Honored for Putting Customers at the Heart: PG&E Recognized for Advancing Customer-Focused Technology

Putting customers at the heart of everything we do isn’t just a slogan at PG&E — it’s our way of working and how we improve every day. It’s what pushes us to innovate, improve, and find new ways to deliver a “10 out of 10” experience. Every day, we’re using smarter technology to enhance the customer experience, empower our coworkers, and strengthen our operations.

Recently, PG&E was honored with Chartwell’s 2025 Award for Excellence in Customer Transformational Leadership. The award is given to companies that are leading in innovation and caring for customers. We earned this award because we use new ideas and advanced technology, including artificial intelligence (AI), in our work.

These efforts help us give customers more personal, faster, and better service. We want every customer to have a “10 out of 10” experience every time. Chartwell even wrote a case study about our work as a best practice guide for other companies.

We are dedicated to making every interaction easy, quick, and reliable. AI is one of the many tools we are doing to achieve this. For example, we now use AI to help with customer claims. This means less manual work, fewer mistakes, and faster results.

We also have a virtual assistant named Peggy. Peggy gives fast, personal help when customers need it. In April, we started using Agent Assist, an AI tool that helps our customer service team find answers faster. This means customers don’t have to wait as long for help. In June, we launched a new website. It makes self-service easier, keeps information safer, and lets customers add other people to their accounts.

Our vision goes beyond technology. We’re focused on strengthening trust and ensuring every customer feels seen, supported, and understood. These advancements show what’s possible when we combine advancements in technology with a single purpose: to better serve our communities and hometowns.

We want to know what matters most to you and how we can do better. Please share your thoughts with us at pge.com/openlines.

About the author

Vincent Davis is senior vice president of Customer Experience at PG&E.