Duke Energy’s Response to Hurricanes Helene and Milton Driven by Compassion and Foresight
When Hurricanes Helene and Milton struck within 10 days in 2024, Duke Energy faced unprecedented destruction across Florida and the Carolinas. Millions lost power amid catastrophic flooding, downed infrastructure and impassable terrain. Drawing on lessons from past storms, Duke Energy executed a response grounded in compassion, foresight and disciplined communications. This case study explores how a digital-first, phased communications strategy helped keep customers informed before, during and after landfall—while easing pressure on call centers and supporting safe restoration. It also highlights Duke’s coordination with regulators and emergency agencies, personalized customer support in the hardest-hit areas, and how investments in digital resilience paid off during peak demand. The result: stronger customer trust, improved satisfaction and a documented catastrophic response plan to guide future events.
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