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The AI Advantage: Elevating Utility Customer Experience
(Complimentary Webinar) This session showcases how Itineris works closely with Microsoft, leveraging their developments and innovations in Copilot, to enhance their utility-focused CIS/CRM solutions.
Dashboard Integration to Support Outage and Restoration Management
Join us as Alabama Power showcases how linking its IDMS Dashboard with its ADMS Viewer created a more unified approach to outage and restoration management.
Navigating the New TCPA Rules: What Utilities Need to Know Before the April 2026 Deadline
(Complimentary Webinar) Join Paul Watkins of Convey and William Raney of Copilevitz, Lam, & Raney for a practical look at what the new TCPA rules require and how to stay compliant.
Con Edison Improves Preemptive Shutoff Communications
After a heatwave in the summer of 2019 set off emergency power shutoffs in Brooklyn, Con Edison received a massive wave of customer complaints. Con Edison’s Outage Communications Journey Mapping Team went straight to work to find ways of improving the experience of customers impacted by preemptive shutoffs, identifying solutions on both the customer and operational sides that became Con Edison’s EMI Planned Outages Project. The result was the launch of a comprehensive package of scripts and a well-designed procedure in the first months of 2020 to communicate with customers prior to, during, and after shutoffs. By the time similar outages took place in Brownsville and Queens in the summer of 2020, the effort paid off. In testing, virtually all customers, 96%, felt proactive messages sent to them were valuable and 90% of customers reported the messages provided enough time to prepare and made them feel at ease.
In this session, learn how Con Edison carried out this successful project.
