In the power industry, an intertie connects separate systems to keep energy moving safely and reliably. On the premiere episode of The Intertie, we aim to create that same kind of connection through ideas and practical solutions.
Hosts Kyle Loving (VP of Corporate Development at Motive Power) and Austin welcome Johanna, Customer Experience Architect at National Grid. Utilities are inherently complex, but the customer experience doesn't have to be. Johanna pulls back the curtain on how National Grid is shifting from reactive problem-solving to proactive, empathetic customer care.
We discuss the incredible real-world impact of their Consumer Advocates team, the careful balance of integrating AI tools like Grid GPT without losing the human touch, and how to measure true success beyond a simple survey score. Stick around till the end to see what are our favourite foods.
00:00 Welcome to The Intertie
01:25 Johanna’s Career Path
03:00 CX Priorities at National Grid
04:17 How Utility CX Is Changing
05:50 Empathy in High Stress Moments
07:27 Consumer Advocates in Action
09:25 AI Improving Customer Support
10:58 AI Risks and Trust
11:56 Measuring CX Success
13:06 Culinary Corner Favorites
16:55 Wrap Up and Thanks
