The way we define essential services has changed radically during COVID-19. In addition to healthcare providers and first responders, there are many other heroes who are keeping our country running in these difficult times—from grocery store workers to gas station attendants to pharmacists.
Equally essential are the power and utilities companies that keep the lights and heat on and our phones and internet connections running. In fact, the energy industry can be viewed as the essential service that underpins all other essential services while also powering our homes and businesses with reliability and resilience.
In the new reality, energy have an opportunity to expand on the good will engendered during the pandemic and shift their branding from old school and reliable to innovative and uber-essential. This shift will require an intense focus on the customer that reflects empathy about their unique circumstances, personalized services and communications, and digital technologies that create more seamless customer interactions.
During this webcast, KPMG and leaders from three major power and utilities discussed how they can reimagine their brands and (1) empower residential customers, (2) enable a more resilient commercial sector, (3) pioneer new ways of working with regulators, and (4) make the necessary internal cultural changes that support the brand and new ways of working in the new reality.
Senior Vice President Global Risk Management and Insurance, Chief Risk Officer and Acting Chief Ethics and Compliance Officer, Duke Energy