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From Arrears to Action: Modern Credit & Collections Strategies for Utilities
As arrearages reach historic levels, utilities must rethink traditional credit and collections approaches. This session explores data-driven segmentation, proactive customer engagement, payment pla...
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 ...
Chartwell’s Outage Best Practices Award Winners & 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, Business Continuity and Emergency...
How TEP Uses Voice of the Customer Data to Improve Outage Communications
In this webinar, Sandy Holland, Principal Data Analyst, will share how TEP used targeted voice-of-the-customer surveys to identify the specific gaps in their outage communications and translate tha...
PSEG Long Island Elevates Business Customer Experience
Introduced in 2024, PSEG Long Island’s Business First initiative encompasses a utility-wide commitment to supporting local businesses’ vitality through simplified access to energy efficiency, economic development incentives, and account support. Building the Business First platform required departmental collaboration to unify around a shared goal of delivering a small and midsize businesses-tailored customer experience and a consistent branded customer outreach strategy across numerous channels. A key element of the platform is the Business First Advocate team of employee ambassadors, who champion the needs of business customers and strengthen the awareness of available resources. PSEG Long Island’s holistic business customer-centric approach has generated tangible economic benefits for businesses, revitalized downtown communities, enhanced grid efficiency, improved customer satisfaction, and strengthened PSEG Long Island’s role as a supportive business partner.
Speakers:
Veronica Isaac, Manager, Customer and Community Partnerships, PSEG Long Island
Manager of Customer and Community Partnerships, Veronica is responsible for direct customer engagement across three key areas: Economic Development, Business Customer Advocacy, and the Community Partnership Program. These teams foster relationships by providing financial assistance to revitalize business districts, acting as personalized points of contact for business accounts, and supporting local non-profit organizations. Her 30-year career has spanned Brooklyn Union, Con Edison, National Grid, and PSEG Long Island, with experience in Gas, Electric, Steam, and Information Technology.
Michelle Somers, Marketing Manager, PSEG Long Island
Michelle Somers leads the marketing team to generate customer engagement, satisfaction and participation. Her projects at the utility include facilitating EV adoption on Long Island as the Electric Vehicles Manager and Lead Marketing Program Manager where she guided the utility to 55% paperless billing enrollment. With more than 30 years in Marketing, Michelle is passionate about developing creative solutions in marketing and technology and has held positions at American Express, CMP Media, United Business Media and National Grid.
