Celebrating Innovation in Utility Customer Engagement and Awards
Celebrating Utility Excellence at the E Source Forum
The annual E Source Forum shines a spotlight on outstanding initiatives.
Recent highlights from the 38th annual E Source Forum brought together over 500 utility professionals who gathered to explore effective strategies aimed at enhancing customer experiences, load flexibility, and advertising innovation. This renowned event celebrated the best practices in the utility sector, emphasizing how companies can evolve and cater to growing customer expectations.
At the forum, hosted in a central location, significant awards were presented in three main categories: Customer and Employee Experience, Website Excellence, and Advertising Campaigns. The gathering illustrated a collective commitment to addressing pivotal industry challenges, such as affordability and energy efficiency.
Filomena Gogel, President of Research and Advisory at E Source, moderated the event and expressed her admiration for the utility sector's efforts: "The utility landscape is currently undergoing transformative changes. Utilities must balance grid reliability with affordability while also adapting to rising customer expectations. Our work enables us to support these clients as they face these challenges while showcasing their ingenuity and commitment to customer-centered initiatives. Congratulations to all the winners who stand out for their incredible contributions to our industry."
Award Categories and Highlights
The awards recognized initiatives that significantly improved customer satisfaction and employee engagement. Each submission was meticulously evaluated based on creativity, the breadth of impact, and execution quality.
Customer and Employee Experience Awards
The winners of this category included:
- Customer experience: Tacoma Public Utilities
- Employee experience: Newfoundland Power
- Small utility excellence: Tacoma Public Utilities
Website Excellence
For several years, E Source has established benchmarks for utility websites, emphasizing usability and design quality. This year, the evaluation criteria focused on the ease of finding essential information, functionality, content quality, and visual appeal.
- The Website Excellence Award: CPS Energy
Advertising Excellence Awards
The forum showcased advertising campaigns submitted across diverse categories evaluated by a discerning panel of judges. Each entry was assessed on its concept, messaging, creative execution, and impact.
- Affordability and Equity: Enbridge Gas – "Home Winterproofing Program Fall"
- Brand and Sustainability: Nicor Gas – "Mission: Zoo-Possible"
- Energy Efficiency and Demand Response: PECO – "Addressing the Elephant in the Room"
- Energy Generation and Renewables: Enbridge Gas – "Renewable Natural Gas Educational Video"
- Mobility and EVs: Orange and Rockland Utilities – "SmartCharge New York"
- Safety and Outages: Georgia Power – "Here for You: Hurricane Helene"
- Self-Service: PSEG Long Island – "EE Marketplace – In Plain Sight"
Insightful Discussions and Collaborations
The E Source Forum creates a platform for utility professionals to share insights, best practices, and innovative strategies across multiple areas. The learning tracks included Load Flexibility and DER Strategy, Electrification, Electric Transportation, Affordability, Customer Experience, and Marketing Communications.
This event isn't just a ceremony; it provides invaluable networking opportunities where utility experts can collaborate and learn from each other and from esteemed researchers. The insights gained can drive impactful decisions that address critical industry issues.
About E Source
E Source stands at the forefront of delivering innovative customer, grid, and technology solutions. Their services enable utilities to harness data for making informed decisions, ultimately improving customer relations and promoting sustainability. Based in Boulder, Colorado, E Source has a dedicated team that spans across the United States and Canada, helping over 350 utilities navigate the complexities of electrification and affordability challenges.
Frequently Asked Questions
What is the purpose of the E Source Forum?
The E Source Forum connects utility professionals to share insights and strategies for improving customer experience and operational efficiency.
Who were the winners of the Customer and Employee Experience Awards?
The awards recognized Tacoma Public Utilities for both customer experience improvements and small utility excellence, along with Newfoundland Power for employee experience.
What criteria were used to evaluate the award entries?
Entries were assessed based on their creativity, organizational impact, measurable success, and quality of execution.
How does E Source support utilities?
E Source provides analytics, advisory services, and data-driven solutions to help utilities better serve their customers and address industry challenges.
What topics were covered in the learning sessions at the Forum?
Topics included load flexibility, electrification, energy efficiency, customer experience, and innovative marketing techniques.
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