The energy industry has watched finance and retail upend business practices to suit customers, seeing positive results on ROI and across the customer experience. Is it time utilities followed the same route?

Stuart Hemphill, SVP, customer and operational services at Southern California Edison, explains how the US utilities brand is shifting its focus away from an overarching customer journey strategy to one that encompasses many customer’s journeys, from – as he puts it – his children’s generation, to his parents’.

This interview is part of our Beyond Technology series, powered by ContactEngine.