Empowering Utility Call Centers: Leveraging Direct-to-Customer Digital Communications Technology for Enhanced Customer Engagement

Join Duke Energy and Message Broadcast by LINK Mobility to explore a compelling real case study showcasing the transformative impact of SMS and email communication technology in utility call centers. Witness how agents efficiently connect customers with web portals, online payments, outage reporting, and energy efficiency program enrollments. Discover the seamless integration of direct-to-customer channels, resulting in increased satisfaction, reduced call handling times, and heightened operational efficiency. Don’t miss this opportunity to learn from a successful implementation, empowering your utility call center with innovative digital solutions for unparalleled customer engagement. Join us at the conference and embrace the future of utility service communication.


Paul Watkins, CX Strategist, Message Broadcast by LINK Mobility

Paul Watkins has over 12 years of utility industry experience.  He came from Duke Energy where he led digital strategy and new product development. He has served on industry advisory boards, been a guest speaker at Stanford University, and provides industry product strategy consulting. Paul lives in Charlotte, NC with his wife, Vanessa and his two children Seth and Geneva.  In his spare time, he enjoys snow skiing and classic car restoration.

Sandy Buzzard, Product Manager, Duke Energy

Sandy Buzzard has been with Duke Energy for over twelve years. Her roles have varied, but her focus has remained on effective customer communications. Buzzard has been instrumental in Duke’s SMS/Text strategy and has seen the channel grow exponentially over the past nine years. Additionally, she manages two durable product teams that support various customer-facing tools and communications. Sandy is happily married with two children and lives outside of Charlotte, NC. She has a BSBA in Marketing from UNCC and an MBA from Queens University in Charlotte, NC.


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