Customer at the Heart: PG&E’s AI-Powered Customer Transformation
By John Bord, Senior Consultant
In a time when customer expectations are evolving faster than ever, PG&E is reshaping what it means to deliver energy with empathy, intelligence, and innovation. In his EMACS keynote, Vincent Davis, Senior Vice President of Customer Experience, revealed how PG&E is putting the customer at the heart of its transformation—leveraging the power of AI to anticipate needs, personalize interactions, and elevate service across every touchpoint. His vision goes beyond technology; it is about redefining trust, strengthening relationships, and building a future where every customer feels seen, supported, and understood.
👉 Check out Residential Customers Communicate Expectations and Preferences for Their Utility Experience infographic in the Insight Center.
Vincent Davis passionately shared his story and its true customer centricity in action. With a strategic vision to deliver for our hometowns, serve our planet, and lead with love – ALL PG&E employees deliver on their promise. Davis explained the customer-first transformation was built with tenacity and a focus on three leadership pillars: engage cross-functional leadership, bring customers at the heart to life in the business, and understand and act on the voice of the customer.
👉 PG&E’s 2025 Award for Excellence in Customer Transformational Leadership on the blog: PG&E’s AI-Powered Journey to Trust and Transparency Wins National Recognition.
Intentionally and successfully engaging all functions across the enterprise is no easy task, but it was unified through the creation of a Customer Ownership Board. With support and alignment from Senior Leadership, a customer experience strategic initiative was developed to maximize opportunity and minimize risk, and with the customer at the heart as a driving force to ensure success.
Recent accomplishments focused on their website redesign, billing system upgrade, and outage journey maximization. Customers will certainly benefit from an experience that exceeds their expectations. Looking ahead, Davis sees a broad and strategic expansion of AI tools across customer operations, especially as it relates to creating an AI model to streamline billing exceptions, and the creation of a Center of Excellence for back-office processing.
Truly a customer champion who passionately works across the enterprise and embraces customer needs, Davis left the audience filled with energy and motivation to win the hearts and minds of utility customers across North America.
To learn more about Chartwell’s Leadership Councils, please reach out to Tim Herrick.
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