The Connected Customer Experience: Bridging Operations, Engagement, and Real-Time Awareness

Utilities have spent decades digitizing customer engagement, but major operational events continue to expose a critical gap: fragmented situational awareness. During storms, wildfires, outages, and emerging grid threats, utility leaders are forced to make high-stakes decisions using disconnected systems, delayed field visibility, and incomplete customer intelligence. This keynote will explore how leading utilities are evolving from reactive response models to real-time operational intelligence—combining outage systems, customer communications, hazard reporting, community-generated data, field intelligence, and AI-assisted insights into a shared operating picture. Attendees will learn how utilities are reducing blind spots, accelerating response, improving coordination across operations and emergency management, and strengthening customer trust during both major events and everyday operations.The discussion will also examine how utilities can operationalize customer and community signals without overwhelming operations teams—transforming fragmented data into faster decisions, clearer communications, and more resilient utility operations.

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