This recognition is part of SECC’s 2024 Best Practice Awards, highlighting innovative ways electricity providers are improving CX and engagement.
Avangrid, a sustainable energy company and member of the Iberdrola Group, announced that is has earned the Cultural Transformation Award from the Smart Energy Consumer Collaborative for developing the company’s Customer Experience and Digital Center of Excellence. This recognition is part of SECC’s 2024 Best Practice Awards, highlighting innovative ways that electricity providers improve customer experience and engagement and recognize best practices within the industry.
“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 anticipate and react to challenges such as climate change. We’re extremely proud of our accomplishments and look forward to continuing our progress.”
“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 delightful experiences. 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 meaning of a positive utility experience.”
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 the adoption of new digital services and products, and improving the end-to-end customer and employee journey.
