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How To Recognize Early-Stage Financial Stress in Utility Customers – And What To Do About It
The discussion will address:
How utilities can make better use of existing data to improve outcomes without major system or process changes.
How advanced technology, predictive AI, and behavioral...
Light Up Navajo: How the Navajo Tribal Utility Authority Partners with Utilities to Power the Navajo Nation
On this webinar, we’ll hear from NTUA about the program and its impact on residents, as well as learning from a handful of utilities that participate in the program about its impact on workers who ...
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.
