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2026 Executive CX Innovation Summit Connects Utility Strategy, Technology and Innovation

By Tracie Boutte, Executive Advisor

Artificial intelligence. Hyper-personalization. Cloud-based customer platforms. Advanced analytics. Customer expectations are evolving faster than ever, and utility leaders are under increasing pressure to determine which technologies will deliver meaningful value and which are simply the latest trend.

The most important question isn’t What’s next? It’s What’s worth investing in?

That’s the core mission Chartwell is bringing to the table at the 2026 Executive CX Innovation Summit, in collaboration with Georgia Power. This exclusive executive-only forum taking place on Tuesday, September 22, 2026, in Atlanta, Georgia, will help utility leaders define their strategic priorities for the next three years.

Why This Summit is Different

A Live Audit of Real Challenges. Unlike traditional conferences filled with presentations, the Summit is intentionally interactive. Facilitated by Georgia Tech, at the Summit, utility executives will collaborate to map out the real-world operational and organizational hurdles standing in the way of true innovation.

Direct Access to Innovation Partners. Industry leaders from ACI Worldwide, Bidgely, DataCapable, Google, GridX, Oracle and Smart Energy Water will actively participate, sharing insights on the technologies and trends. Their role is not to deliver sales presentations, but to contribute technical expertise focused on solving real utility challenges.

Targeted, High-Impact Focus Areas. Conversations will dive deep into the specific capabilities reshaping utility customer engagement, ensuring you walk away with actionable strategies for:

  • Customer Information and Customer Relationship Systems (CIS and CRM)
  • Contact Center Transformation
  • Artificial Intelligence and Advanced Analytics
  • Customer Programs and Personalized Engagement
  • Situational Awareness
  • Billing and Payment Innovation
  • Customer Communications and Digital Experience

The result: A shared three-year technology investment roadmap. Rather than walking away with a notepad of ideas, attendees will build a blueprint that explicitly maps the path from establishing a foundational clean data layer to scaling anticipatory customer service and managing the modern prosumer relationship.

Shape the Future of Utility Customer Experience

Participation is intentionally limited to encourage meaningful executive discussion and collaboration.

If you are an executive leader responsible for customer experience, customer operations, digital strategy, technology and innovation and would like to learn more about the Executive CX Innovation Summit, complete this form.

Join the conversation. Help define what’s next for utility customer experience.

 

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Tracie Boutte is a utility executive and customer experience leader with more than 36 years of experience driving customer-focused transformation, operational excellence, and strategic growth. As Executive Advisor at Chartwell, she helps utilities navigate evolving customer expectations, business challenges, and organizational change.

Before retiring from Entergy Services, Inc., Tracie served in several executive leadership roles, including Vice President of Customer & Business Operations and Vice President of Customer Experience, where she established Entergy’s first enterprise customer experience practice. Her leadership spanned customer strategy, digital transformation, analytics, emergency management, gas distribution, and regulatory affairs. Tracie is recognized for aligning business priorities, fostering cross-functional collaboration, and keeping the customer at the center of decision-making.