The Future of Customer Experience: Executive Strategies for the Next Decade

Given the accelerating rate of change, what will customer experience (CX) in the utility sector look like in five or ten years? This executive panel will provide a strategic outlook on the future of CX, discussing what utilities need to do now to prepare. Topics will include leveraging digital tools, aligning operations with customer expectations, and addressing challenges in customer engagement and satisfaction. Executives will share their visions for the future and the steps their organizations are taking to innovate and enhance the customer journey. Gain insights into how utilities can stay ahead of evolving customer needs and industry trends.

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Panelists: 

• Alex Chiang, Vice-President, Customer Solutions & Experience, Manitoba Hydro

Alex leads the Energy Markets, Sales, Product, Marketing, Customer Care, and Customer Strategy business units. He is a passionate advocate for customer centricity after spending 20 years in the financial services industry in strategic, operational and transformation delivery roles across Canada and the northeastern United States.

Prior to joining Manitoba Hydro, Alex was responsible for defining and delivering new ways to enhance the customer experience and improve financial advice for Canadian Personal Banking at TD Bank. He also served as District Vice-President for 20 retail branches in Burnaby and Coquitlam, B.C. and as the Associate Vice-President for the Pacific Region Support Office for B.C. and Yukon.

Alex has a Master in Business Administration from the Richard Ivey School of Business, University of Western Ontario, and Honours Bachelor of Arts from the University of Western Ontario.

He is a board member of the Canadian Gas Association and is Chair for Electricity Canada’s Customer Council.

Alex joined Manitoba Hydro in 2020.

 

• Robert Globocki, VP, Customer Experience and Billing Operations, Hydro One

Rob has a passion for winning with people and delivering results for business, customer and team with over 26 years of strong results in the energy industry and customer care business. His style is one that works collaboratively with those around him, while leading with strategy, creativity and a desire to make things better. From major operational and system overhauls, to complete team transformations, he has had a lead role in them all, seeing them to success, from concept to launch.

As the current leader of the Customer Experience and Billing Operation area, with 500 amazing employees on his team, he recently led the repatriation of the outsourced operation back into the Hydro One family. Since then, the area has seen historical highs in customer satisfaction and cost savings.

Rob is 5-time President’s Award winner at Hydro One, recognized for innovation, problem-solving and my ability to lead a team to successful execution, delivering best-in-class results.

 

• Timothy Davis, CCO, Customer Experience & Energy Services, Memphis Light, Gas and Water

Timothy Davis is Chief Customer Officer for Memphis Light Gas & Water (MLGW), the largest three-service utility in the nation. In this role he has oversight of the Customer Experience and Energy Services enterprise-wide.

He is responsible for transforming Customer and Employee Engagement, Economic Development, and Customer Operations, supporting ready, reliable and resilient utility operations for MLGW’s 440,000 electric, gas and water Customers with meaningful energy programs, services and affordable utility solutions enabling his Team to ensure no Customer is left behind due to economic challenges.

Timothy joined MLGW in 2022 and has over 30 years of diverse and progressively responsible Utility experience within electric, gas and water utilities ranging from large, medium, investor and publicly owned.

Prior to joining MLGW, Davis has held leadership positions at Southern California Edison, San Antonio Water and Austin Energy.

 

Panel Moderator:

• I.S. Dunklin, CEO, Chartwell Inc.

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