The New Outage Playbook: Building Customer Trust Through Better Communications

Outages are no longer judged solely by restoration speed—they are judged by the customer experience during restoration. As customer expectations rise and regulators demand greater transparency, utilities are under pressure to provide clear, accurate, and timely outage information across every stage of an event. This keynote will explore how leading utilities are modernizing outage communications by combining outage data, field intelligence, customer-reported information, and real-time operational updates into a more transparent customer experience. Discussion topics will include outage maps, outage trackers, AI generated estimated restoration times, proactive communications, stakeholder visibility, and strategies to reduce avoidable call volume while strengthening public trust during both everyday outages and major events.

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The New Outage Playbook: Building Customer Trust Through Better Communications

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