CenterPoint Energy’s Hurricane Harvey Restoration and Communications Strategy Improves Customer Opinions

Hurricane Harvey was the second-costliest tropical storm to hit the United States, inflicting $125 billion in damages and causing more than a million power outages in greater Houston. CenterPoint Energy was prepared for the disaster with an integrated omni-channel strategy, grounded in the lessons from 2008’s Hurricane Ike and supported by Chartwell research.

In a post-Harvey CenterPoint survey, 59% of respondents indicated that their opinion of the company had improved after the utility’s efforts during the crisis. Attend this session to learn how CenterPoint Energy, which took home Chartwell’s 2018 Gold Award in Outage Communications among large utilities for its efforts, used digital channels, targeted and personalized engagement, customer feedback and empowered advocates to deliver more than 10 million messages that helped customers get ready for the storm, endure outages and rebuild after the storm.


  • Steve Waters – Digital Marketing and Automation Supervisor, CenterPoint Energy

As Digital Marketing & Automation Supervisor, Steve’s responsibilities include strategy and management of social media engagement, e-mail campaigns, and associated technology platforms. Past responsibilities in 19 years with CenterPoint Energy include executive speechwriting, smart grid and IT communications, web content management, and managing internal and external communications projects. 

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