Case Study: Con Edison achieves higher customer engagement and satisfaction with Sitecore Experience Platform

Con Edison - Customer Case Study

Con Edison, the North American energy utility, wanted to create a self-service digital experience that connected legacy systems, personalized content, and data visualizations across its website and mobile app. Using Sitecore XP, Con Edison aimed to improve customer satisfaction, support efficient campaigns, and deliver short-form content that helped users track and understand energy consumption.

Sitecore implemented Sitecore Experience Platform (XP 8.2) with integrations including API, Okta, and Experian to build an intuitive, modular dashboard with personalized messages and visualization charts. The result was stronger digital adoption and engagement, with an average of 477,000 engagements per week on charts, an NPS of +46.3 (up 10.3 points year-over-year), more than $1 million in cost savings since 2017, and nearly 95% retention in the Rate Pilot Program.

Con Edison