The Customer Outage Journey in 2024
As we look at 2024, the customer outage journey has become a focal point for utility companies aiming to transform their relationships with customers during power disruptions. Historically, outage management was simply about minimizing downtime and restoring power as quickly as possible. Today, however, the landscape is shifting towards resilience, transparency, and a more engaging customer experience, driven by increasing regulatory pressure and heightened customer expectations.
The state of the outage journey is still primarily centered on reactive responses to storms and major incidents. Many utilities have yet to fully develop real-time communication systems that could keep customers informed at every stage of an outage. Customer portals, outage maps, and proactive communication tools have seen improvement, but inconsistencies remain. For instance, some utilities excel at updating outage maps and sending targeted notifications, while others lag, leading to customer dissatisfaction. Geographic and regulatory differences further contribute to varied customer experiences across the country.
Despite these challenges, there is a clear shift towards proactive management and communication. The expanded role of utility executives now includes managing public trust during emergencies, which means ensuring that the customer feels informed and reassured, even when things go wrong. Customers expect more than just power restoration; they want real-time, transparent updates on the cause of the outage, estimated time of restoration, and safety measures being taken. They want imagery, engaging content, and real-time info. This approach not only helps manage customer expectations but also strengthens the overall resilience of the utility by fostering trust. The future of the customer outage journey lies in enhanced communication and situational awareness. Utilities are increasingly adopting advanced technologies such as AI-powered threat detection, which provides early alerts and enables quicker responses to potential grid disruptions.
Emerging trends like the concept of “All Hazards Management” are driving the need for comprehensive platforms that can handle everything from wildfires to cyber threats. As seen in the presentations from PG&E atChatwell’s PowerUP a few months ago, there is a growing emphasis on resilience tools and processes that ensure every potential risk to the grid is addressed preemptively. We are also seeing more utilities investing in mobile-first communication strategies. This includes leveraging apps that allow customers to track outages in real time, receive push notifications, and communicate directly with customer service teams. The customer outage journey in 2024 is no longer just about restoring electricity; it is about managing a seamless experience during disruptions. As utilities evolve from simply being reliable to becoming resilient, their success will be measured by how effectively they communicate, assure, and engage their customers during emergencies.
DataCapable
At DataCapable, we understand the critical need for rapid and accurate information during emergencies and outages. Our suite of solutions is meticulously designed to revolutionize the utility industry. Our comprehensive platform leverages the latest in AI and machine learning technologies to provide utilities with unparalleled operational insights and enhanced decision-making capabilities. To discover how the DataCapable Platform can assist utility companies like yours, please schedule a demo.
About the Author: Zac Canders
Zac Canders is a seasoned expert in the utility industry with 20 years of experience, specializing in business process improvement and IT strategy. With an MBA and Project Management Professional Certification, he excels in leveraging emerging technologies to enhance safety and optimize data sharing in the energy sector. Zac's extensive skill set includes product management, software project management, and management consulting, making him a valuable partner to leading consulting firms and major utilities like Accenture, Deloitte, and PG&E.
