78% of utilities perceive themselves to be customer-centric, but only 7% of customers believe they are.
“The Disconnected Customer: What digital customer experience leaders teach us about reconnecting with customers,” Capgemini Consulting, 2017.
CX Personalization and Next Best Action
Customers expect personalized energy experiences like those delivered by Amazon and Netflix, and even McDonalds. Yet, most energy personalization today is ad hoc, disconnected, and based on limited insights—all operating without a feedback loop. Uplight’s CX Personalization and Next Best Action enables utilities to offer personalized customer experiences by leveraging sophisticated energy analytics to harness customer data. As a result, customers receive powerful, real-time recommendations that are consistent across every program and channel.
National Grid achieved an average of 53% increase in LMI program enrollment through the call center, with some as high as 120%, piloting Uplight’s CX Personalization and Next Best Action. Based on the pilot success, National Grid has expanded the personalization solution beyond their 650,000 LMI customers to reach their entire US customer base of 6.6 million.Read Case Study
What We Deliver
Improve the Customer Relationship
Deliver the right recommendation to each customer at the right time across channels as a trusted energy advisor—boosting customer satisfaction.
Reduce Service Costs
Decrease call center volume, call handle time and marketing costs with effective, personalized communications and tools to self-serve.
Achieve DSM Program Goals
Improve under-performing DSM programs and comply with ambitious carbon reduction goals by increasing program enrollments, savings and earnings with targeted communications that motivate customers to act.
15% improvement in trust scores at National Grid.
90% survey completion rate for DSM program at Washington Gas.
92% customer satisfaction rating for non-residential customers at an Eastern investor owned utility.