Enhancing Customer Experience with AI in the Utility Industry

In this session, a panel of utility experts will explore how AI and machine learning are transforming the utility industry to improve the customer experience. Key for any utility is to identify the best use cases, many of which will be discussed in this session: AI-driven outage and billing notifications, AI integration in call centers for efficient customer service, and AI-powered virtual assistants aiding customer service agents and field workers. Learn about best practices, including the importance of cross-functional teams and robust data governance to ensure successful AI implementation and mitigate risks. Join us to see how these technologies enhance service delivery, streamline operations, and provide timely, accurate information to customers.

Panel Moderator:
  • John Bord, Senior Consultant, Chartwell, Inc. 
John is a certified CX professional and marketing leader with more than 20 years of experience in the utility industry.  He brings extensive experience in qualitative research methodology, journey mapping and marketing experience in B2B, B2C and Multicultural segments.


  • To Be Announced


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