Customer! Customer! Customer! – PSE&G Reimagines What It Means to Be Customer-First

Public Service Electric and Gas Company (PSE&G), winner of Chartwell’s 2026 Award for Excellence in Customer Transformational Leadership, has redefined what it means to put customers at the center of the utility enterprise. Guided by its “Customer! Customer! Customer!” philosophy, PSE&G transformed customer operations by breaking down organizational silos and creating a unified Customer Solutions organization that serves 2.3 million customers with one voice. Through culture change, digital innovation, employee empowerment, and an integrated approach to affordability, clean energy, and customer engagement, the company has created a more seamless and personalized customer experience. Discover how PSE&G’s customer-first transformation is delivering measurable results while offering a blueprint for the utility of the future.

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Panelists: 

• David Johnson, Senior Vice President & Chief Customer Experience Officer, Public Service Electric & Gas (PSE&G)

David Johnson is Senior Vice President and Chief Customer Experience Officer at Public Service Electric & Gas (PSE&G), where he leads the company’s Customer Solutions organization and oversees the strategy, operations, and innovation behind the customer experience for 2.3 million electric and gas customers. Under his leadership, PSE&G earned Chartwell’s 2026 Award for Excellence in Customer Transformational Leadership for reimagining the customer organization through a unified, customer-first approach. Johnson brings more than 25 years of executive leadership experience in the utility industry, including senior customer leadership roles at Duquesne Light, Entergy, and DTE Energy.

 

 

 

 

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