Customer Experience and UX Design at Idaho Power

What role does UX design play inside a major utility company — and why does it matter even in a regulated monopoly? Join Daniel Gold, Customer Experience Manager at Idaho Power, for a behind-the-scenes look at how CX strategy and UX design intersect to shape critical digital experiences. He’ll share how human-centered design has become part of Idaho Power’s customer strategy. Additionally, he will discuss real-world examples of how companies are leveraging UX to help support grid stability and prevent blackouts. If you’re curious how UX creates impact in industries you might not expect, and what opportunities may exist for emerging UX designers at Idaho Power, you won’t want to miss this session.

Presenter: Daniel Gold – Customer Experience Manager | CX & Economic Development
Focus on:
-How Customer Experience (CX) strategy works within a large utility organization
-The overlap between UX (User Experience) and CX (Customer Experience)
-Why digital experiences are important for Idaho Power’s CX strategy
-Why UX and CX matter — even within a regulated monopoly
-Real-world examples of how UX design helped support grid stability and prevent rolling blackouts in California
-Insight into how students and emerging professionals can engage with CX and UX work in the utility sector

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