Creating a More Customer-Centric Culture

In 2016, BC Hydro embarked on a new customer strategy that has led to many customer service and customer satisfaction improvements. The strategy is part of a five-year roadmap to improve the customer service foundation, further develop a customer-centric culture and proactively build for the future. Attend this webinar to hear about examples of projects emerging from the strategy, learn how employees and customers have reacted to the first few years of the plan, and see what’s in store for the future.


  • Kari Baker – Manager of Customer Experience & Projects, BC Hydro

Kari joined BC Hydro in early 2007 and in her current role is accountable for growing a customer centric culture through projects, training and thought leadership with her small team of professionals. She is currently leading the creation of an updated Customer Strategy for the organization. Kari’s most recent success was the role she played in enabling a new bill for all customers where she was the business lead – driving change with a clear customer focus while also ensuring operational viability. While at BC Hydro she has contributed to other successful initiatives including the development of a new customer strategy in 2014; providing expertise and scaling design thinking capability; creating and running a small business customer panel; and leading an emergency preparedness campaign for customers as part of the Outage Communications Initiative. Prior to BC Hydro she oversaw marketing and sales for a large national retailer who saw record growth and profits during her tenure.

*To view this webinar, please login using your Chartwell credentials and click the “View Resource” button. If you do not have login credentials, click here to connect with Tim Herrick about Chartwell Membership.