When Hurricanes Michael and Florence hit in fall 2018, getting updates on the status of their utility service became critical for millions of people who had lost power. In today’s age, being out of power with little or no communication isn’t good enough for most customers who now expect instant and transparent access to all types of information from their service providers.
“We know today that customers want to be engaged,” said Retha Hunsicker, VP, CIS – customer connect solutions at Duke Energy. “They are comparing us to so many other industries where situational transparency exists. They have a lot of control and choice.”