we’ll review the tool’s newest capabilities and present some intriguing data trends.

You’ll learn how to:

• Use data from the tool to inform marketing, communications, and program-planning decisions
• Compare customer responses from your service territory with responses from other utility service territories
• More effectively utilize the tool if you’re already a user

Speakers:

Luke Currin, Senior Manager, Marketing and Communications, E Source

Rachel Cooper, Lead Analyst, Market Research, E Source

For more information about attending this event, please email us or call 1-800-ESOURCE (1-800-376-8723).

NOTE: This event has already taken place. See below for recording and event description.

During the call we learned about the challenges Ameren faced and how they have improved the customer outage experience with the help of E Source. Download this short case study that summarizes the challenges, solution, and results.

A power outage is a critical moment of truth for utilities. If handled poorly, an outage can break your relationship with customers. And when handled effectively, an outage can actually lift customer satisfaction. Solving this puzzle requires a customer experience vision, an implementation strategy, a strong team, and the voice of the customer. Join us for a one-hour web conference to hear how Ameren has been improving the customer outage experience with the help of E Source.

You’ll learn:

• How to realign customer outage communications to give them what they want
• Field training strategies that work
• The pitfalls of measuring performance
• Best practices for deploying IT enhancements

Speakers:

Melanie Wemple, Managing Director, Consulting, E Source

Angel Watkins, Senior Project Manager and Product Owner, Ameren

For more information about attending this event, please email us or call 1-800-ESOURCE (1-800-376-8723).

NOTE: This event has already taken place. See below for recording, event description, and link to download the presentation slides.

Download web conference slides (PDF)

Join us as we unveil the results of the E Source Business Customer Satisfaction: Gap and Priority Benchmarks 2017. During this informative web conference, we’ll share insights and key takeaways to help you focus your attention on the issues that matter the most to your customers and that have the greatest-demonstrated effect on customer satisfaction.

You’ll learn:

• What attributes are most important to your business customers
• The biggest gaps in serving key accounts and small and midsize businesses
• The most critical things you can do to increase business customer satisfaction
• Which utilities are successfully achieving business customer satisfaction and why

Interested in having your company gaps analyzed? Participate in the E Source Business Customer Satisfaction: Gap and Priority Benchmarks 2018.

Speaker:

Mike Hildebrand, Vice President, Account Management, E Source

For more information about attending this event, please email us or call 1-800-ESOURCE (1-800-376-8723).