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CHARGE - Powering Energy Brands
CHARGE Energy Branding is the catalyst for transforming energy brands into powerful forces that drive real commercial growth. As a pioneering leader in the field, CHARGE empowers energy companies to redefine their brands, navigate new challenges, and seize opportunities in the dynamic energy landscape.
CHARGE - Powering Energy Brands
Infusing AI into Customer Experience
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AI is changing how utilities engage with customers, but the real challenge isn’t automation. It’s balance.
In this episode, Fridrik Larsen speaks with Kim Maren Ekrutt, Global VP and Co-Head of the IBU Utilities at SAP, about how AI is reshaping customer experience across the energy sector.
They explore:
- How AI is already transforming real customer interactions
- Where automation adds value — and where human connection still matters most
- Practical first steps for utilities just starting with AI for CX
- How to measure impact beyond efficiency, from satisfaction to loyalty and value
- What new skills marketers and CX leaders need as AI becomes embedded
A must-listen for anyone working at the intersection of energy, technology, and customer experience.