Avangrid’s Customer Experience and Digital Center of Excellence Leading the Way
26 Fevereiro 2024 - 5:00PM
Business Wire
Recognized for cultural transformation and
digital excellence
Avangrid, Inc. (NYSE: AGR), a leading sustainable energy company
and member of the Iberdrola Group, announced today that is has
earned the Cultural Transformation Award from the Smart Energy
Consumer Collaborative (SECC) for developing the company’s Customer
Experience and Digital Center of Excellence. This recognition is
part of SECC’s 2024 Best Practice Awards, which highlight
innovative ways that electricity providers are improving customer
experience and engagement and recognize best practices within the
industry.
The Customer Experience and Digital Center of Excellence is a
dedicated cross-functional unit that consolidates customer
experience strategy, digital product development, marketing,
research, and end-to-end journey redesign. This ensures a seamless
and consistent experience across all touchpoints, from the mobile
app to energy management tools and core operational customer
experience improvements. By placing customer and employee needs at
the heart of this transformation, Avangrid fosters a deeper
understanding and culture of continuous improvement.
“Our customers are interacting with us through digital channels
now more than ever,” said Pedro Azagra, Avangrid CEO. “By
developing our Customer Experience and Digital Center of
Excellence, we work more efficiently and at a greater scale to
increase customer satisfaction. It has better positioned us to
leverage opportunities from new technologies, and to anticipate and
react to challenges such as those created from climate change.
We’re extremely proud of what we’ve accomplished and look forward
to continuing our progress.”
Since its formation last year, Avangrid’s Customer Experience
and Digital Center of Excellence has achieved numerous successes,
including increasing customer satisfaction, reducing hold times for
customer calls, driving adoption of new digital services and
products, and improving the end-to-end customer and employee
journey.
“We know true innovation starts with our customers,” said
Craig Paterson, senior director of customer experience and digital
transformation at Avangrid. “That's why our Customer Experience
and Digital Center of Excellence isn't just about creating
solutions, it's about forging partnerships built on deep
understanding. By actively listening and stepping into our
customers' shoes, we're not just solving problems, we're uncovering
opportunities to deliver experiences that delight. We're honored by
this award, but it's just the beginning. Our team is energized to
continue pushing boundaries, collaborating with business areas,
stimulating innovation, and creating intuitive solutions that
surpass best-in-class and redefine the very meaning of a positive
utility experience.”
SECC’s Best Practices Awards, now in their seventh year,
recognize leadership from electricity providers in the United
States and Canada in the transition to a smarter, more
consumer-focused energy ecosystem. The awards highlight programs,
technologies and strategies that have proven to deliver significant
benefits for residential and/or small business utility
customers.
More information on the winners and runners-up for each category
can be found in the 2024 Best Practices Guide. In addition, the six
winners will be featured throughout the year in webinars, case
studies and other content at www.smartenergycc.org.
About Avangrid: Avangrid, Inc. (NYSE: AGR) aspires to be
the leading sustainable energy company in the United States.
Headquartered in Orange, CT with approximately $44 billion in
assets and operations in 24 U.S. states, Avangrid has two primary
lines of business: networks and renewables. Through its networks
business, Avangrid owns and operates eight electric and natural gas
utilities, serving more than 3.3 million customers in New York and
New England. Through its renewables business, Avangrid owns and
operates a portfolio of renewable energy generation facilities
across the United States. Avangrid employs approximately 8,000
people and has been recognized by JUST Capital in 2021, 2022, 2023
and 2024 as one of the JUST 100 companies – a ranking of America’s
best corporate citizens. In 2024, Avangrid ranked first among
utilities and 12 overall. The company supports the U.N.’s
Sustainable Development Goals and was named among the World’s Most
Ethical Companies in 2023 for the fifth consecutive year by the
Ethisphere Institute. Avangrid is a member of the group of
companies controlled by Iberdrola, S.A. For more information, visit
www.avangrid.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20240226008703/en/
Media: Sarah Warren sarah.warren@avangrid.com
585-794-9253
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