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Inside Duke Energy’s Preparedness Model: Integrating Emergency Management and Business Continuity
In this webinar, Charles Poliseno of Duke Energy will share how the company integrates emergency management and business continuity into a single enterprise preparedness program. He will walk throu...
From Arrears to Action: Modern Credit & Collections Strategies for Utilities
As arrearages reach historic levels, utilities must rethink traditional credit and collections approaches. This session explores data-driven segmentation, proactive customer engagement, payment pla...
How DTE Reduced Weather-Driven Call Volume with BillWise AI
(Complimentary Webinar) Join DTE and Convey partnered with Chartwell as they share how BillWise AI helped proactively address weather-driven bill fluctuations, deflect avoidable calls, and support ...
Chartwell’s Outage Best Practices Award Winners & PowerUp Conference Preview
(Complimentary Webinar) Join Chartwell and special guests as we reveal the winners of this year’s Best Practices Awards in Outage Communication, Outage Operations, Business Continuity and Emergency...
How TEP Uses Voice of the Customer Data to Improve Outage Communications
In this webinar, Sandy Holland, Principal Data Analyst, will share how TEP used targeted voice-of-the-customer surveys to identify the specific gaps in their outage communications and translate tha...
Customer Experience Transformation: Navigating the Peaks and Valleys of Change
With the rise of customer choice, utilities face new challenges that require innovative approaches. Historically, customers relied on their energy providers as trusted advisors, but evolving expectations demand more. ATCO Electric assessed its customer experience maturity across key areas such as customer journey, data insights, personalized communications, and automation. This evaluation informed a holistic five-year roadmap to transform they company’s customer experience, providing a framework to measure success. Along the way, ATCO Electric has faced the highs and lows of change. In this session, learn how the program was structured, how organizational buy-in was achieved, and, nearly two years in, things that might change if they could start over.
Speaker:
Julie McGinnis, Director, Customer Experience & Engagement, ATCO Electric
Julie is leading a broad customer experience transformation for ATCO Electric to better serve customers today and through the energy transition. She has a passion for improving employee and customer experiences with a focus on designing and executing people-centric strategies that drive engagement, growth and customer satisfaction.
