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Stakeholder Engagement: How Hydro One Builds Stronger Partnerships Before Outage
Emergency preparedness is strengthened long before a storm, wildfire, evacuation, or other crisis begins. In this webinar, Hydro One’s Shannon Murphy will explore how utilities can build and sustai...
Progress Over Perfection: OPPD’s Outage Communication & ETR Enhancements
Join Andrew Peacock, Manager of Customer Experience at Omaha Public Power District (OPPD), as he shares how OPPD's continuous improvement mindset has sharpened the way they set expectations during ...
The Tale of Two Storms: How Con Edison Quickly Pivoted Its Communications Strategy to Keep the Public Informed in Extreme Conditions
In this session, Con Edison shares how its team pivoted messaging, channels, and tone in real time to keep millions of customers informed, safe, and connected throughout both storms.
MyOPPD is Omaha Public Power District’s secure online platform that gives customers convenient, 24/7 access to their accounts.
In this webinar, we will see how users can view and pay bills, trac...
Customer Experience Transformation: Navigating the Peaks and Valleys of Change
With the rise of customer choice, utilities face new challenges that require innovative approaches. Historically, customers relied on their energy providers as trusted advisors, but evolving expectations demand more. ATCO Electric assessed its customer experience maturity across key areas such as customer journey, data insights, personalized communications, and automation. This evaluation informed a holistic five-year roadmap to transform they company’s customer experience, providing a framework to measure success. Along the way, ATCO Electric has faced the highs and lows of change. In this session, learn how the program was structured, how organizational buy-in was achieved, and, nearly two years in, things that might change if they could start over.
Speaker:
Julie McGinnis, Director, Customer Experience & Engagement, ATCO Electric
Julie is leading a broad customer experience transformation for ATCO Electric to better serve customers today and through the energy transition. She has a passion for improving employee and customer experiences with a focus on designing and executing people-centric strategies that drive engagement, growth and customer satisfaction.
