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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...
MiMove Significantly Advances Customers’ Online Digital Experience
After determining start and transfer of service requests were among the top three most fielded daily interactions handled within its contact centers, Tampa Electric and Peoples Gas launched MiMove in 2025. The self-service and agent-facing move-in application offers customers 24/7 access to start and transfer electric and gas services. MiMove has enabled customers to fully self-serve on these requests and since launch, the 53% engagement rate has surpassed project goals. This has enabled a reduction in call volume, improved contact center service levels, and strengthened customer and representative experience.
Rachel Roman brings over four decades of leadership in customer experience, training, and operational excellence within the utility industry. Currently Manager of CE Transformation & Compliance at Tampa Electric and Peoples Gas, she has led enterprise-wide initiatives in process transformation. Rachel’s career spans roles in training, revenue recovery, quality assurance, business systems, productivity and consistently driving innovation and service improvement. Tampa Electric serves about 860,000 customers across a 2,000 square-mile territory in West Central Florida. Peoples Gas serves more than 500,000 customers throughout the state of Florida.
