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Rick Pugh

As Director of Consulting Services for the Los Angeles Metro, Rick Pugh specializes in helping his clients finds ways to use technology and process improvement to engage with his customers in a more efficient and compelling manner. Rick has over 20 years of domain experience in Customer Engagement (Cx), Digital Engagement (Dx) and Digital Interactive (Di) projects with clients in the Retail, Media & Entertainment, Utility Industry, Banking and Finance Industries, and in the public sector.

Rick has personally led highly complex, multi-million dollar digital transformation projects with large utility clients in California that enabled them completely re-envision their online residential and commercial & industrial customer self-service channels, introduce new mobile applications, and enable all the organizations to become WCAG 2.0 Double-A Accessibly Compliant.

From this author

End of the ‘good old’ days for utilities

November 26, 2018 Engaging with customers was not a priority for utilities in the past because the risk of losing them was low. However, a growing number of progressive utility leaders have a vision of industry transformation and are embracing a more innovative and human-centered approach to the people they serve.