Enhancing Engagement With Sitecore CDP & Personalize ​

Evergy Recognized Opportunity to Unite Customer Data for Personalized Service

Evergy, a large electric provider serving 1.7 million customers in Kansas and Missouri, recognized an opportunity to improve its customer experience. It wanted to promote additional programs and services and provide personalized, relevant communications around things like whether a customer had recently experienced a power outage or was enrolled in paperless billing.  

To do so, Evergy needed a solution that would unify its data and empower a small team of marketers to easily segment customers and deploy personalized experiences across channels without IT support.

Amplifying Evergy’s Data to Enable New Experiences ​

We implemented Sitecore CDP and Personalize to unify customer data across our client’s systems. This integration empowers advanced segmentation and enables seamless, personalized experiences across all customer touchpoints. Segmentation strategies extend beyond the website to support tailored messaging across additional channels, including web, mobile, and email platforms.  

We partnered to design a data model that enables targeted segmentation and supports our optimization backlog focused on meaningful experience enhancements. This work laid the groundwork for a scalable program aimed at continuously improving the customer journey.

Sitecore Solution Sparks Positive Customer Response  

Sitecore CDP and Personalize transformed the way Evergy reaches its customers by centralizing essential data. Marketers can launch new messaging and campaigns across web, mobile, and email without IT dependency, thus speeding time to market. With streamlined workflows and increased efficiency, Evergy is better positioned to deliver targeted content to key audiences, scale content production, and support broader strategic initiatives.  

Post-launch, the company saw increased customer engagement, customer self-service, and program conversions while gaining operational efficiency.

• 10% increase in customer engagement on test pages  
• 7.33% increase in page views on test pages  
• 100% improvement in workflow efficiencies for personalized experiences and email campaigns