2020 has provided utilities around the country a series of compounding crises. COVID-19 has made it more challenging to deal with outages, hurricanes, fires, and a host of other challenges. The utilities that have had the most success navigating this landscape have focused on customer experience to connect, communicate, and engage important information. These efforts have led to an increase in satisfaction for many utilities. However, there is still much work to be done. Digital technology, data, and analytics offer utilities new opportunities and insights to become more customer-centric. One of the best examples of a utility combining digital tools and strategic engagement is Southern California Edison, who proactively worked with their customers during a dramatic heatwave this summer to prevent outages and keep people safe and comfortable. Zpryme sits down with SCE and Black and Veatch Management Consulting to discuss how utilities can modernize and improve their customer experience program. This webinar will discuss:

• How to best use analytics to design and maintain a modern customer experience program.
• Strategic communication planning.
• What types of digital tools and systems lead to the best results.
• How customer-experience will evolve over the next decade