Avangrid Inc., a leading sustainable energy company and member of the Iberdrola Group, recently won the E Source award for Achievement in Residential Customer Experience (CX). This award was presented to Avangrid representatives at the Utility Awards Ceremony held by E Source at the closing session of Forum 2024, the 37th edition of E Source’s annual event held from Oct. 8-10 in Denver, Colorado. Judges recognized the Avangrid CX and Digital Center of Excellence (CoE) for reaching substantial and positive outcomes for customers.
“We are honored to have received this award, which further validates Avangrid’s commitment to our customers,” said Pedro Azagra, Avangrid CEO. “Our CX and Digital CoE are helping us engage with and serve our communities more efficiently and at greater scale with higher customer satisfaction. The talented professionals leading this effort are leveraging the latest technologies to anticipate challenges and resolve them quickly, leading to improved experiences for our customers in Connecticut, Maine, New York, and Massachusetts.”
Congratulating Avangrid for winning this award, Filomena Gogel, president, research and advisory at E Source, said, “Customer satisfaction is increasingly becoming central to how utilities measure their success and effectiveness. We are delighted to recognize Avangrid’s customer excellence with the Residential Customer Experience Award. It’s fantastic to see effort and intention behind their Customer Experience and Digital Center of Excellence. This honor highlights their capacity for innovation and dedication to providing exceptional customer experiences.”
With more than 80% of customer interactions occurring through digital channels, the CX and DigitalCoE mission is critical to achieving Avangrid’s customer satisfaction goals. It has delivered better customer experiences through digital journeys, which is making a meaningful difference to customer satisfaction. For example, it has contributed to reducing the hold time for customers seeking a new connection in New York, improving the Net Promoter Score for service response to customers moving in or out by 200 percent, boosting the number of customers enrolled in e-billing, and increasing enrollment in Outage Alerts by 50%. Similar initiatives have been deployed with compelling results across Maine, Connecticut, and Massachusetts where the company has seen a transformation in the customer experience for power restoration, moving homes and payments processes.
“We are proud to have earned this recognition, which proves that breaking down barriers between functions and teams results in business transformation and improves the customer experience,” said Craig Paterson, senior director of customer experience and digital transformation at Avangrid. …We are now better positioned to anticipate and react in this new environment and creating a blueprint for how to deliver safe and reliable energy in a rapidly changing world through a compelling customer experience.”
Judges evaluated award submissions based on four categories: unique approaches and creativity, whether the project affected multiple areas of the organization, metrics and results, and overall impression. E Source is a utilities-focused consulting, research and data science company.
