The energy landscape is evolving rapidly. Climate goals, policy shifts, and rising customer expectations are driving change at every level. But amid the complexity, one principle is clearer than ever: customer experience isn’t a department, it’s the foundation of modern program success.
At Franklin Energy, we’ve seen how transformational a well-designed customer experience can be. In fact, we believe it’s the most powerful lever for driving participation, satisfaction, and long-term program performance.
Let’s be honest: energy programs aren’t always simple. From awareness to application to follow-up, customers encounter more friction than they should. Forms are confusing. Touchpoints feel disconnected. Follow-up is slow or nonexistent. And for programs aimed at hard-to-reach or income-qualified populations, those gaps become even wider.
That’s why customer experience optimization has become our rallying cry. It’s not just a strategy, it’s a systemic approach to making every step of the customer journey seamless, personalized, and intuitive.
We start with data. We listen to customer behavior and feedback, identifying where drop-offs occur and where equity gaps persist. Then we use that data to reimagine each touchpoint—leveraging integrated tech like NGAGE live support, and automated nudges that move people forward.
For a major Southeastern utility, reduced cancellation rates for in-home assessments by redesigning the customer journey. The results? A 22% reduction in cancellations, a 6% increase in completed assessments, and more than 668 appointments saved within the first quarter. Read the case study!
We’re not just changing how customers interact with programs. We’re changing how utilities design them.
Because when you put the customer first—not just in theory, but in design and delivery—everything else follows. Performance improves. Satisfaction rises. And programs go from good to transformative.
We recently gathered several experts to dive deeper into the nuances of customer experience optimization in an on-demand discussion. Ready to rethink the role of the customer experience in your programs?