Utility customers are demanding more than ever—smarter solutions, greener energy, and seamless digital experiences that meet them where they are. To help utility leaders rise to these challenges, Mindgrub joined forces with Chartwell, Inc. to bring actionable strategies to the table in the webinar, “Your Guide to Building an Impactful Utility Digital Experience Roadmap.”

Moderated by Russ Henderson, the session brought together industry leaders to discuss how customer-centricity, effective prioritization, and collaborative strategies are shaping the utilities of tomorrow.

Our Panel of Experts:

• Andy Quick – VP, Chief AI Officer, Entergy
• Russ Henderson – Director of Research, Chartwell, Inc. (Moderator) 
• Laura Gousha – Engagement Director, Mindgrub 
• Andrew Dalton – VP of Professional Services, Mindgrub

Topics We Covered:

• How utilities can adopt customer-first strategies to drive growth and satisfaction.
• Leveraging journey mapping and prioritization frameworks to align organizational goals with customer needs.
• Incorporating real-world challenges and customer feedback into product design.
• Practical steps to create high-impact roadmaps that deliver measurable value.

Watch the full recording below for an in-depth look at the discussion, or keep reading to uncover standout insights and actionable takeaways you can start applying today.

Highlights:

3:15 | What is the biggest challenge utilities face today? Panelists discuss how evolving customer expectations and regulatory pressures are transforming the industry.

8:45 | Value vs. Effort Matrix explained: Laura shares how this framework enables teams to prioritize initiatives effectively.

14:20 | Balancing strategy with execution: Insights on crafting actionable, theme-based roadmaps that resonate with stakeholders

21:00 | Avoiding common design pitfalls: Panelists share lessons on problem-first design and the importance of asking “why.”

29:35 | Incorporating customer feedback: Real-world examples of how utilities validate their ideas through surveys and usability testing

35:50 | Q&A: Aligning customer needs with value scoring: Panelists dive into practical tips for incorporating diverse metrics.

45:10 | Closing thoughts: The importance of adaptability and collaboration in creating customer-first utilities

Key Takeaways:

1. Start small with journey mapping: Even informal efforts can uncover significant insights that drive transformation.
2. Prioritize wisely: Use tools like the Value vs. Effort Matrix to focus on high-impact initiatives.
3. Ask the right questions: Problem-first design ensures solutions address real needs.
4. Embrace adaptability: The utilities sector must be agile to meet changing customer and business demands.

Ready to chart your roadmap to success?

Let’s talk about how Mindgrub can help your utility transform its digital strategy. Contact us today!