Utility companies play an integral if quiet role in most people’s day-to-day lives. Looking to strengthen its connections with customers and infuse customer understanding throughout its operations, PSE&G partnered with Forrester. In this video, Nicole Swan-Bennett, director of business customer solutions at PSE&G, describes how working with Forrester analysts helped her team refine its thinking and gain buy-in for a company-wide customer experience strategy. Moreover, the work has helped infuse a customer consciousness throughout the organization.
“We’re hearing the word ‘customer’ said more frequently,” Swan-Bennett says. “And that’s through developing this vision and really engaging with different departments, and also making the customer’s experience more tangible, less abstract, and less something to be afraid of.”
