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Agentic AI in Action: How Utilities Are Transforming the Customer Experience

Agentic AI is rapidly reshaping how utilities deliver customer experience, and this panel brings together leaders who have great ideas on how to put it into practice. Hear how utilities are moving beyond traditional chatbots toward autonomous agents that can diagnose issues, take action, and complete end‑to‑end customer tasks. Panelists will share perspectives on proactive outreach powered by AI, agent‑assisted contact center operations, and new approaches to synthesizing customer insights across channels. Whether you’re focused on digital self‑service, operational efficiency, or elevating the customer journey, this session will offer practical perspectives, lessons learned, and emerging best practices from the front lines of utility innovation.

Moderated by: Dennis Goodman, Senior Consultant, Chartwell, Inc.

Dennis Goodman is a seasoned customer experience leader and researcher with nearly 25 years of experience helping organizations understand customer needs and translate insights into action. He previously spent nine years at Salt River Project leading customer experience and market research efforts, where he partnered with senior leaders to implement insight-driven strategies and new service innovations, while also collaborating with external organizations to bring best practices across departments. Earlier in his career, he spent nearly a decade at J.D. Power, advising organizations across industries on improving customer satisfaction and loyalty.

 

Panelists: To Be Announced

  • Chris Davis, Technical Analyst, Customer Billing Res, Consumers Energy

 

  • Elisha Jackson, Principal Supervisor, Electric Damage Claims, DTE Energy

Elisha Jackson is principal supervisor of Electric Damage Claims at DTE Energy, where she leads analysts, investigators, and co-ops while driving continuous improvement across distribution operations. With more than 25 years of experience in project management, leadership, and business transformation, she has led more than 75 large-scale IT and business initiatives that generated significant value for the company. Jackson holds a master’s degree in computer science from Lawrence Technological University and a bachelor’s degree in business administration from University of Toledo, graduating summa cum laude from both. She is a certified Project Management Professional (PMP).

 

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