Customer & Community

Digital Customer Experience

The Digital Customer Experience project (DCX) features a multi-channel upgrade to external communications platforms—redesigned websites and mobile web experiences, a “My Account” customer portal, and smartphone applications. DCX is a joint initiative of CECONY and O&R. DCX allows Con Edison to offer new and enhanced services to customers. A redesign of the Con Edison, CECONY, and O&R websites was launched in December 2016. This included a simple and intuitive navigation, a consistent look and feel across operating entities, and improved search and content organization and structure within a central content management system.

Once the installation of smart meters begins in 2017, customers will have greater access to usage data through DCX. Customer service enhancements will include live chats and the ability to set communication preferences. There is a single sign-on process for all customer services, and security of all customer information is strictly maintained. The project culminated from customer surveys, consulting recommendations, and technology reviews that began in 2014.