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EMACS Preview: Announcing Chartwell’s 2026 Best Practices Award Winners
Join Chartwell as we announce the winners of this year’s Best Practices Awards and preview this fall’s EMACS – The Customer Experience Conference in Atlanta, Georgia. Find out which U.S. and Canadi...
Unlocking RCS: The Future of Utility Customer Messaging and Engagement
Rich Communication Services (RCS) represents the next generation of customer messaging, combining the reach of SMS with the interactive capabilities of apps. For utilities, RCS enables branded, secure, two-way communication that delivers maps, images, videos, and interactive options without requiring customers to install anything new. In this session, Convey and leading industry experts will explain the business case, outline cost considerations, and showcase a live demo that lets the audience experience RCS in action. Discover how RCS transforms outage updates, billing, and customer service into richer, more engaging interactions that increase satisfaction and improve operational efficiency.
Speakers:
Paul Watkins, Director, Product Management & Strategy, Convey
Paul Watkins leads innovation strategy at Convey, where he focuses on AI-driven customer engagement solutions for utilities. With a background in both utility operations and digital transformation, Paul helps investor-owned and municipal utilities enhance outage communications, streamline workflows, and deliver measurable improvements in customer experience.
David Fernandez Vinuales – Messaging Advisory & Execution, In partnership with Infobip
