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How Business Customers Shaped Ameren Missouri’s Green Tariff Pricing
In this webinar, Ameren Missouri will share how it designed the Renewable Solutions Program enrollment process to deliver value for both business customers and the utility. We’ll explore lessons le...
This complementary webinar will feature a panel of experts discussing speech recognition and the future of IVR. The panel will look at lessons learned from their own utilities' integration of spee...
Industry and Consumer Trends: Chartwell’s Quarterly Review
Please join us for Chartwell’s quarterly round-up of recently published research and insights. This quarter we will feature FRESH research from three just-completed surveys: Chartwell's 2025 Reside...
Making It Easier for LMI Customers to Access Energy Assistance
Join us as Consumers Energy shares how its My Personalized Offerings platform helps low-to-moderate income (LMI) customers find and enroll in programs that support their billing and energy manageme...
ComEd’s “Ring of Fire” Response — Emergency Preparedness in Action
In July 2024, ComEd faced one of the most destructive weather events in its history—a record-breaking “Ring of Fire” storm that unleashed 43 tornadoes, torrential rain, and more than 22,000 lightni...
Transforming Utility Payments: Enhancing Accessibility and Support
Join this informative panel discussion to learn how utilities can make digital and paperless billing and payments more accessible, addressing customer vulnerability and affordability. Utilities get one shot a month to change customer behavior and make a good impression, and our panel will discuss strategies to reduce late payments due to “I forgot” through better engagement, allowing staff to focus on those who truly need the help. Explore how user-friendly digital payments, enhanced with responsible AI, can proactively identify late payments, provide flexible payment plans, and offer payment assistance, making digital payments easier for everyone.
Moderator:
Pat Ricks, Senior Advisor, Chartwell Inc.
Pat Ricks joined Chartwell in October of 2021 as a Senior Consultant and has focused much of his time developing the framework for and now leading the Vulnerable Customer Leadership Council. Prior to joining Chartwell, Pat retired from Entergy in April of 2021 following a 36 plus year career that included experiences in electric and gas operations and engineering, customer innovation, commercial and industrial account management, smart grid strategy, customer research and customer experience. Over the course of his 10 years in customer experience, Pat lead the development of Entergy’s strategy and tactical programs designed to improve company’s service to its vulnerable customers.
Panelists:
Raymond Joseph, Billing & Payments Section Manager, Customer Operations, Con Edison of New York
Raymond is responsible for the Billing & Payment systems at Con Edison, building strategies that analyze behavior through the use of online Customer Advisory Communities to understand their digital needs. Raymond and his team have significantly improved Con Edison’s billing & payment programs, offering numerous customer preferred payment options. Prior Raymond worked for the Long Island Lighting Company, KeySpan Energy and National Grid, consolidating multiple print & mail centers, as well as driving early adoption of digital channels to maximize cost savings.
Kasey Dill, CX Solutions Program Owner, Arizona Public Service
Kasey Dill is a CX Solutions Program Owner on the Customer Solutions Team at APS, where she has spent the past three years leading strategic initiatives that enhance the customer and Advisor experience. She helps shape customer programs and solutions across billing, payment, rates, and usage, working closely with operational and revenue teams to support broader company goals. Kasey led the cross-functional Paperless Billing Auto-Migration Campaigns in 2023 and 2025, bringing together IT, Cybersecurity, Marketing, Communications, and Training to drive digital adoption and improve customer satisfaction. With a background in international brand management and product launches, she brings expertise in positioning, marketing strategy, automation, and system enhancements to her work at APS.
Paul Applegate, VP, Alliances and Business Development, InvoiceCloud
Since joining the company in early 2021, Paul and his team have built and run an extensive partner ecosystem that helps fuel InvoiceCloud’s sales and delivery engine. Before joining InvoiceCloud, Paul served in leadership roles at LLamasoft, Oracle Energy & Water, Opower and SAP. Paul is a graduate of the University of Michigan and Johns Hopkins University and lives in Ann Arbor, MI.
