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Brian Kurtz doesn’t shy away from a tough climb. He’s always loved the mountains, and in college he spent an entire semester “abroad” in the Western Rockies, learning about ecology while also trudging up and down mountains.

That experience taught him a framework called expedition behavior — a methodical approach to planning and executing a mission. Years later, Brian and his team at PSEG Long Island took on a different kind of mission, but one that still required a thoughtful, patient approach.

This week on With Great Power, Brian tells the story of how PSEG Long Island rose from the bottom of the 2014 J.D. Power customer satisfaction survey among large electric utility business customers in the East to the top in 2025. They talk about the key steps along the way — including a rate modernization program and improved customer communications.

Credits: Hosted by Brad Langley. Produced by Mary Catherine O’Connor. Edited by Anne Bailey. Original music and engineering by Sean Marquand. Stephen Lacey is executive editor. The GridX production team includes Jenni Barber, Samantha McCabe, and Brad Langley.