Avangrid's Customer Experience and Digital Center of Excellence Leading the Way

Core Insights - Avangrid, Inc. has received the Cultural Transformation Award from the Smart Energy Consumer Collaborative (SECC) for its Customer Experience and Digital Center of Excellence, highlighting its commitment to improving customer engagement and experience in the energy sector [1][4]. Company Overview - Avangrid, Inc. is a leading sustainable energy company with approximately $44 billion in assets, operating in 24 U.S. states, and serving over 3.3 million customers through its networks and renewables business [6]. - The company is part of the Iberdrola Group and has been recognized multiple times as one of America's best corporate citizens, ranking first among utilities in 2024 [6]. Customer Experience Initiatives - The Customer Experience and Digital Center of Excellence is a cross-functional unit that integrates customer experience strategy, digital product development, and operational improvements to enhance customer interactions across various platforms [2][3]. - Since its establishment, the center has successfully increased customer satisfaction, reduced hold times for customer calls, and driven the adoption of new digital services [3]. Innovation and Future Goals - The company emphasizes that true innovation begins with understanding customer needs, aiming to create partnerships that lead to intuitive solutions and enhanced customer experiences [4]. - Avangrid plans to continue pushing boundaries in customer experience and digital transformation, focusing on collaboration and innovation to redefine utility experiences [4]. Industry Recognition - The SECC's Best Practices Awards recognize leadership in the transition to a smarter, consumer-focused energy ecosystem, showcasing programs and strategies that benefit residential and small business utility customers [4].