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Announcing Chartwell’s Outage Best Practices Awards & PowerUp Conference Preview
(Complimentary Webinar) Join Chartwell and special guests as we reveal the winners of this year’s Best Practices Awards in Outage Communication, Outage Operations, and Emergency Management.
Customer Experience VoC Frameworks and Actionable Research
Find out how to create an effective Voice of the Customer (VoC) framework to elevate your residential and commercial customer experience. This dynamic webinar will feature guests from two VoC indus...
Empowering Customers Through LADWP’s Customer Support Saturdays Initiative
Join us to learn how LADWP's Customer Support Saturdays earned Honorable Mention in Chartwell’s Best Practices Awards for Excellence in Serving Vulnerable Customers. LADWP’s Saturday events boost a...
DTE Electric Damage Claims and SAP C4C (Cloud for Customer) Process
(Complimentary Webinar) DTE Electric’s Damage Claims Department has streamlined how customers file claims for alleged property damage. The team — made up of analysts, investigators and co-op studen...
Chartwell’s Spring Utility Insights: Trends Shaping the Industry
Join us for an exclusive look at Chartwell’s newest research and industry insights. This quarter, we’re unveiling fresh data from our Residential Consumer Survey, Business Customer Care Industry Su...
Transforming the Utility Experience: Customer Journeys & AI-Driven Futures
(Complimentary Webinar) Join us for a dynamic conversation exploring the evolving customer journey in the utility industry and the transformative role of AI and predictive analytics. Learn how util...
(Complimentary Webinar) In 2024, ComEd successfully prepared for the Nascar Street Race, the Democratic National Convention (designated as a National Special Security Event) and the Chicago Maratho...
AI in Action: PG&E’s AI Voice Assistant Revolutionizing Customer Interactions
Discover how PG&E is transforming the customer experience with the launch of its AI-powered voice assistant, replacing traditional IVR systems. This session will explore the implementation process, key benefits, and lessons learned from integrating AI to enhance customer interactions, streamline operations, and improve overall service efficiency. Gain insights into the future of AI-driven customer engagement in the utility industry.
Kristin Punter is a Sr. Director at PG&E, where she leads the Customer Service Outreach & Strategic Workforce Management teams. She has over 30 years of customer service and leadership experience in the utility and wireless telecom industries, spending the past 18 years as a leader at PG&E.
Kristin is passionate about delivering exceptional customer experiences and empowering her teams to achieve their goals. She has successfully managed large budgets, implemented innovative technologies, optimized processes, and enhanced performance across multiple functions and channels. She launched the first customer-facing conversational voice AI, and improved customer and coworker satisfaction scores to record highs.
Matt Vaccarezza, Sr. Manager of Enterprise Call Routing and Customer Technology at PG&E, has dedicated 24 years to the company, with 18 years specializing in Contact Centers & Technology. He currently spearheads PG&E’s call routing cloud strategy and the implementation of PG&E’s AI Voice Assistant for Contact Centers. Matt thrives on the dynamic nature of his role, finding motivation in the constant change and the immediate results his team achieves. This drive is fueled by the success they witness in enhancing customer experiences. Over the past 13 years, Matt has lead successful launches of three enterprise routing platform upgrades and is now working on his fourth, transitioning to the cloud. Concurrently, he is excitedly leading the implementation of PG&E’s groundbreaking AI voice assistant “Peggy” to replace their traditional IVR system.
