[Video] How an Energy Leader Built a Superior Customer Experience eTouchPoint One forward-thinking energy leader realized it needed to revamp its customer experience (CX) program They took strategic steps to accelerate their customer messaging and feedback gathering...
Surveys are ubiquitous. Customers have grown accustomed to seeing survey links at the bottom of receipts and receiving survey invitations by email. The good news about the proliferation of surveys is that it shows more companies are taking customer experience (CX)...
Operational excellence has long been the #1 priority for power and utility companies–but today’s customers expect a different relationship with their service providers. A leading energy company recognized a need to deliver a superior customer experience....
WE Magazine, a publication of Western Energy Institute, recently featured a case study of a successful eTouchPoint engagement with a leading natural gas utility. The byline article by eTouchPoint president, Chip James, highlighted how the forward-thinking energy...
Research firm Forrester has found that nearly 3/4 of all companies consider improving the customer experience (CX) to be their #1 priority. Join us on November 14, 2017 at 11:00 AM ET/8:00 AM PT for a CX webinar to learn how one company with big CX ambitions achieved...
Imagine your CX program has been moving along at a satisfactory pace for months. Your CX metrics are reliable–some peaks, some valleys–but nothing too concerning. Then something shifts. It may be sudden or gradual–but you recognize that your CX...
Today, most companies seem to recognize that customer experience (CX) is an essential element of their business. They’ve taken first steps into building a CX foundation by inviting customers to participate in surveys and offer feedback. But companies could gain...
When done well, a mature Customer Experience (CX) program touches every corner of an organization. Companies less far along the CX path can find it challenging to contemplate that potential future. By selecting targeted, but small CX actions companies can achieve...
