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:
- Chris Davis, Technical Analyst, Customer Billing Res, Consumers Energy
Chris Davis is a Technology Analyst and self-described “AI guy” who specializes in making artificial intelligence practical, ethical, and accessible. After starting his journey in engineering, he pivoted into data science at Consumers Energy, where he found his passion for analytics and emerging technology. He later pursued postgraduate studies in Business Analytics at West Virginia University, with coursework in machine learning and neural networks. As an AUDHD business professional, Chris uses AI as a tool to enhance productivity and inclusion. Today, he serves as a bridge between AI and everyday users, helping organizations adopt AI in ways that create real, responsible value.
- 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).
- David Jacobson, Global Senior Director of Human Insights & Marketing Performance, The Coca-Cola Company
David Jacobson is Global Senior Director of Human Insights & Marketing Performance at The Coca-Cola Company, where he leads efforts to better understand consumer behavior and measure the impact of marketing across one of the world’s most recognized portfolios of brands. He oversees global audience intelligence, consumer insights, and marketing performance initiatives, helping connect data-driven decision making with a deeper understanding of human needs and motivations. With more than two decades of experience in marketing, analytics, and consumer research, David is known for translating complex insights into practical strategies that strengthen customer engagement, improve business performance, and drive long-term growth.
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