Customer Experience Is a Strategic Utility Asset - Not a Cost Centre | Brandy Bolden, SMUD | WE3

Customer experience may be intangible - but its impact is entirely measurable.

Just as physical infrastructure powers operations, CX powers trust, loyalty, and long-term efficiency. When managed with the same discipline as any core utility asset, it stops being a cost and starts becoming a competitive advantage.
In this compelling keynote, Brandy Bolden, Chief Customer Officer at SMUD, reframes the way utilities think about customer experience - entirely.

Drawing from SMUD's real-world experience, she highlights:

✔ Why CX must be managed with the same discipline as any core utility asset
✔ How every single interaction either builds or erodes customer trust
✔ Why communication is the #1 driver of stronger customer relationships
✔ How proactive engagement improves both customer satisfaction and employee safety
✔ The business case for CX - lower cost to serve, stronger loyalty, and higher engagement
From outage notifications to proactive work alerts, Brandy shares how listening to customers - and acting on their needs - creates wins across the entire organisation. For utilities, this means moving beyond transactions and building experiences that customers can trust - consistently, transparently, and at scale.

Because real value isn't just delivered through infrastructure. It's delivered through every interaction.

[0:00] Introduction
[0:45] CX as a Strategic Utility Asset
[1:30] How Every Interaction Builds or Breaks Trust
[2:15] Communication as the #1 Driver of CX
[3:00] Proactive Engagement & Employee Safety
[3:45] The Business Case for CX at SMUD
[4:30] Key Takeaways

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