Utility Customer Engagement in the Age of Coronavirus

Matt - thanks for the timely question - we certainly see more of our clients leaning in on proactive communication on more topics than the usual.  Most have ramped up digital communication with better personalization to cut through the noise in the inbox.  As consumers get to the next normal, we hope utilities continue this type of campaign to stay connected and relevant, instead of return to the standard billing, outage and efficiency notifications.  

Since the pandemic has stretched for months, signs suggest that many of these communication programs have become a habit, a regular part of the digital outreach process, which points to more progress in the future.  We're recommending to our clients not to let that progress slip, but to amplify the success of the outreach and customer feedback loops to stay well connected.   What about you?  Where do you see the benefits to customers that utilities should protect from reversion to the mean?