This exclusive in-person event for strategic leaders and portfolio managers from utilities across the US and Canada is a vendor-free, open-format dialogue. Attendees will share their expertise and discuss ways to improve their top customer experience (CX) challenges and strengthen their customer relationships and satisfaction.  

Why you should attend: 

  • This is the only industry event dedicated to a closed-door, vendor-free dialogue with top utility CX, contact center, and digital channel leaders from the US and Canada.  
  • Our roundtable discussions give you a chance to share tactics for customer-centric solutions, while reflecting on challenges related to specific customer journeys, channels, and segments.  
  • You’ll leave the meeting with new ideas, contacts, and action items to optimize your CX strategy, including both your customer service and self-service channels. 

Finalized agenda to come, but previous topics we’ve covered include: 

  • How to prioritize your CX efforts to align with customer and utility needs 
  • Ways to implement AI and new technologies to decrease employee effort and drive greater customer outcomes 
  • What CX leaders can do to address affordability and high bill issues with their customers 
  • How to measure your CX effectiveness and make the business case for new initiatives 
  • Tactics to improve specific journeys, such as outages, new construction, or starting service 

Who can attend?  
The Customer Experience Leadership Council is a closed-door session. Participation is limited to attendees who meet these criteria: 

  • You must be a member of the E Source Customer Experience Strategy, Customer Service Operations, or Digital Self-Service memberships 
  • You must be a nominated leader from a utility CX, contact center, or digital experience/self-service channels group (typically department heads) 
  • You received a personal invitation from E Source 

Up to two representatives per member utility may attend. Please email us if you’re unsure whether you meet our participation criteria. E Source reserves the right to deny event access to any individual or company. For more information about attending this event, please email us or call 1-800-ESOURCE (1-800-376-8723).  

We value your input  
Have a specific challenge you’d like to address at the fall meeting? Email us. 

E Source Forum 2026
Mark your calendars and make plans to join us the next day for E Source Forum. Forum blends content and fun to create a unique atmosphere that fosters collaboration and networking among utility professionals from across the US and Canada. You’ll leave Forum with new strategies and best practices you can use to support the critical work you’re doing and to help you navigate the ever-changing utility industry.