Building EX-to-CX capability for energy’s pivotal moments
Building EX-to-CX capability for energy’s pivotal moments
Brands are defined
when culture
is tested
Why the customer experience you want is only possible through the employee experience you design.
I n US energy, customer experience (CX) is not a “soft” metric. It reflects affordability stress, reliability anxiety, and brand trust – amplified by political scrutiny, economic pressure, and the operational reality of extreme weather and grid modernization. At Brandpie we call this the test of pivotal moments: the periods when expectations spike, attention intensifies, and reputation moves quickly. In energy that might be a major outage, a wildfire event, a high-visibility rate case, a new time-of-use program, an arrears surge, a cyber incident, or an M&A integration. In those moments, customers don’t judge a brand by its promises.
Kevin Keohane Managing Partner, Brandpie
Kevin Keohane Managing Partner, Culture Innovation, US, Brandpie
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Brandpie Energy - Issue 05
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