Transforming customer experience at Con Edison.

Challenge

Con Edison, a major utility servicing Manhattan and surrounding areas, is facing a complex modernization challenge. Federal and state regulations require an overhaul of the aging electric grid and a shift toward renewable energy. They also need to support the growing transition toward electrification of buildings and transportation. This massive transformation requires changes in consumer behavior, infrastructure upgrades, and the development of new products and tools. 

Amid these industry-wide challenges, Con Edison recognized the need to shift the way they interact with their customers and evolve their customer relationships. As a result, Con Edison launched a Customer Experience Team to spearhead this transformation, and they sought out a strategic partner to staff this new center with top-tier talent.

Solution

Leveraging a successful past partnership with their Corporate Affairs Team, Con Edison once again turned to Aquent Talent to help staff their Customer Experience Team. Our multi-faceted approach included:

• Strategic Talent Placement: We began by strategically identifying and placing highly skilled experts in critical areas like CX strategy, customer journey mapping, analytics, business intelligence, and product management to ensure they had a strong foundation.
• Process Optimization & Digital Enhancement: To further elevate the customer experience, we brought in additional specialists to streamline customer-facing processes and enhance digital touchpoints such as online bill pay, outage reporting, and virtual assistants (chatbot).
• Data Privacy Implementation: Recognizing the importance of data privacy as a part of customer experience, we are also helping Con Edison modernize their data privacy practices in alignment with New York State government regulations. This involves providing expertise in data integrity, change management, data modeling, and data ethics and compliance.

Results

Con Edison's partnership with Aquent Talent has yielded tangible improvements in both customer experience and operational efficiency. Through key talent placements, Con Edison continues to evolve its digital platforms, making it easier for customers to interact with the company and resulting in increased engagement and higher satisfaction levels. Meanwhile, process optimization efforts led by our talent placements are also helping Con Edison identify and eliminate inefficiencies, improving response times and service quality while also reducing costs. 

This ongoing success has not only solidified the impact of the Customer Experience Team but has also strengthened the partnership. Aquent Talent is now supporting Con Edison's ambitious customer energy solutions efforts, developing dashboards and analytics tools to help Con Edison's commercial and industrial partners achieve their climate goals.