Where Customer Experience Meets Global Recognition
NRG Business earns three international awards for people-focused innovation.
At NRG, we believe customer experience is more than a function — it’s a mindset, a shared responsibility, and the foundation of lasting collaborations. That’s why we’re proud to share that the NRG Business Marketing & Customer Experience team earned multiple trophies at this year’s International Customer Experience Awards (ICXA).
The ICXA, a global program hosted by Awards International, honors top organizations from around the world that raise the bar for customer and employee experience, digital innovation, and service excellence.
This year, NRG Business placed in three competitive categories that highlight the strengths of our customer-first philosophy.
This award celebrates organizations that gather, interpret, and act on customer feedback in meaningful ways. For us, that feedback isn’t just a metric — it’s a conversation.
NRG’s submission highlighted how we transformed the broker experience following the Direct Energy acquisition, a period of significant change for many of our long-time partners. We committed to listening with empathy and responding with clarity.
Through our Insights program, year-over-year surveys, expanded analytics, and regional segmentation, we were able to understand what brokers were asking for and where we needed to evolve to support them.
Feedback guided enhancements to our digital tools, renewal journeys, educational webinars, newsletters, and Help Center content. It also informed operational updates around billing, commissions, and issue resolution — areas brokers told us mattered most.
We then brought relationship-building off the screen and into real life, hosting regional appreciation events across the country. These relaxed in-person experiences allowed us to hear feedback directly, connect through food, fun, and conversation, and build trust face-to-face.
Brokers have shared that they feel much more supported, informed, and valued, showing us we were on the right path.
This category recognizes organizations that weave customer-first values into the fabric of the business, from leadership and operations to employee engagement and brand identity.
For us, an ideal customer-centric culture is built on a simple belief: when our employees thrive, our customers do, too.
We launched the “CX Starts With Me” campaign, employee toolkits, and company-wide townhalls that helped teams define what being customer-driven means. Programs like CX Week, the CX Awards, internal newsletters from senior leadership, and our annual sales conference united teams across departments and encouraged customer-focused behaviors at every level.
Through storytelling platforms like our People Power and Culture in Focus series and customer-facing newsletters, we’ve made our employees visible, relatable, and accessible — building trust through authenticity and connection.
Programs like the Excellence in Energy Awards, personalized customer journey touchpoints, Demand Response recognitions, and milestone celebrations also show customers that we value their collaboration throughout their entire relationship with us.
Together, these efforts helped boost satisfaction, deepen loyalty, and reinforce the culture we want to be known for — where customer experience starts from within.
This award recognizes organizations that establish a best-in-class CX measurement framework, capturing the right data at the right moments, and translating it into stronger experiences.
When we began this journey, our measurement approach was inconsistent. Over the last six years, we’ve transformed it into a rigorous, insight-driven system that informs every strategy.
We implemented journey-based surveys across onboarding, mid-lifecycle, renewals, and anniversaries, ensuring each touchpoint brings meaningful insight. Standardized success metrics became part of our annual business goals, giving every team clear visibility into — and shared responsibility for — CX outcomes.
Dashboards, trend analyses, operational metrics, and advanced analytics allowed us to understand not just what customers were saying, but why. Audio and video feedback helped stakeholders see customers as people, not datapoints.
Our measurement strategy is now a cornerstone of how we predict needs, refine experiences, and ensure we make strategy decisions with customers in mind.
NRG proudly celebrates the dedication, creativity, and collaboration of its teams whose efforts made these awards possible. These achievements reflect more than internal excellence — they underscore the strong, trust-based relationships NRG Business has built with the customers it serves.
