Intertie

Motive Power
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The energy grid is being asked to do more than ever: serve soaring demand, integrate new tech, and boost resilience while staying affordable and reliable. Welcome to The Intertie. Just as an intertie connects separate power networks to move energy, this podcast connects the utility leaders, innovators, and experts shaping the future of power. Hosted by Kyle Loving from Motive Power, each episode breaks down what’s changing, what’s working, and what it takes to build the grid of tomorrow.

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    Where AI Helps (and Hurts) Utility Customer Experience, with Johanna Fulache, National Grid

    How is AI actually changing utility customer experience? Johanna from National Grid breaks down where AI helps, where it risks eroding trust, and how CX became a company wide job. FULL EPISODE DESCRIPTION Can AI make a power company feel more human, or does it risk doing the opposite? On this episode of The Intertie, host Kyle Loving (Motive Power) and co-host Austin Miley sit down with Johanna Fulache, Customer Experience leader at National Grid, to unpack how one of the largest utilities in the country is rethinking customer experience (CX) from the ground up — and where AI fits into that shift. Johanna shares how CX at National Grid has evolved from being "one team's job" to a shared responsibility across the entire organization, why empathy matters most in high-stress utility moments like outages and billing hardship, and how tools like their internal "Grid GPT" platform are helping employees — not replacing them — to deliver clearer, faster, more consistent support. She also gets candid about the flip side: where AI can erode customer trust if it feels too generic, impersonal, or disconnected from the human moments utilities are built to serve. In this episode, you'll learn: Why customer experience in utilities can't live in a single department — and how National Grid is rolling out a company-wide "customer-first" mindsetHow empathy shows up operationally through National Grid's Customer Advocates team, including automatic enrollment in discount rate programs for qualifying customersWhere AI is genuinely improving the employee and customer experience (hint: it's not just about speed)The risks of AI in customer-facing utility work — data privacy, bias, and the importance of keeping "humans in the loop"How National Grid measures whether CX is actually working, using behavioral signals like channel-switching and task completion instead of a single scorePlus, in this episode's Culinary Corner, Johanna, Austin, and Kyle share the meals that stopped them in their tracks — from a New York City pizza slice to Twin Cities sushi to a Portland restaurant helmed by a Top Chef alum. Timestamps:  00:00:19 - Welcome to The Intertie 00:01:10 - Meet Johanna, National Grid Customer Experience 00:03:09 - A day in the life: connecting internal ops to customer experience 00:04:15 - What's fundamentally changing in utility CX 00:05:55 - Where empathy comes in and National Grid's Customer Advocates team 00:09:23 - How AI is improving the customer experience 00:10:46 - Where AI risks eroding customer trust 00:11:40 - Keeping humans in the loop 00:12:05 - How National Grid measures CX success 00:13:00 - Culinary Corner: the meal that made them say "wow" About The Intertie: The Intertie is where we connect the people, ideas, and practical solutions shaping the future of energy. Hosted by Kyle Loving of Motive Power, each episode features candid conversations with utility leaders, innovators, and industry experts on what's changing, what's working, and what it will take to meet the energy needs of the future. Website: Link Social links: Kyle Loving, Austin Miley and Johanna Fulache

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The energy grid is being asked to do more than ever: serve soaring demand, integrate new tech, and boost resilience while staying affordable and reliable. Welcome to The Intertie. Just as an intertie connects separate power networks to move energy, this podcast connects the utility leaders, innovators, and experts shaping the future of power. Hosted by Kyle Loving from Motive Power, each episode breaks down what’s changing, what’s working, and what it takes to build the grid of tomorrow.

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  • 제작진
    Motive Power
  • 방송 연도
    2026년
  • 에피소드
    1
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  • 저작권
    © 2026 Intertie
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