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Keeping Electricity Affordable -- Earning Trust in a High-Growth Era
Customer engagement has long been "table steaks" for utilities, but today, the stakes have never been higher, particularly as AMI modernization, distributed energy resource growth, and affordability pressures reshape expectations. As distribution flexibility becomes more of a focus, customer participation in utility programs is fundamental to the new business model and increasingly central to grid reliability and peak management, but often, customers struggle with trust. This panel brings together utility Customer Officers and Executives to share case studies of how they have addressed the trust model, including measurable outcomes from recent deployments, and how culture is rapidly changing in their organizations and how it is being operationalized across digital channels and program design. Attendees will walk away with real stories of how utilities are managing the customer journey, through digital transformation, affordability messaging, new tools, and data-driven campaigns.
