Forrest Morgeson

In this engaging discussion, DeAnna Hardwick, Chief Customer Strategy Officer at CPS Energy, emphasizes the shift from treating customers as mere ratepayers to prioritizing their experience and trust. Forrest Morgeson, Director of Research at the ACSI, shares insights on measuring customer satisfaction and highlights recent trends, including declining support for green initiatives. Together, they explore how utilities can foster loyalty through affordability programs and improved communication, all while navigating the challenges of the evolving energy landscape.