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The AI Advantage: Elevating Utility Customer Experience
(Complimentary Webinar) This session showcases how Itineris works closely with Microsoft, leveraging their developments and innovations in Copilot, to enhance their utility-focused CIS/CRM solutions.
Dashboard Integration to Support Outage and Restoration Management
Join us as Alabama Power showcases how linking its IDMS Dashboard with its ADMS Viewer created a more unified approach to outage and restoration management.
Navigating the New TCPA Rules: What Utilities Need to Know Before the April 2026 Deadline
(Complimentary Webinar) Join Paul Watkins of Convey and William Raney of Copilevitz, Lam, & Raney for a practical look at what the new TCPA rules require and how to stay compliant.
EPB’s Improvements Significantly Simplify Customers’ Billing and Payment Experience
In an effort to provide customers with more flexible payment options while maintaining data integrity, EPB revitalized its billing and payment portfolio in 2024. In partnership with Paymentus and J.P. Morgan, EPB has expanded payment options to include Apple Pay, Venmo, Google Pay, and PayPal. The utility has also successfully increased enrollment of its AutoPay option by nearly 40% in less than a year. As a result of these measures, EPB has successfully bolstered participation in its billing and payment self-service options and noted increased customer satisfaction, particularly related to the simplicity of its AutoPay option.
Speakers:
Karen Thomas, VP, Customer Relations, EPB
Karen Thomas leads EPB’s Customer Relations Division. Her responsibilities include serving customers by providing 24/7/365 customer care and utilizing new technologies to enhance EPB’s customer experience. Thomas’ efforts have led to EPB receiving award-winning acclaim from our customers. She has been instrumental in rolling out SMS, Live Chat, social media and other platforms to help provide positive customer service experiences for the people we serve. Her work is more critical now as she uses changing technologies and industry trends to benefit our community.
Tina Hatfield, Senior Manager, Customer Service, EPB
Tina Hatfield joined EPB in 2001 and serves as Senior Manager, Customer Service. She is responsible for the Call Center, Payment Centers, Remittance Processing, and Quality Assurance and Training. Hatfield started her career with EPB in Credit and Collections and moved to the call center in 2016. She has led numerous system implementations including upgrading our on Prem call center solution to the cloud, CIS Upgrades, and migrating our payment solution to Paymentus. Her focus this upcoming year will be to improve customer experience using AI technology with our ACD/IVR system and migrating traditional mail payments over to lockbox.
Sandra Tilley, Senior VP, Brand Strategies, EPB
Sandra Tilley joined EPB in 2018 and serves as Senior Vice President of Brand Strategies. Her responsibilities include the long-term management and development of the EPB brand as it affects all aspects of our business, including marketing, the customer experience and new products. Sandra has over 30 years’ experience in marketing and advertising with an expertise at structuring and managing large, multi-location accounts for success at both the brand and customer activation levels. During this time, she has touched many industry categories like: fast food, convenience store, wireless, cable, healthcare, public power, energy, alternative fuels, tourism, transportation – to name a few. Sandra was a Partner and Director of Account Service for The Johnson Group, an award-winning regional advertising agency located in Chattanooga for over 20 years. Throughout her career, Sandra has staffed and led the management of literally thousands of client owned and franchisee locations coast to coast for wildly diverse brands while simultaneously managing agency satellite offices and staff.
