Customer Experience Transformation

Create your customer success roadmap.

Re-engineer Your Customer Experience

More than ever before, senior utility customer executives are tasked with charting their organization’s course at a challenging and uncertain time. Customers’ energy options continue to grow; at the same time their expectations are rising. Customers expect utilities to provide services that match their experiences with online banking, web shopping, and digital communication.

Financially, utilities face low load growth and competing budget priorities that make it challenging to “meet customers where they are.” Finally, many of the ways utilities have historically measured and monitored customer satisfaction and business performance make it impossible to respond to the customer in an accurate and timely way.

Get Solutions to Your Top Challenges

EnergySavvy’s Customer Experience Transformation practice helps diagnose, design, and implement strategic solutions to the most pressing customer-management issues that utility leaders face. Drawing on our experience working with nearly 40 utilities and state energy programs and through partnerships with leading industry veterans, EnergySavvy’s advisory team can develop and execute a Customer Experience Transformation plan in such areas as:

  • Strategic Customer Experience Transformation roadmap
  • Customer Journey Mapping
  • Brand and Reputation
  • Organizational Structure and Alignment
  • Core Process and Systems Performance
  • Communication Systems
  • Data and Analytical Capabilities

39% of utility customers would opt to use another energy provider if given the chance.

Energy Central

Practice Leaders

Michael Albrecht

VP Client Engagement

Michael Albrecht

Michael Albrecht

VP Client Engagement

Michael leads EnergySavvy’s client engagement team and is responsible for helping our customers design and implement effective solutions utilizing our products and industry best practices. Prior to joining EnergySavvy, Michael led national service teams for Microsoft, Rapt and Macrovision and Synopsys and has developed solutions and strategic services for online advertising, software licensing and electronic design automation. Michael holds an MBA from Columbia Business School and a BS in electrical engineering from the University of Michigan.

Gavin Hastings

Client Engagement Director

Gavin Hastings

Gavin Hastings

Client Engagement Director

Gavin has been designing and implementing utility products and services for nearly a decade. Beginning his career in energy efficiency, he has designed a wide range of initiatives seeking to modernize the customer experience as both customer and utility side technologies evolve. Gavin has BA in Sociology from Chapman University and honorary doctorate in whiteboarding. Gavin serves on Board of Directors for the Building Performance Institute. If not in the office, look for him in the kitchen where dessert is always on the menu.