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

How to win customers and influence affordability

Welcome to the Energy Central Podcast Network—your ultimate resource for the biggest ideas, boldest perspectives, and best insights from across the electric power industry.

We publish…

Power Perspectives. From CEOs of major utilities to founders of energy tech startups pushing the envelope, Power Perspectives curates the news, thought leaders, and big picture conversations most important to modern power professionals—every week on Tuesdays.

The Watt & Why. Dive deep into utility business strategies, straight from the minds of the leaders deciding what comes next. Host Mike Smith leverages his own decades of power utility industry experience and leadership to get to the bottom of what inspires, drives, and challenges utility decision makers.

Piloting the Future. Hosts Kim Gergen and Lee Krevat go deep with the leaders, innovators, and forward thinkers responsible for not just imagining where our power future is headed…but building it day by day.

The GISt. This action-packed limited series demystifies the rapidly evolving world of Geographic Information Systems through focused, expert-led deep dives into the most future-defining GIS topics.

And there’s even more to come.

Energy Central is a community where 250K electric power professionals share, learn, and connect in a collaborative environment. Want to join in? Visit www.EnergyCentral.com to register for free.