Forum Summaries

Executive Summary Participants discussed moving beyond customer satisfaction scores to better understand trust, perception, reliability, affordability, communication, and the overall customer relationship. Several organizations are adding or shifting to broader measures because satisfaction alone does not explain what is driving customer views or what operational teams should act on. A second theme was connecting customer feedback to operational data. Participants described l

Industry leaders came together to explore how utilities can strengthen digital customer journeys, expand self-service capabilities, and reduce reliance on contact centers while improving the overall customer experience. The discussion highlighted a common challenge across organizations: although digital adoption continues to grow, increased use of online tools has not consistently translated into lower call volumes. Participants shared that customers frequently abandon digita

Utility leaders came together for a collaborative benchmarking discussion focused on the evolving practices and governance required to support reliable load forecasting in an increasingly dynamic operating environment. The conversation highlighted the importance of developing transparent, defensible forecasting processes that balance analytical rigor with organizational collaboration. Participants emphasized that effective forecasting extends beyond technical modeling, requir

Participants engaged in a collaborative benchmarking discussion focused on the value of safety incident data as a tool for identifying emerging risks, strengthening prevention efforts, and improving overall organizational performance. A central theme of the conversation was the importance of collecting and sharing meaningful incident data across organizations to develop a more complete understanding of industry-wide trends. Attendees emphasized that robust participation and c

The forum focused on how utilities are defining, measuring, and responding to affordability pressure. First Quartile framed affordability as a growing issue tied to customer stress, resiliency needs, load growth, the economy, rate pressure, and increasing attention from regulators and governing bodies. The purpose of the discussion was to begin building a more unified, defensible affordability position that supports customers while also giving utilities better peer context an

The discussion focused on how utilities are presenting, scrubbing, automating, and using reliability data, especially OMS outage data, reliability dashboards, cause coding, and QA/QC practices. Participants shared how they are building dashboards to track reliability performance, support leadership reporting, and help operating teams better understand what is driving outages. A clear theme was that organizations are at different stages of maturity, but they are moving in the