Thursday, November 17, 2016

Maureen Russolo

Vice President, Strategic Business Development, E Source

Become a Customer-Focused Organization

Real-World Examples

Brooke Hansen

Corporate Account Manager, Qualtrics

© 2016 E Source | www.esource.com 2

The Reality for Utilities Today

Time is not

a luxury they

have

They’re

experiencing a

lot of concurrent

change

Utility revenues

are flat or

declining

© 2016 E Source | www.esource.com 3

Who Are You Being Compared To?

© 2016 E Source | www.esource.com 4

We need to

understand what

customers want

and value

© 2016 E Source | www.esource.com 5

CX Leaders Outperform the Market

Eight-year stock

performance

comparison of

customer experience

(CX) leaders, CX

laggards, and the

S&P 500 Index

(2007–2014)

110%

0%

107.5%

72.3%

27.6%

CX leaders S&P 500 Index CX laggards

Source: Qualtrics

© 2016 E Source | www.esource.com 6 ©2015 QUALTRICS LLC. ©2015 QUALTRICS LLC. ©2015 QUALTRICS LLC. ©2015 QUALTRICS LLC.

L A G G A R D S L E A D E R S

React to customer issues Proactively use market

research to deliver ahead

of expectations

Source: Qualtrics

© 2016 E Source | www.esource.com 7 ©2015 QUALTRICS LLC. ©2015 QUALTRICS LLC. ©2015 QUALTRICS LLC.

L A G G A R D S L E A D E R S

Fail to actively manage

employee engagement

as a key driver of customer

satisfaction

Implement full CX programs

that help monitor and improve

employee engagement

Source: Qualtrics

© 2016 E Source | www.esource.com 8

The need:

enhance your

KNOWLEDGE

about Your customers

Your employees

Your market

© 2016 E Source | www.esource.com 9

2 Quick Polls

© 2016 E Source | www.esource.com 10

Enterprise Feedback Management (EFM)

© E Source

© 2016 E Source | www.esource.com 11

EFM: Modernize to Control Your Future

Gather input in new ways

Look to new sources

Amalgamate data into a

single view

Get analysis and reports that

drive meaningful action

Use a tool that’s targeted to

meet your specific needs

COST

REVENUE

CULTURE

New customers

Cross-sell

Reduce churn

Process

improvement

Compliance and

consistency

Customer-centricity

Cross-functional

change

© 2016 E Source | www.esource.com 12

Brands and organizations

9K +

of the top 100 business schools

99

Users

2M +

Used In

Countries

75 +

The world’s leading insight platform

PROVO / USA

DUBLIN / IRL

SYDNEY / AUS

SEATTLE / USA

Qualtrics Is Our Technology Partner

© 2016 E Source | www.esource.com 13

NPS RECORD INCREASE IN NET

PROMOTER SCORE (NPS)

New Standard J.D. POWER AWARDS FOR

CUSTOMER EXPERIENCE

Research IMPROVED RESEARCH =

ACTIONABLE DATA

Results IMPACTING

SATISFACTION

Since 2012, ComEd has

increased its customer

satisfaction score more than

any other large electric utility

company in the United States.

J.D. Power now references

ComEd’s bill redesign as a

best practice for all utility

companies.

ComEd increased its ability to

deliver actionable insights and

fast-track critical projects.

In less than a year, ComEd—with

confidence—circulated a new

billing statement to nearly 4

million households, knowing that

it would be well received and

would have a positive impact on

customer satisfaction.

©2015 QUALTRICS LLC.

“Other utilities around the country have called us to ask us

how we did this bill transformation, and how we did it so

quickly. Well, we used Qualtrics.“

COMED + QUALTRICS

© 2016 E Source | www.esource.com 14

+12 points NPS GAIN IN 3 MONTHS

$3.2 Million INCREASE IN PRODUCT

REORDERS

10,000 SURPRISED AND

DELIGHTED CUSTOMERS

Prior to Qualtrics Vocalize, the

company didn’t have a way to

close the loop and respond to

customers’ concerns.

3.8% increase in product

reorders translates to more

than $3.2 million in additional

revenue since launch, driven by

empowered employees who go

above and beyond.

Executives and others send

10,000 thank-you notes each

month and fulfil unique

requests for everything from

pizza to sports tickets.

“We saw this huge opportunity

using Qualtrics to track and

directly respond to people’s

input.”

©2015 QUALTRICS LLC.

“I’m so delighted; you have me for life!”

1-800 CONTACTS + QUALTRICS

Awards INNOVATION IN SERVICE

EXCELLENCE

© 2016 E Source | www.esource.com 15

40% FASTER RESPONSE

TIMES

30% INCREASE IN

CONVERSION RATES

10% INCREASE IN

ENGAGEMENT RATES

REVERSED NEGATIVE

PRESS TRENDS AND

GENERATED POSITIVE

PRESS

Qualtrics technology helped

create faster and easier

experiences for millions of

healthcare seekers on the

highest-volume healthcare

website in the world.

Qualtrics collected website

feedback from 130 million

individuals using site-specific,

targeted surveys to make

changes in real time and

dramatically improve site

conversion.

Better experiences translate to

higher engagement and

satisfaction, which increased

registration numbers.

Press coverage for

HealthCare.gov has virtually

done a 180 from negative to

positive—driven largely by the

insights from Qualtrics

solutions.

©2015 QUALTRICS LLC.

10 Million Registrations

Made Fast and Easy by Qualtrics

HEALHCARE.GOV + QUALTRICS

© 2016 E Source | www.esource.com 16

What’s in a Winning EFM Strategy?

Apply results to

corporate key

performance

indicators

Integrate findings

to create a world-

class CX strategy

Capture information

from all the right

channels

Create dashboards

of relevant

information

Get the right

information to

decision-makers

Create visible,

actionable

metrics

Identify the

drivers of

customer value

and areas of

focus

Measure CX

improvements in

narrow, selectively

chosen areas

© 2016 E Source | www.esource.com 17

Our EFM Approach

Understand

and plan

Implement

Improve

Assess

Act

© 2016 E Source | www.esource.com 18

On-site employee interviews and surveys

On-site customer interviews

Customer phone interviews

Online customer surveys

Review of your material

Understand and Plan

© 2016 E Source | www.esource.com 19

Implement

Use templates to

make survey

creation painless

Easily edit

surveys in

real time

Use employees’

and customers’

preferred channel

© 2016 E Source | www.esource.com 20

Assess

Get results from a

single, integrated

dashboard

Gather results

across all

platforms

Track comments

in real time

© 2016 E Source | www.esource.com 21

Quick Poll #3

© 2016 E Source | www.esource.com 22

Act

Tailor dashboards to

specific audiences

Integrate text and

web analytics

Drive immediate action

with real-time results

Zoom out to see

larger trends

Assemble critical proof

points for business cases

© 2016 E Source | www.esource.com 23

Want to Learn More About How to Modernize Your CX Research?

Maureen Russolo

Vice President, Strategic Business Development, E Source

303-345-9146 maureen_russolo@esource.com