Why Duke Energy Launched a TikTok Channel | Candice Knezevic | The Intelligent Utility

How does a utility break through when customers are flooded with information? On this episode of The Intelligent Utility, host Bill Potter sits down with Candice Knezevic, Managing Director of Customer Marketing and Communication at Duke Energy. Candice explains why utilities have to tell their own story before someone else does, how Duke is building a unified customer data foundation to reach people in the right channel at the right time, and why the team launched a TikTok channel. She also shares how preparation on blue sky days keeps people, processes, and technology ready when major storms hit. In this episode: • Telling your own story in a world of AI agents and information overload • Building the data foundation for timely, relevant communication • Duke Energy's TikTok channel and how the team measures engagement • Preparing on blue sky days so the whole team is ready where it counts Chapters: 00:00 Preview and intro 00:34 Meet Candice Knezevic, Duke Energy 01:16 How AI and information overload change customer communication 03:14 Building the data foundation for personalized outreach 05:24 Measuring engagement and Duke Energy's TikTok channel 06:49 Record digital adoption during Hurricanes Helene and Milton 08:17 Moving from reactive to proactive customer outreach 10:16 Breaking down silos with cross-functional value streams 14:11 Why preparation on blue sky days matters most 15:42 A think customer culture 17:52 Outro The Intelligent Utility is presented by DataCapable. Learn more: https://datacapable.com/ Subscribe for more conversations with utility leaders: [Subscribe link] #utilitiesforeveryhome #CustomerExperience #EnergyIndustry #UtilityMarketing