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From meters to customers: How the focus of PSE&G’s service has evolved

Gregory Dunlap

When Gregory Dunlap first entered the utility industry, "nobody talked about customers, only meters." What strategy is supporting the transition to a consumer advocacy approach?

Gregory Dunlap, VP Customer Operations, PSE&G, believes large service providers have set a high bar for customer service expectations. In order to keep up and provide the same quality of service, each interaction has to be unique to each individual consumer, according to the executive.

This interview is part of ‘Beyond Technology’, a series powered by ContactEngine.