As we wind down from the 2018 E Source Forum and head back to the office, we’re basking in the glow of an event that brought together 700 utility industry professionals in one place. Sure, we covered many important topics throughout the week—from new energy technologies and methods of managing demand to the proliferation of solar and electric vehicles—but at the heart of it all, and the overarching theme throughout the event, was the importance of putting the customer at the center of everything we do.

That’s why this year, with these ideas fresh in our minds, E Source is proud to participate in the 6th annual CX Day: a global celebration of the companies and professionals that create great experiences for their customers.

We have long touted the benefits of focusing on the customer to our utility clients, but as utilities face stagnating demand, growing costs, regulatory pressure, and a rapidly evolving energy industry, this focus has become imperative. While utilities navigate these turbulent waters, customers develop increasingly sophisticated expectations of all service providers and experiences, and utilities struggle to keep up.

Last year, to promote and reward utilities’ improvement efforts, we created the Achievements in Utility Customer Experience awards, and we’re pleased to highlight the 2018 winners—the utilities that went above and beyond in creating positive experiences for their customers.

The foundation of a good customer experience (CX) is, of course, a utility’s employees, which is why we also give awards for Achievements in Utility Employee Experience—highlighting internal initiatives that empower employees to deliver the best customer experience possible.

So without further ado, here are the winners of the 2018 E Source Achievements in Utility Customer and Employee Experience competition!

Achievements in Utility Customer Experience

Second place: Exelon Corp.

The goal of Exelon’s mobile app project was to create a unified and consistent mobile experience across the company’s six utility operating companies. The app serves residential and commercial customers alike. Beyond all of the features offered by this app, it has one that our judges recognized as being excellent: slide to pay.

Exelon incorporated many new features into its unified mobile app experience to improve the customer experience.
Picture of Exelon’s Kim Friebel posing with E Source CEO Wayne Greenberg after winning second place in the Achievements in Utility Customer Experience Awards

First place: Pacific Gas and Electric Co.

Pacific Gas and Electric Co. (PG&E) introduced technology to assist field teams with on-the-fly translations. This solution helps field teams deliver safety information in a more timely manner and improves satisfaction among the utility’s non-English-speaking customers, while also reducing the number of employees required to manage non-English transactions.

A Pacific Gas and Electric Co. customer uses new on-the-fly translation technology to work with a customer service representative.
Picture of a Pacific Gas & Electric customer using new on-the-fly translation technology to work with a customer service representative.

Achievements in Utility Employee Experience

Second place: Con Edison

Con Edison created a game focused on what to do in a natural gas emergency. The project was extremely cost-effective and has been used to train more than 700 employees.

To start playing the Con Edison Gas Emergency game, employees click on a customer scenario.
A screenshot of the ConEdison Gas Emergency e-learning game for employees that trains for gas leaks, hissing pipes, pilot light issues, or a general ticket.

First place: National Grid

National Grid designed an engagement platform to increase employee awareness of and engagement with energy efficiency. With traveling photo booths and other tools, the utility reduced the percentage of employees who knew little of energy efficiency by 50%.

National Grid’s Kimberly Grant poses with E Source CEO Wayne Greenberg after winning first place in the Achievements in Utility Employee Experience Awards at the 2018 E Source Forum
Picture of Kimberly Grant of National Grid accepting the first place award for Achievements in Utility Employee Experience.

A big congratulations to this year’s winners. We encourage all utilities and energy organizations to keep the customer front and center when planning for and delivering products and services. Research shows that 73% of people point to CX as an important factor in their purchasing decisions, so don’t leave money or opportunity on the table. And if you don’t already, consider celebrating CX Day at your own organization in 2019.

CX Day 2018 stat: 73% of all people point to CX as an important factor in purchasing decisions - PWC (2018)

Contributing Authors

Lead Analyst, Customer Experience

Eryc Eyl focuses on the power of customer experience, organizational effectiveness, change management, employee engagement, and culture to optimize...