A few years ago, if you were a Schneider Electric customer, your digital experience might have felt a bit like walking into a familiar but cluttered workshop. Everything you needed was there, but you just had to remember which drawer to open. Was it se.com? Or OCM? Or one of the many portals that served different needs in different ways?
Customers told us, “I know you have what I need… but it shouldn’t take this much effort to get to it.” And they were right. The world around us was moving faster, expectations rising, markets shifting, and businesses needing answers in minutes, not days.
That was the moment we realized it was time to rebuild the workshop. Not by adding new drawers, but by redesigning the entire space.
Last week, that vision was recognized on a global stage. Schneider Electric won Gold at the International Customer Experience Awards (ICXA) for Best Digital Customer Experience, with our flagship platform, mySchneider. But to us, this award isn’t the finish line, it’s a milestone in a much bigger story.
A Transformation Built around People and Real Customer Journeys
The transformation didn’t start with technology. It started with listening. Externally, our customers were navigating a world of accelerating business demands. Internally, our digital landscape needed to keep up the pace. Multiple portals meant multiple experiences, with disconnected designs and workflows that put the burden of navigation on the user. Our customers were bouncing between tools, logging in and out, searching for information that should’ve been at their fingertips. We knew we could do better.
We sat with our customers, traced their daily routines, and walked step-by-step through their frustrations and pain points. Whether it was a distributor trying to check availability before sunrise, or an electrician searching for technical documentation on the job, every insight became a blueprint for change. The result? A digital experience that simplifies complexity, accelerates buying, supports post-sales needs, and centers the customer at every touchpoint.
In 2020, we then made a bold decision: to build one unified platform, a single front door that reimagined every customer journey from the ground up.
The Vision Behind mySchneider
Imagine going from a maze of disconnected paths to a streamlined, intuitive boulevard. That’s what mySchneider set out to create. It is unique, seamless and personalized.
- Unique because it replaces dozens of fragmented portals.
- Seamless because it integrates over 50 business services, from configuration to ordering to support, in one place.
- Personalized because our customers aren’t all the same. Distributors, electricians, OEMs, system integrators, each now receives content tailored to their world, in real time.
mySchneider didn’t just change customer experience. It changed expectations, raising the bar for what our customers now consider the “new normal.”
Innovation at the Heart of our Digital Experience
To deliver this kind of agility, mySchneider was built on a headless, composable architecture, a first for Schneider Electric. This means the front-end and back-end work independently, letting us improve features at high speed without disrupting customers. Furthermore, it is supported by a Digital Experience Platform (DXP) that orchestrates content. It integrates systems like CMS, CRM, and ERP, and enables a level of personalization and flexibility we couldn’t achieve before. It is the foundation that lets us respond to customer needs not annually, but continuously.
What’s Next for Our Customer Experience?
Winning Gold at ICXA acknowledges the countless teams and the countless hours poured into rethinking how customers interact with us. It honors our mission: to electrify, automate, and digitalize every industry, business, and home, driving efficiency and sustainability for all.
But we’re far from done. We’re now entering the next chapter with:
- Unified Commerce – creating one seamless buying journey across se.com, mySchneider, and E-Commerce.
- Hyper-Personalization – using intelligent, data-driven content to deliver the right message, on the right channel, at the right moment.
It’s a future where every interaction feels intuitive, relevant, and meaningful, and one where customer satisfaction translates into deeper loyalty and long-term growth.
Shaping the Future
If there’s one thing this journey has taught us, it’s that customer experience isn’t a platform or a project. It’s a promise. A mindset. A daily commitment to earning trust and building relationships that last. And as the digital world accelerates, Schneider Electric is not just keeping pace, we’re leading the way.
Ready to Experience mySchneider? See for yourself how we’re transforming digital customer experience. Explore the platform, discover personalized services, and be part of what comes next.
Start your journey with mySchneider today.
About the author
Nabil El Abed
Nabil El Abed is a seasoned technology and digital transformation leader currently serving as Vice President, Digital Customer Experience (DCR) at Schneider Electric. In this role, he spearheads the company’s End-to-End Digital Customer Experience strategy, ensuring that Schneider delivers a seamless, personalized, and integrated digital journey for customers across all touchpoints. Nabil champions customer-first digital strategies, combining technology enablement with business agility to deliver measurable impact. His approach emphasizes collaboration, innovation, and continuous improvement to keep Schneider Electric at the forefront of digital transformation.
Add a comment