Our Website Design Center will give you the information you need to build and optimize your online customer contact channel. You can access all of our benchmark studies, rankings, feature analyses, and additional resources to help your utility design a highly functional and user-friendly website.
E Source recently released findings from its industry-first Omnichannel Survey. By gathering omnichannel data from 51 electric and natural gas utilities in the US and Canada, as well as insights from more than 800 residential utility customers, E Source illuminated the gaps between customer and utility perceptions of omnichannel experiences across eight customer-facing channels.
The E Source Omnichannel Survey assesses the omnichannel efforts of the utility industry across eight customer-facing channels:
From a residential customer perspective, we look at:
E Design 2020 was a three-year, collaborative project designed that helped utilities rethink, revitalize, and reimagine the portfolio of products, services, and customer experiences offered to the new energy consumer. Using best practices from outside industries, E Design 2020 helped utilities apply design thinking to create customer-centric solutions.
Utility interactive voice response systems (IVRs) continue to offer customers an improved experience over time, allowing them to find desired features more quickly and enabling them to perform a wide range of tasks. However, there’s still room for improvement when it comes to offering a seamless customer experience.
Thanks to cheaper processing power and better algorithms, data science is easier to apply than ever. This change will invariably impact the experience customers have with their utility. However, like with any new development, it’s important to understand what you should and shouldn’t do to leverage data science outcomes. This ebook explains how utilities can effectively use data to enhance their customers’ experience.
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Utilities have an opportunity to retain and engage customers by supporting solar power. This infographic shows the characteristics of business customers adopting solar and the top business sectors that have already adopted photovoltaics at their largest facility.
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Your residential customers love rooftop solar—there’s no denying that. What we weren’t sure of is whether their perceived costs of rooftop solar are a factor behind their support for it.
We surveyed more than 7,000 residential North American customers about the costs of rooftop, community, and large-scale solar compared to traditional grid-supplied electricity. We then gave them a basic solar education and asked our questions again to see if their support shifted. The results may surprise you.
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If you’ve ever had a conversation with a customer experience (CX) professional, you’ve probably been barraged by buzzwords. This e-book is a primer to help you get fluent in the language of CX. Check out the complete E Source Customer Experience Glossary to learn the meanings of more than 100 CX-related terms. Before you know it, you’ll be using your VOE to talk CXM to your CCO.
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