The Intertie Fri, 28 Aug 2026 11:30:54 -0400 en-us © 2026 The Intertie yes 06fdb636-93d5-5682-8ed8-5692a18becc0 Motive Power episodic false Connecting the people, ideas, and solutions shaping the future of energy

]]> Buzzsprout (https://www.buzzsprout.com) Motive Power https://storage.buzzsprout.com/8xiemsz9c14fit65n7i2ilz34hbl?.jpg The Intertie How Utilities Can Improve Customer Experience with Johanna Fulache How Utilities Can Improve Customer Experience with Johanna Fulache 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

]]> 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

]]> Motive Power Buzzsprout-19717163 Fri, 28 Aug 2026 11:00:00 -0400 1059 Solar,energy,climate,climate change,electric,new york,sustainability,grid,power 1 1 full false