Mastering Outage Messaging
When the lights go out, customers expect utilities to provide information quickly, accurately, and with empathy. During this panel discussion, industry leaders will discuss how they have used research and customer feedback, improved processes, and leveraged effective delivery technology to communicate across channels in ways that satisfy customers.
Michael B. Williams, Principal Manager, Business Operation, Business Customer Division, Southern California Edison
Michael began his career with Southern California Edison (SCE) in 2009 and has served in several capacities leading CCA & DA administration, DSM Engineering, Key & National Accounts, Grid Interconnections, Customer Experience, and Operations. He is currently the Principal Manager of Business Operations in the Business Customer Division where he leads Outage Communications, Customer Choice Services, and Technology Integration & Support Services.
John Zumbado, Senior Engineer, Georgia Power
During his 30-year career at Georgia Power/Southern Company John has held both technical and leadership roles within Georgia Power’s Power Delivery organization and Southern Companies Information Technology organization, helping to implement new technologies to support over 2.6 million Georgia Power customers.
Over the last 10 years John has been directly involved with Outage Communications, from the outage map to outage notifications, John serves as the ‘Outage Communication-guy’ at Georgia Power, helping keep the outage map running for his customers and helping to provide unique ways to communicate non-traditional outage related messages.