Shaping the Customer Experience by Managing Journeys

Date: Wednesday, May 12

Time: 2 – 3 PM ET


In response to a changing landscape in the energy industry, many utilities are exploring how best to manage evolving customer expectations.  In the last several years, PG&E has defined the key journeys where customers want to interact and complete transactions with PG&E.  Unlike individual touchpoints, customer journeys have provided holistic perspectives of the customer experience and have helped inform PG&E’s strategic focus areas, spanning across multiple functions within the organization. 

Please join us to learn more about:

  • The 7 key customer journeys
  • Customer journey enhancement prioritization through data analysis
  • The day-to-day customer journey practice
  • How customer journeys have informed strategic conversations across the company


  • Scott Johnson, VP, Chartwell Inc.
  • Chris Hellmann, Research Manager, Chartwell Inc.


  • Alex Shim, Customer Experience & Insights, Pacific Gas and Electric
customer journey customer journeys cx pg&e