SCE: Customer Experience

Utilities are complicated. And they live in a low- engagement space.

On average, customers spend about eight minutes a year interacting with their utility. Most of that time it’s because something went wrong. That reality makes program adoption a tough sell, even when the program saves customers money, improves their quality of life, or helps the grid.

Southern California Edison needed customer communications and performance marketing that could break through that mindset and drive real action. So we rebuilt the experience around people, not paperwork: warmer, human‑centric design paired with language that sounded clear, respectful, and genuinely helpful. Then we put it to work across channels with performance creative built to move customers from “good to know” to “sign me up.”

Engagement climbed. Enrollment goals were surpassed across multiple programs. Several SCE programs had to be paused early because demand ran so hot. Which is pretty cool.