Watch on-demand: Built for the storm: LG&E and KU’s strategy for proactive communication with Convey

Storms are becoming more frequent, more complex, and more disruptive. At the same time, customer expectations for timely, transparent communication have never been higher.

In this on-demand webinar, experts from Convey and LG&E and KU share how utilities can move beyond reactive outage notifications and build a structured, storm-ready communication strategy that performs under pressure.

What you’ll learn

This session explores the critical shift happening across the utility industry, where storm response is no longer just about restoration, but about how effectively you engage customers throughout the event.

You’ll learn how to:

• Continuously improve your approach with post-event insights and refinementustration.
• Build a proactive communication strategy that reduces inbound call volume and improves customer satisfaction
• Operationalize storm readiness with pre-approved messaging, defined workflows, and team alignment
• Deliver the right message at the right time across SMS, email, and voice channels
• Use structured communication cadences to keep customers informed from outage detection through restoration

Real-world insights from LG&E and KU

Hear directly from LG&E and KU, a utility serving more than one million customers, as they share how they implemented proactive SMS communication just days before Winter Storm Fern—and immediately put it to the test.

Learn how their team:

• Notified over 740,000 customers about new communication capabilities
• Delivered more than 59,000 proactive outage messages during a major winter storm
• Established a consistent messaging cadence to keep customers informed in real time
• Managed complex edge cases, including extended outages due to infrastructure failure

Their experience highlights what it takes to scale communication, maintain transparency, and build trust during high-impact events.

A practical framework for storm communication

This webinar provides a clear, actionable framework for storm readiness, including:

• How to plan and prepare months ahead of storm season
• The importance of running drills and testing communication workflows
• Best practices for outage messaging across key moments: detection, restoration estimates, and resolution
• How proactive, pre-event communication (like heat wave outreach) can reduce strain on the grid and improve customer outcomes

Enabling communication at scale

You’ll also see how utilities are leveraging Convey’s solutions to deliver coordinated, real-time communication across channels, ensuring messages are timely, consistent, and compliant, even during large-scale events.

Frequently Asked Questions

What channels should utilities use for storm communication?
A multi-channel approach is most effective. SMS is critical during outages due to its speed and high open rates. Voice adds urgency and clarity during high-stress situations, while email is ideal for proactive, pre-event communication and detailed follow-up after restoration.

How often should utilities communicate during a storm?
Leading utilities follow a structured cadence:

• Initial message within minutes of outage detection
• Updates every two hours or when estimated restoration times change
• At least one daily update during extended outages
• A final confirmation when power is restored

Consistency is key to reducing uncertainty and inbound call volume.

How frequently should storm readiness drills be conducted?
Best practice is to conduct drills on a quarterly basis. Regular testing ensures teams are aligned, workflows are validated, and any gaps are identified before a real event occurs.

What are the most important elements of an outage message?
Effective messages should:

• Acknowledge the issue quickly
• Set clear expectations (including estimated restoration time)
• Use simple, jargon-free language
• Direct customers to a single source of truth for updates

Timeliness and clarity matter more than completeness in early communications.

How can utilities reduce call center volume during storms?
Proactive communication is the most effective way to reduce inbound demand. When customers receive timely updates and clear expectations, they are far less likely to call. Enabling self-service options and directing customers to digital channels also helps manage volume.