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Improving Customer Satisfaction Through Advanced Analytics and Data Strategies
In this webinar, Rajendra Acharya of Southern California Edison will explore how advanced analytics—including machine learning and hypothesis-driven approaches—can uncover actionable insights and d...
Smarter Authentication, Stronger Containment — Powered by Pindrop
This webinar will feature John Kusiak, IVR Product Owner at Duke Energy, sharing the company’s IVR transformation following Pindrop’s implementation. He will highlight enrollment growth since Octob...
Enhancing Outage Communications with Artificial Intelligence
This panel will bring together award-winning utilities to discuss how they are leveraging artificial intelligence to improve outage response and customer experience. San Diego Gas & Electric will discuss its AI-enhanced strategy for managing mass notifications and supporting vulnerable populations during back-to-back PSPS events. Tampa Electric will share how it used AI to monitor social media in real time – improving responsiveness, reducing staff workload, and increasing transparency. Come away with actionable takeaways for leveraging cutting-edge technology to improve your organization’s own responsiveness and outage communications.
Moderator: Jennifer Gary, Senior Consultant, Chartwell, Inc.
Jennifer has 34 years of combined utility and banking experience in the areas of CX, digital and strategic marketing, marketing analytics, and customer messaging for storm and other emergent events.
Panelists:
Jordan McDonald, Manager, Digital Customer Experience, TECO
Jordan McDonald is the Manager of the Digital Customer Experience team at TECO, where he leads strategic initiatives to enhance the online and mobile experiences for TECO’s customers. In addition to digital channels, Jordan oversees the outage communications team, playing a critical role in keeping customers informed during severe weather events—including the historically challenging 2024 storm season. Since joining TECO in 2019, Jordan has held a variety of roles across technology functions, bringing a strong mix of technical expertise and user-centered thinking to the organization.
Jordan earned a Bachelor of Science in Industrial & Systems Engineering from the University of Florida and a Master of Business Administration from Auburn University. Prior to joining TECO, he worked in technology consulting with Regulated Capital Consultants and Accenture, where he supported clients in the utilities sector on digital transformation projects.
Wayne Boone, Principal, Alabama Power Company
In his current role, Wayne is a member of the group focused on ADMS. More specifically, Wayne leads a team creating solutions for ADMS and OMS web information applications. Prior to his current role, he led the Data Management Center of APC in the first complete statewide implementation of GIS.
Wayne’s career in Information Technology spans almost five decades, his work has been directly focused on leading edge technology with a practical business solution focus.
Joaquin Sebastian Peral, Wildfire Risk Analytics Manager, SDG&E
Joaquin is an accomplished energy and analytics professional with a diverse background spanning risk management, renewable energy engineering, and data science. Currently serving as Wildfire Risk Analytics Manager at San Diego Gas & Electric, Joaquin leads strategic initiatives to model, assess, and mitigate wildfire risk, guiding data-driven initiatives that protect communities and critical infrastructure.
With nearly two decades of experience, Joaquin has held leadership roles across risk analytics, data science, and engineering, including leading risk analytics and data science teams within Asset Management and Enterprise Risk Management at SDG&E. His experience also spans pricing strategy at HP and renewable energy development with Cypress Creek Renewables and Blue Earth Solar. Joaquin’s technical expertise includes predictive modeling, statistical analysis, performance optimization, and advanced risk quantification. Joaquin applies these capabilities to support operational decision-making and shape long-term investment strategies through a data-driven, risk-informed approach.
A proven leader and problem-solver, Joaquin thrives at the intersection of engineering innovation, operational strategy, and advanced analytics—delivering impactful solutions in both corporate and utility environments.
