A Modern Approach to eBill: TECO’s Success in Driving Digital Adoption

Tampa Electric Company (TECO) has achieved among the highest electronic bill enrollment rates in the industry. Join this session to learn how TECO:


  • Simplified its paper bill and developed a robust interactive billing experience, going beyond a standard PDF to provide a robust, personalized billing experience that enables customers to drill down to the information they want to see
  • Incorporated QR codes on paper bills, encouraging online usage review
  • Leveraged a customer-centric design approach, including collaborations with focus groups, surveys, workshops, and usability testing.
Don’t miss this opportunity to uncover practical strategies from TECO’s journey to enhance customer engagement and reduce costs through electronic billing.


Melissa Cosby, Director of CE Strategy & Service Excellence, Tampa Electric and Peoples Gas

Melissa obtained her Certified Public Accountant and Project Management Professional certifications and started at Tampa Electric and Peoples Gas (TECO) in February 2010 in the auditing group, moving to various positions within the organization before settling in Customer Experience in 2017. Since then, Melissa has led the development of TECO’s Customer Experience strategy, CE Strategy Council, Customer Commitment Training, Customer Digitalization strategy, and Voice of the Customer program with the goal of creating a customer-centric culture at TECO and providing a world class customer experience for TECO’s customers.


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