Case Study: National Grid achieves personalized customer experiences and reduced contact center costs with Uplight's CX Personalization

National Grid - Customer Case Study

National Grid, an electric and gas utility serving more than 20 million customers in the Northeast, faced rising customer expectations for Amazon‑style personalization and high contact‑center costs driven by large volumes of low‑to‑moderate income (LMI) customer calls about billing and payments. To better serve its LMI segment, National Grid selected Uplight’s CX Personalization to deliver real‑time, personalized guidance to customer service representatives and through proactive email.

Uplight combined multiple data sources into a utility‑specific model to deliver prioritized, next‑best actions in the contact center and via email, deploying the pilot for ~650,000 LMI customers in 10 weeks and training 200+ CSRs. The Uplight solution drove measurable gains: email open rates rose 200–400%, trust scores improved 15%, call volume fell 14% for customers who enrolled, program enrollments increased 53% on average (up to 120%), and arrears collections grew 16%; National Grid is expanding the Uplight rollout to over 2 million customers.

National Grid

Terence Sobolewski

Cco