#USA #Denver #Customer Experience #E Source Forum #Utility Excellence

Celebrating Innovation in Customer Experience at the 2025 E Source Forum

The 2025 E Source Forum, held from October 6-8 in Denver, Colorado, was a significant gathering, bringing together over 500 professionals from the utility sector. This year's event focused on addressing the pressing challenges facing the industry, including customer experience enhancement, load flexibility, electrification efforts, affordability, and innovative marketing strategies.

E Source, a prominent provider of customer and technology solutions in the utility sector, used this platform to recognize outstanding achievements through its annual awards across various categories, including Customer and Employee Experience, Website Excellence, and Advertising Campaigns.

During the awards ceremony, hosted by Filomena Gogel, E Source's President of Research and Advisory, the significance of customer-centric initiatives in an industry undergoing rapid change was highlighted. "The utility sector is navigating a landscape of unprecedented disruption, striving to meet increased customer expectations while balancing affordability and grid reliability," Gogel remarked. This ceremony aimed to honor those utilities that have excelled in these areas, helping set a new standard for excellence in service and marketing.

Awards Breakdown

Customer and Employee Experience Awards

These awards celebrated initiatives that significantly enhanced customer satisfaction and employee engagement across the board. The assessment criteria focused on both creativity and measurable outcomes.

• - Customer Experience: Tacoma Public Utilities received recognition for their innovative customer service strategies.
• - Employee Experience: Newfoundland Power was acknowledged for its initiatives focused on employee well-being and engagement.
• - Small Utility Excellence: Tacoma Public Utilities claimed this award as well, showing exceptional service standards.

Website Excellence Awards

Since 2002, E Source has evaluated utility websites for usability and effectiveness. This year’s assessment placed emphasis on factors like ease of information discovery, functionality, content quality, and design aesthetics.

• - Website Excellence: CPS Energy’s website was honored for its user-friendly design and effective content.

Advertising Awards

The forum featured a dynamic segment where utilities submitted their advertising campaigns across seven different categories. Judges evaluated the entries based on concept originality, message clarity, creativity, and campaign results. This year’s standout campaigns included:

• - Affordability and Equity: Enbridge Gas, recognized for their "Home Winterproofing Program Fall" campaign.
• - Brand and Sustainability: Nicor Gas with their compelling "Mission Zoo-Possible" initiative.
• - Energy Efficiency and Demand Response: PECO made waves with "Addressing the Elephant in the Room."
• - Energy Generation and Renewables: Enbridge Gas once again with their educational video focusing on Renewable Natural Gas.
• - Mobility and EVs: Orange and Rockland Utilities were acknowledged for their innovative "SmartCharge New York" initiative.
• - Safety and Outages: Georgia Power earned recognition for their proactive campaign titled "Here for You Hurricane Helene."
• - Self-Service: PSEG Long Island for their "EE Marketplace – In Plain Sight."

The forum provided a rich environment for learning and collaboration among utility professionals, featuring sessions led by E Source researchers and industry experts. Participants engaged in discussions across multiple tracks, including Load Flexibility, Energy Efficiency, Electification, and more, all geared towards enhancing operational capabilities in the face of evolving industry demands.

E Source, through its Research and Advisory practice, delivers subscription-based solutions and support to over 350 utility providers across North America, helping them make data-driven decisions on crucial issues like energy efficiency and customer service.

As we move forward into a new era of energy services, the lessons learned and the innovations recognized at the E Source Forum will undoubtedly play a pivotal role in reshaping utility services, focusing increasingly on customer-centric strategies and sustainable practices. To explore E Source's Research and Advisory services further, visit their official website.

About E Source

E Source is dedicated to providing companies in the energy sector with leading solutions that improve their decision-making processes. By fostering better customer relations and environmental stewardship, E Source is committed to helping utilities and their customers thrive together. Headquartered in Boulder, Colorado, with teams across the US and Canada, they are persistently advancing the utility landscape.