Enhancing Outage Communications with Real-Time Customer Feedback and Benchmarking

Join this panel discussion to explore how CPS Energy is transforming outage communications through the strategic use of post-event, in-channel surveys. This session will delve into CPS Energy’s approach of deploying surveys directly through the communication channels used for outage notifications, thereby enhancing feedback accuracy and engagement. Discover how this method not only provides CPS Energy with immediate insights into their communication effectiveness but also enables them to benchmark their performance against other utilities. This real-time feedback mechanism is pivotal in continuously refining communication strategies, thereby improving overall customer satisfaction and setting a benchmark in utility customer service. Learn how your utility can adopt similar practices to elevate customer interactions and service delivery.

Panel Moderator:
  • Jennie King, Principal Consultant, Chartwell Inc.


  • Chance Kinnison, Customer Research & Insights Program Manager, CPS Energy
  • Arnold Santayana, Sr Manager, Enterprise Customer Experience, CPS Energy
  • Ann Kinnard, Director, Customer Experience, CPS Energy


View All EMACS 2024 Agenda Highlights