Infusing AI into Customer Experience

Neuroscience & Energy Branding: Why Behavior Changes Beliefs with Dr. Kris De Meyer

Are we approaching energy communication backwards? In this episode, Prof. Fridrik Larsen sits down with Dr. Kris De Meyer, Neuroscientist and Director of the UCL Climate Action Unit, to explore how the human brain responds to large-scale change in the energy sector. While the technology and capital for a lower-carbon future are ready, progress is often slowed by resistance, misinformation, and polarised narratives. Dr. De Meyer explains why the traditional PR model of “changing minds to change behavior” often fails and why action-based storytelling may be the key to building acceptance. They explore: * Why our brains struggle to process rapid industry change * Why actions often shape beliefs, not the other way around * How persuasion can unintentionally fuel polarisation * Practical ways to shift messaging from problems to progress A fascinating discussion at the intersection of neuroscience, branding, and energy communication.

The State of Energy Brands: Insights from CHARGE North America

What are the biggest branding and marketing challenges facing energy companies today? In this episode, Prof. Fridrik Larsen is joined by Rob Cantrell, CEO of Atlantic Energy and long-time CHARGE supporter, to reflect on the recent CHARGE North America event held at CPS Energy in San Antonio. Rob shares his key takeaways from the event, including the conversations that challenged his thinking, the sessions that delivered real practical value, and why conferences like CHARGE are becoming increasingly important for business development in the energy sector. Together they explore: • The most valuable insights and discussions from CHARGE San Antonio  • Why practical, “nuts and bolts” marketing sessions resonated with attendees  • A thought-provoking perspective on the value of green branding  • Why branding and marketing should be part of every CEO’s strategic agenda Rob also shares why energy leaders should stop thinking of branding as a cost centre and start seeing it as a revenue driver.

From Charging Stations to Brand Perception: The New Frontline of EV Adoption

New research from Escalent reveals a critical shift in the EV buying journey: it’s not just about vehicle range it’s about confidence in charging infrastructure. While most EV owners charge at home, public charging reliability has an outsized impact on perception, recommendation and adoption. When charging fails, trust erodes. When it works seamlessly, it strengthens brand confidence and accelerates consideration. In this episode, KC Boyce, Vice President of Automotive & Mobility at Escalent, joins Fridrik Larsen, Founder of CHARGE/ brandr Index, to explore: • The link between charging reliability and EV recommendations • Why infrastructure visibility matters to non-EV buyers • The brand advantage of networks like Tesla Supercharger • How design and experience influence perception For energy leaders and automakers, the message is clear: charging infrastructure is no longer just operational, it’s reputational.

Breaking Bad News: Crisis Communication Insights

What should you say when everything goes wrong?  In this episode, we’re joined by Jeff Hahn, author of Breaking Bad News and one of the most experienced voices in crisis communication. With more than 30 years in reputation management, Jeff breaks down why crisis communication isn’t a “dark art,” but a learnable system.  We explore:  * Why most organizations fail before a crisis even begins * The “3Ms” model: Message, Messenger, Method of Delivery * Real-world energy-sector case studies, from Colonial Pipeline to Hurricane Beryl * The biggest misconceptions leaders have when the pressure is on Jeff also shares what participants can expect from his upcoming session at CHARGE North America in San Antonio and why preparing for the worst can actually be fun. 🎧 Listen now!

Infusing AI into Customer Experience

AI is changing how utilities engage with customers, but the real challenge isn’t automation. It’s balance. In this episode, Fridrik Larsen speaks with Kim Maren Ekrutt, Global VP and Co-Head of the IBU Utilities at SAP, about how AI is reshaping customer experience across the energy sector. They explore: * How AI is already transforming real customer interactions * Where automation adds value — and where human connection still matters most * Practical first steps for utilities just starting with AI for CX * How to measure impact beyond efficiency, from satisfaction to loyalty and value * What new skills marketers and CX leaders need as AI becomes embedded A must-listen for anyone working at the intersection of energy, technology, and customer experience.