Top 3 Outage Communications Trends for 2021

According to Chartwell’s Outage Communications Leadership Council, the following three topics are emerging as top trends for 2021.

  1. Strengthening Major Event Processes.

    Given the frequency and intensity of major events like hurricanes and wildfires, utilities are overhauling business processes to establish more robust accountability for global and regional ETRs and optimizing tactical resources like mobile aid units and digital content teams.

  2. Adapting to Lockdown Fatigue.

    For nearly a year, many customers have been working and attending school from home. Utilities have had to adapt communications for customers who are now more sensitive to even very brief outages and are significantly less patient with ETR changes.

  3. Leveraging Real-time CX Dashboards.

    Leading utilities are implementing customer experience dashboards that visually track customer messaging as well as the accuracy, timeliness and frequency of estimates, making it easier to pinpoint problems, improve systems and track results.

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