Description
How do you help rebuild customer trust in a 120-year-old utility company that is seeing some of the lowest customer satisfaction levels in its history? Radical candor.
Pacific Gas and Electric Company (PG&E), which provides energy to 16 million customers in North and Central California, is recognizing and addressing its customers’ concerns by airing their grievances from the Internet. Its new video series, developed in partnership with independent ad agency, Duncan Channon, features Vacaville frontline workers E-Man and Jeramy reading real customer posts and providing fun, unscripted and easy-to-understand answers.
The campaign comes as PG&E works to rebuild trust with customers by enhancing safety, improving reliability, and stabilizing energy rates. The company turnaround is being led by CEO Patti Poppe whose philosophy of change centers around the idea of “leading with love.” And because love starts with listening, the company has made the bold choice to give their customers’ concerns airtime.
This professional campaign titled 'Open Lines' was published in United States in June, 2025. It was created for the brand: pg&e, by ad agency: Duncan Channon. This Film and Integrated media campaign is related to the Other and Public Utility industries and contains 2 media assets. It was submitted 18 days ago.
Credits
2025
PG&E “Open Lines”
Campaign credits
··········
AGENCY: DUNCAN CHANNON
Creative
Executive Creative Director: Parker Channon
Creative Director/Writer: MJ Deery
ACD/Writer: Madeline Lambie
ACD/Art director: Kalee Abella
Design Director: Shannon Burns
Designers: Jen Kellogg, Darlene Gibson, Joo Park
Strategy
Director of Brand Strategy: Kelleen Peckham
Senior Social Norms Strategist: Adam Flynn
Account Management
Managing Director: Kumi Croom
Associate Account Director: Valerie Nerio
Account Supervisor: Vida Thaxton
Account Manager: Nicole Rodriguez
Production
Head of TV & Content Production: Keenan Hemje
Executive Producer: Rita Ribera Channon
Head of Digital Production: Eric Kozak
Director of Art Buying and Print Production: Shaz Kuerschner
Art Buyer/Print Producer: Britt Gardner
Lance Casey: Senior Editor
GFX: Banana Stand
Creative Director: Jessica Wyatt
Project Management
Project Managers: Arista Ware II & Rosheila Robles
Studio
Production Artist: Micah Trieu
Media & Analytics
Group Director, Media & Analytics: Madelaine Robinson
Associate Director, Media & Analytics: Jason Cantor
Media & Analytics Planner: Sara Wiler
Associate Planner, Media & Analytics: Natalia Rey
Associate Director, Paid Social: Eddie Gonzalez
Associate Director, Digital: Kyle Rovinski
Group Director, Digital & Analytics: Robert Griffin
Data Analyst: Aidan Steiner
··········
PRODUCTION PARTNERS
Production Co.: Speakeasy
Executive Producer: Rebecca Parenteau
Director: Blake Bogosian
Producer: Bryce Cyrier
VFX: Jogger Studios
Creative Director: Josh Kirschenbaum
Flame Artist: Andy Brown
Head of Production: Diana Cheng
Colorist: Dan Swierenga
Edit house: Cut and Run
Editor: Blake Bogosian
Assistant Editor: Hamilton Henson
Assistant Editor: Chance St George
Assistant Editor: Stefan Manz
Executive Producer: Brian Stanley
Head of Production: Kristen Jenkins
Managing Partner: Amburr Farls
Tone11 Studios
Sound Mixer: Eben Carr
Associate Producer: Krista Hertzog
Photographer: Talia Herman
Casting: All of Us Casting
··········
CLIENT
CMO: David McCulloch
Director Brand Strategy & Advertising: Monica Burk
Brand Strategy & Advertising: Libby O’Connell
··········
AGENCY PARTNERS
Hispanic/Latino cultural partner: Acento Advertising
Asian cultural partner: APartnership
