Collaboration is the Cornerstone of Con Edison’s CX Improvement Journey

View Resource

In 2025, Con Edison conducted a customer satisfaction analysis deep dive. Through this process, a dedicated team not only mined customer contact successes and pain points, but also benchmarked with other utilities in the state of New York. Through this process, the utility has created a CSAT blueprint and strategic partnerships to elevate its customers’ experience in the years ahead.

CONTINUE READING

To continue reading this research piece, please login using your Chartwell credentials and click the “View Resource” button.
If you do not have login credentials, click here to connect with Tim Herrick about Chartwell Membership.

Con Edison customer experience customer journey Customer Service journey mapping

Recent Blog Posts

Join a Membership

AI in the Utility Industry: From Curiosity to Capacity

Inside Duke Energy’s Preparedness Model: Integrating Emergency Management and Business Continuity

From Arrears to Action: Modern Credit & Collections Strategies for Utilities

How DTE Reduced Weather-Driven Call Volume with BillWise AI

Chartwell’s Outage Best Practices Award Winners & PowerUp Conference Preview

How TEP Uses Voice of the Customer Data to Improve Outage Communications

We'd love to hear from you

Utility Membership Options

Events/Solution Providers

Collaboration is the Cornerstone of Con Edison’s CX Improvement Journey

You may also like

How Manitoba Hydro Cut Contact Center Wait Times With Workforce Planning

Optimize Your Call Center Performance: Learn About CenterPoint Energy’s INSPIRE Program

Hydro Ottawa Places Sustainability on Full-Dimensional Display

Consumer Trends 2025: Value-Added Services Meet Customer Demand and Realize Revenue Opportunities

ABOUT CHARTWELL

LEADERSHIP COUNCILS

Events

MEMBERSHIP OPTIONS