The Long Tail of the Outage: Managing the Customer Experience Before and After the Event

Utilities often focus on the moment power goes out and the moment it is restored. But the customer experience around outages begins long before the first storm warning and continues well after the lights come back on. This panel explores how utilities are managing the full lifecycle of an outage – from pre-event preparation and expectation setting to real-time updates and post-restoration follow-up. Panelists will discuss how new tools and communication workflows allow utilities to deliver more targeted, coordinated messaging across channels while reducing call volume and improving customer trust. The discussion will highlight practical approaches utilities are using to connect operational awareness, ETR communication, and post-event engagement into a more seamless customer experience.

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