Abstract: Our relationships and interactions have changed during the pandemic, including our experiences with individuals and brands. Utilities have been transforming their internal culture, connections, offerings, and services to adapt to the changing expectations and realities of consumers and other stakeholders. How do brands reimagine the traditional and leverage new insight to enhance relationships? Creating new opportunities for success that benefit internal and external stakeholders shapes the perception of utilities and reflects on the people who represent the brands. We will discuss the challenges, changes, and lessons learned by Corporate Communications, Customer Service, and Human Resources practitioners during this evolving era.

Moderator: Alana Raymond, Marketing and Member Services Manager, CARILEC