Mastering Outage Messaging
When the lights go out, customers expect utilities to provide information quickly, accurately, and with empathy. During this panel discussion, industry leaders will discuss how they have used research and customer feedback, improved processes, and leveraged effective delivery technology to communicate across channels in ways that satisfy customers.
Michael B. Williams, Principal Manager, Business Operation, Business Customer Division, Southern California Edison
Michael began his career with Southern California Edison (SCE) in 2009 and has served in several capacities leading CCA & DA administration, DSM Engineering, Key & National Accounts, Grid Interconnections, Customer Experience, and Operations. He is currently the Principal Manager of Business Operations in the Business Customer Division where he leads Outage Communications, Customer Choice Services, and Technology Integration & Support Services.
John Zumbado, Senior Engineer, Georgia Power