Sitecore Experience Awards

Con Edison logo

Con Edison

SEA category: Most intelligent content optimization​ ​
Project brief

Con Edison, a utility company, has grown its digital services and increased customer satisfaction with a personalized experience, including the ability to view and track energy consumption.

Capabilities

XP

About

Con Edison

North America

Energy

CHALLENGE

Build a digital experience to allow customers to self-serve

  • Connect legacy and disparate data and systems
  • Create personalized experience with data visualization and messages
  • Launch ability for efficient campaigns
  • Integrate mobile app and website
  • Increase customer satisfaction
  • Deliver short-form, digestible content
SOLUTION

Solutions used

OUTCOME

Created an intuitive, modularized dashboard

  • Delivered personalized messages
  • Increased number of customers signing up for digital services
  • Grew engagement; average of 477,000 engagements/week on personalized visualization charts
  • Boosted customer satisfaction; NPS Score of +46.3, up 10.3 points year-over-year
  • > $1 million in cost savings since 2017
  • Retained nearly 95% of enrolled customers in Rate Pilot Program
  • Built modularized Energy Futures Hub
  • Generated thousands of unique page views for Energy Futures Hub, among top five pages visited
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