Legal Services

Xcel Energy faced significant challenges in adapting to the evolving expectations of energy consumers in the 21st century. With a growing demand for sustainable energy solutions, approximately 86% of traditional energy consumers expressed interest in generating their own electricity through solar or other means. This shift necessitated a transformation in how Xcel Energy engaged with its customers, moving from merely providing energy to enabling customers to manage their energy needs effectively. To address these challenges, Xcel Energy embarked on a comprehensive, multiyear transformation project, supported by Ernst & Young LLP (EY). The initiative focused on redefining customer engagement through the deployment of scalable technologies and innovative solutions. EY facilitated this transformation by conducting collaborative workshops that helped Xcel Energy executives envision a new customer experience. This included the development of a prototype app that provided customers with real-time information their energy usage, proactive storm alerts, and estimated restoration times during outages. The success of these workshops led to a deeper commitment from Xcel Energy to innovate around electric vehicle (EV) integration and customer-centric . As part of the transformation, Xcel Energy implemented smart meters that provided detailed household energy usage data every 15 minutes, compared to the previous monthly updates. This data-driven approach allowed customers to track their energy consumption more effectively and make informed decisions their energy use. Additionally, Xcel Energy launched a Wi-Fi-enabled EV charger that automatically activates during off-peak hours, optimizing energy costs and supporting the transition to electric vehicles. This initiative not only enhanced customer experience but also aligned with national sustainability goals. The transformation also involved significant upgrades to Xcel Energy's technology architecture, integrating mobile, cloud, machine learning, and data analytics technologies. EY's guidance ensured that the transition was smooth and focused on change management, training, and security enhancements. The result of these efforts positioned Xcel Energy as a leader in the clean energy transition, capable of improving grid reliability and simplifying the adoption of renewable energy sources. Overall, Xcel Energy's transformation, supported by EY, has set the foundation for a future where the company can enhance customer experiences, maintain competitive pricing, and lead in the clean energy sector, ultimately contributing to a carbon-free world.

Leading international law firm with verified case studies