How to win customers and influence affordability

In this episode, Power Perspectives tackles one of the most important shifts in today’s utility sector: the rise of customer satisfaction as a boardroom priority. For decades, utilities focused on reliability and compliance above all else—but today’s modern customers expect more. Driven by at-the-fingertip response and action from the tech companies like Amazon and Netflix in their daily lives, they increasingly want the same from their power providers: immediacy, transparency, flexibility, and more. To explore this transformation, podcast host Jason Price and producer Matt Chester welcome two guests bringing both data and real-world perspectives on this topic: DeAnna Hardwick, Chief Customer Strategy Officer at CPS Energy, and Forrest Morgeson, Director of Research at the American Customer Satisfaction Index (ACSI). Together, they unpack how utilities can turn satisfaction into long-term success. Listen in as they discuss what the latest ACSI survey data reveals about utility customer sentiment nationwide and how utilities like CPS Energy are translating that intel into action to improve communication, affordability, and customer care. For utility leaders, customer service teams, and anyone navigating today’s evolving energy landscape, this episode offers both a data-driven view and a practical playbook for building trust and loyalty in the communities you serve. Key Links Sign up for the Energy Central Daily Newsletter: energycentral.beehiiv.com/subscribe Energy Central Post for this episode: https://www.energycentral.com/podcasts/post/how-to-win-customers-and-influence-affordability-0iVUVmNluI2WEnx Video version on YouTube: https://youtu.be/Z-BYPCZfZDk Ask a Question to Our Future Guests: Do you have a burning question for the utility executives and energy industry thought leaders that we feature each week on Power Perspectives? Leave us a message here for your chance to be featured in an upcoming episode: www.speakpipe.com/EnergyCentralPodcast