Episode 7: Kevin Engelhardt - Utility Experience

from The Experience Gap: The Insight Shop to the Rescue · host Kate Backer-Kompelien

Join us as Kevin recounts his experience of a startling disconnect between leadership and the front line. Armed with detailed documentation, he expected a swift, straightforward resolution but found himself stalled by a rigid frontline script that prevented any real progress. Frustrated, Kevin took his story to social media and to his surprise, it was leadership’s intervention there that finally delivered a successful outcome. Tune in to discover how this situation could have been resolved correctly the first time.

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This episode is 9 minutes long.

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This episode was published on July 24, 2025.

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