Cucumber And Contact Energy Win 2018 Sitecore Experience Award
16/10/2018
Cucumber and Contact Energy are delighted to have been chosen for the 2018 Sitecore Experience Awards as Australia & New Zealand regional winner in the category for Best Use of Personalisation.
The Sitecore Experience Awards recognise businesses that have built truly customer-centric digital experiences with Sitecore®, the global leader in digital experience management software.
The category recognises the outstanding results Contact Energy has achieved from their programme of digital change and investment in Sitecore. This included improving the omni-channel engagement with customers and the enhanced use of personalised content.
Head of Designing Tomorrow at Contact, Michael Pryor sighted the intensity of competition in the retail energy industry as a catalyst for the changes. “The market we operate in today is extremely competitive and increasingly our customers have expectations of a more seamless, easy to use, low-friction digital experience.” With customers who are also time-poor and overwhelmed by all the choices on offer we’ve looked at how we can improve their experience with Contact, by building more intuitive and personalised website journeys. We also challenged ourselves to create a suite of e-commerce experiences that significantly reduced the number of long forms and fields for customers to complete”.
With a focus on online customer experience powered by the capabilities of Contact’s partners Cucumber and Sitecore, Contact has greatly improved the recommendations its makes to customers for products and current promotional offers while also vastly improving the shopping cart outcomes. Additionally using Sitecore features has enabled a far greater degree of regional personalisation on the website and made it very easy to add new products like its broadband offer into the online sign-up process.
Key success measures for the Contact website rebuild included improving the number of new joins initiated online, helping customers stay with Contact when they move house, making it easier to add additional energy connections to an existing account and notifying more changes to a customer details (indicating active customers).
Following the website rebuild all of these measures improved. On average the number of weekly new joins increased by 24%. The new join conversion rate shifted from 14% to 22% and the Net Promoter customer satisfaction score (NPS), a new measure post website rebuild, averaged 44 which is considered an excellent score universally.
“We are delighted that Contact Energy and Cucumber have won this prestigious Sitecore award. It illustrates the level of commitment invested by both teams as we have continued to extend Contacts digital offerings and really marks it out as a winning partnership together. The focus on the customer has been at the core of the work we have undertaken and that is where the Sitecore platform excels.” – Ian Gray, Cucumber Business Manager
About the Sitecore Experience Awards
The Sitecore Experience Awards is an annual, international competition that honors Sitecore’s customers and their partners for excellence in deploying a Sitecore solution to deliver an outstanding customer experience. The 2018 Sitecore Experience Awards saw nearly 200 global entries in seven categories, with winners clearly demonstrating how the Sitecore platform was used to make significant, measurable progress in experience management for customers, business users, and stakeholders. As a category award winner, Contact Energy and Cucumber are automatically considered for the Ultimate Experience Award, which will be announced at Sitecore Symposium 2018.
About Cucumber
Cucumber leverages 14+ years of experience in delivering exceptional digital solutions to help businesses implement the right digital application to meet their needs whilst ensuring a great experience for the user - both internally and externally.
About Contact Energy
Contact is one of New Zealand's largest listed companies with over 530,000 customers across its electricity, natural gas and LPG connections. Supported by a team of over 1,000 employees located up and down the country, Contact works to keep the lights burning, the hot water flowing and the BBQ fired up for homes and businesses right across New Zealand. Contact is also proud to be a major generator of New Zealand’s renewable electricity, recently achieving over 85% generation using its renewable sources.
Sitecore, Own the Experience, Sitecore Experience Cloud, Sitecore xConnect, Sitecore Cortex, Experience Platform, Experience Manager and Experience Database are registered trademarks or trademarks of Sitecore Corporation A/S in the USA and other countries. All other brand names, product names or trademarks belong to their respective holders.
Written by Ketaki Rasmussen