PG&E’s AI-Powered Journey to Trust and Transparency Wins National Recognition
At this year’s Chartwell Best Practices Awards, Pacific Gas & Electric (PG&E) has been named the recipient of the 2025 Award for Excellence in Customer Transformational Leadership – a recognition that celebrates utilities leading the way in innovation, empathy, and customer-centric transformation.
PG&E’s journey is a powerful example of how technology, when guided by purpose, can reshape the customer experience. Through strategic integration of artificial intelligence and advanced technologies, PG&E has modernized internal processes and enhanced service delivery – all while keeping customers at the heart of every initiative. The result? Experiences that are more personalized, efficient, and proactive, and a utility that consistently strives to deliver “10 out of 10” service.
From its True North Strategy to its vision of becoming the AI-enabled utility, PG&E’s leadership has demonstrated how innovation can build trust, elevate service standards, and drive measurable improvements across the customer journey.
PG&E will share more about this transformation during its keynote session at EMACS 2025, offering insights into how its customer-first culture is shaping the future of utility engagement.
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