Five Trends in Outage Communications Your Utility Can’t Ignore

Drones. Chatbots. Artificial Intelligence. These are among the many buzzwords we hear in the press, and these technologies are indeed transforming the ways in which utilities communicate with customers about service outages. But did you know that industry leaders instead identify “improving OMS models” as the most-important technology trend that will impact outage communications over the next five years? Utilities are insourcing, outsourcing and reinventing aspects of outage communication in constantly shifting ways. Join Chartwell and Southern California Edison’s Tomaso Giannelli to explore the major trends in outage communications and how utilities like SCE are leading the charge.


  • Russ Henderson – Senior Research Manager, Chartwell Inc.

Russ manages Chartwell’s research and events in the area of outage communications. Through industry and consumer surveys, interviews and group problem solving, Russ tracks trends and identifies best practices proven to help utility companies become and remain leaders in communicating with customers before, during and after power outages. Russ facilitates Chartwell’s Outage Communications Leadership Council, a utility-only peer group with more than 40 utility members, and serves as content advisor for Chartwell’s Outage Communications Conference, now in its thirteenth year.

  • Tomaso Giannelli – Senior Manager, Business Customer Division, Outage Management & Communications Team, Southern California Edison (SCE)

As the Senior Manager for the Business Customer Division's outage team Tomaso's team is the customer's advocate within SCE. They work to educate customers and employees on outages so they can make informed business decisions to keep their employees safe and their down time to a minimum. Tomaso previously worked in SCE's Grid Operations Department, the 24-hour repair and dispatch center for all outages throughout SCE's 50,000 square mile territory.

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