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Optimize Your Call Center Performance: Learn About CenterPoint Energy’s INSPIRE Program
Discover how CenterPoint Energy’s 2X global award‑winning INSPIRE Coaching & Development Program is transforming call center leadership and operational excellence. Designed specifically for Supervi...
How Manitoba Hydro Elevates Customer Response Through Workforce Strategy
This session will cover how Manitoba Hydro, winner of the Bronze Chartwell Best Practice Award for excellence in Customer Experience, targeted workforce metrics and focused process adjustments to m...
AI in the Utility Industry: From Curiosity to Capacity
In this webinar, Jason Perry, CEO and Founder of Perry Labs, will share how teams move from experimentation to real organizational capacity. We will explore common use cases, why shadow IT emerges,...
Inside Duke Energy’s Preparedness Model: Integrating Emergency Management and Business Continuity
In this webinar, Charles Poliseno of Duke Energy will share how the company integrates emergency management and business continuity into a single enterprise preparedness program. He will walk throu...
How DTE Reduced Weather-Driven Call Volume with BillWise AI
(Complimentary Webinar) Join DTE and Convey partnered with Chartwell as they share how BillWise AI helped proactively address weather-driven bill fluctuations, deflect avoidable calls, and support ...
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.
