Powering Through the Holidays – Navigating Load Shed with Effective Communication

Unprecedented winter storms brought dangerously cold temperatures that forced load shed events to over one million Americans. While it was difficult enough for customers to be left in the dark, some of the customer frustration that surfaced was related to communication gaps around fast, proactive, and personalized communication.


This discussion, brought to you by Message Broadcast of LINK Mobility, invites Duke Energy to discuss failures and successes from proactive demand response and load shed communication strategies. Hear how methods and technology are changing in 3 big areas to help utilities be faster, smarter, and more proactive to minimize rolling blackouts and keep the public informed even when they do occur.


  • Learn how leading utilities are shifting to more proactive communication to avoid reactive fallout and curb demand
  • Reduce customer effort with best practices to segment audiences and personalize communication
  • Understand how to automate real-time approvals from key stakeholders
  • Discover the benefits of being tech-enabled for unplanned critical events to communicate to customers faster, easier, and smarter


Paul Watkins, CX Strategist, Message Broadcast by LINK Mobility

Paul Watkins has over 12 years of utility industry experience.  He came from Duke Energy where he led digital strategy and new product development. He has served on industry advisory boards, been a guest speaker at Stanford University, and provides industry product strategy consulting. Paul lives in Charlotte, NC with his wife, Vanessa and his two children Seth 21 and Geneva 18.  In his spare time, he enjoys snow skiing and classic car restoration.

Brad Cone, Sr. Product Owner, Duke Energy

Brad is Senior Product Owner supporting the Duke Enhanced Customer Solutions – Outage Team with a portfolio that includes:  Outage Notifications, Maps, Street and Area Light Repair. Adding to that are a number of internal facing outage applications from Planned Outages, Outage Summaries and PingIt for smart meters. Brad has been with Duke Energy approaching ten years now with an outage and customer focus from day one.

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