{"captions":[{"id":"ejmxzidd6uyg3rk7","bcp47LanguageTag":"en","familyName":"English","familyNativeName":"English","hasCaptions":true,"hasVideoStream":true,"key":"wistia-production_ejmxzidd6uyg3rk7","mediaHashedId":"f6algrn3zg","name":"English","nativeName":"English","wistiaLanguageCode":"eng","hash":{"lines":[{"start":0.56,"end":2.08,"text":["I'm Penny McLean-Connor,"]},{"start":2.08,"end":5.6,"text":["and I'm the Chief Customer","Officer for Eversource Energy."]},{"start":5.6,"end":8.915,"text":["KUBRA has been a fantastic","partner with us in how they"]},{"start":8.915,"end":12.035,"text":["take the time to meet with","us and really identify our needs."]},{"start":12.035,"end":15.69,"text":["But the other piece that I","find KUBRA doing that is unique is"]},{"start":15.69,"end":18.97,"text":["that they're bringing","other value-added services."]},{"start":18.97,"end":23.025,"text":["So bringing data to the table","that we weren't even aware of."]},{"start":23.025,"end":25.825,"text":["They brought us","information about our Spanish-speaking"]},{"start":25.825,"end":27.685,"text":["customers that","we're underserving."]},{"start":28.225,"end":30.785,"text":["And so they gave us some","creative ideas about how we"]},{"start":30.785,"end":32.13,"text":["might serve them,","but, importantly,"]},{"start":32.13,"end":34.53,"text":["they told us where they were","at, which zip codes they were"]},{"start":34.53,"end":35.35,"text":["in. Historically,"]},{"start":36.61,"end":39.03,"text":["our satisfaction with","outage communications"]},{"start":39.73,"end":43.375,"text":["had been 55% to 60% of","customers saying they were"]},{"start":43.375,"end":44.755,"text":["satisfied with the experience."]},{"start":45.695,"end":49.21,"text":["Once we introduce the","proactive alerts, we moved to"]},{"start":49.21,"end":51.87,"text":["79%, 80% satisfaction"]},{"start":52.65,"end":55.05,"text":["consistently. KUBRA's","a partner in that."]},{"start":55.05,"end":58.204,"text":["Both of us are actively engaged","on how to achieve that target."]}]},"language":"eng","alpha3_terminologic":"eng","alpha3_bibliographic":"eng","iso639_2_language_code":"en","english_name":"English","media_hashed_id":"f6algrn3zg","native_name":"English","right_to_left":false,"generic_name":"English","generic_native_name":"English"}],"preferred_languages":[]}