Customer Experience Pyramid… Helping Utilities Find Love & Money [an Energy Central PowerTalk™]

Posted to Energy Central in the Customer Care Group
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Audra Drazga's picture
Vice President of The Power Industry Network, Energy Central

I am the VP of the Energy Central Power Industry Network.  In this role, I help to connect professionals in the power industry through the development and management of topic-specific community...

  • Member since 2012
  • 998 items added with 625,089 views
  • May 10, 2021

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Energy Central PowerTalks are informative sessions presented by a thought leader in the power industry.  

This PowerTalk on "Customer Experience Pyramid… Helping Utilities Find Love & Money" is a fun & informative session showcasing how utilities can better connect with their residential customers. 


Why Watch:

Changes in usage, and rising customer expectations, have driven utilities to reimagine their role with their customers. Utilities are searching for new ways to engage customers in order to meet their increasing demands.  This presentation challenges utilities to “think outside the box” by deploying innovative ways designed to increase both customer love and revenues.  


Key Takeaways:

  • Insight into the levels of customer care that drive customer satisfaction
  • Insight into the customer journey and expectations
  • How the best companies have transformed to meet changing customer needs
  • Tools and programs to drive increased customer satisfaction and engagement


Who Should Listen In:

  • Anyone interested in enhancing customer experience or customer satisfaction
  • Anyone interested in innovative “Behind the Meter” solutions  
  • Anyone that’s looking for new ways to generate non-usage revenue 


Presented by:

Doug Brand, Vice President American Water Homeowner Services 
Over 20+ years of marketing and customer care experience. As the Customer Experience lead for the American Water regulated utility, Doug deployed strategy that garnered JD Power awards. Prior to joining American Water, Doug led strategy, marketing, and innovation pipelines for leading consumer organizations such as Campbell’s and PepsiCo. 
In his current role as Vice President, American Water Homeowner Services (a division of American Water), Doug leads the growth ecosystem for the organization. Under Doug’s leadership, the Client Success team focuses on treating customers with a level of care that generates “promoters”. 



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