Case Study: Avangrid boosts customer satisfaction and operational efficiency with Blink UX

Avangrid boosts customer satisfaction and cuts $10M in service costs with Blink UX

Avangrid, a major renewable energy provider serving over 3.3 million customers, faced the challenge of improving customer satisfaction and operational efficiency in a regulated market. Their goal was to establish a formal customer-centered process and elevate their experience to rival the best across any industry. To address this, they partnered with vendor Blink UX for services including CX strategy, journey redesign, and digital transformation.

Blink UX redesigned three critical customer journeys: moving services, outage reporting, and a new service setup platform for contractors. The solution involved in-depth research, empathy mapping, and creating intuitive digital platforms. The results were significant, including an 80% shift of customer interactions to digital channels, saving over $10 million annually, and a 200% increase in Net Promoter Scores for Avangrid.

Avangrid