Trust Is the New KPI: How Utility Leaders Are Redefining Customer Experience
- iedmonds5
- Oct 24
- 2 min read
WE3 Panel | November 7, 10:55 – 11:30 AM
Trust is the ultimate currency between utilities and their customers. It must shape every interaction—from outage communication and affordability programs to digital innovation and clean energy transitions. Yet in a world of rapid change, we can't assume trust; we must earn it — daily — through transparency, empathy, and meaningful engagement.
At the upcoming WE3 Summit Chief Customer Officer Panel: “Experience = Trust”, leaders from across the utility sector will explore what it truly means to build—and sustain—trust in fast-changing energy and water landscapes. The conversation will move beyond satisfaction scores to reveal how human-centered leadership, data, and innovation are redefining what it means to serve customers and communities.
The Utility 2030 Leadership Collaborative’s (U2030’s), CEO, Vanessa Edmonds, will join SEW’s moderator, Darren Brady, and esteemed panelists: Joseph Ramallo (LADWP), DeAnna Hardwick (CPS Energy), and Brandy Bolden (SMUD). Each will bring powerful stories of how their organizations are building trust across every customer touchpoint.
Vanessa will share insights from U2030’s annual research study and member case study, including how utilities are:
Moving from providers to partners, redefining trust through open, consistent communication.
Using technology as an enabler—not a driver—to make energy personal, reliable, and transparent.
Listening at scale through unified Voice of the Customer systems that transform feedback into action.
Meeting customers where they are through community-based outreach that fosters inclusion and belonging.
“Technology, innovation, and leadership all intersect at one point—trust,” says Edmonds. “When utilities lead with honesty and empathy, customers don’t just comply—they engage, participate, and advocate.”
Join this forward-looking session to discover how the industry’s most innovative leaders are turning customer experience into a true strategic advantage—and trust into their most valuable asset.
About U2030
The Utility 2030 Leadership Collaborative (U2030) is a Membership and Advisory Services organization helping utility leaders navigate personal growth and organizational transformation.
By blending human-centered leadership development experiences, practical insights, and a supportive peer network, the U2030 community is redefining what it means to lead—and building the utility of the future with confidence, heart, and impact.
Press Contact
Isaac Edmonds
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