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The AI Advantage: Elevating Utility Customer Experience
(Complimentary Webinar) This session showcases how Itineris works closely with Microsoft, leveraging their developments and innovations in Copilot, to enhance their utility-focused CIS/CRM solutions.
Dashboard Integration to Support Outage and Restoration Management
Join us as Alabama Power showcases how linking its IDMS Dashboard with its ADMS Viewer created a more unified approach to outage and restoration management.
Navigating the New TCPA Rules: What Utilities Need to Know Before the April 2026 Deadline
(Complimentary Webinar) Join Paul Watkins of Convey and William Raney of Copilevitz, Lam, & Raney for a practical look at what the new TCPA rules require and how to stay compliant.
Executive Panel: Navigating the Evolving Landscape of Utility Customer Expectations
As customer expectations continue to shift, utilities must adapt to meet new demands for reliability, affordability, transparency, sustainability, and digital engagement. This executive panel will explore the strategies, innovations, and industry insights shaping the future of utility customer experience. Panel participants will discuss how utilities can enhance service delivery, leverage technology, and align with evolving societal expectations to build stronger customer relationships. Attendees will gain valuable perspectives on the challenges and opportunities ahead in an increasingly customer-centric energy landscape.
Moderator:
Tracie Boutte, Executive Advisor, Chartwell Inc.
Tracie L. Boutte currently serves as an Executive Advisor to Chartwell Inc. Before retiring from a 36-year career at Entergy Services, Inc., Ms. Boutte served in numerous executive roles including her most recent role of Vice-President of Customer & Business Operations where Boutte served as a key customer leader responsible for driving the evolution and transformation of Entergy’s Utility Customer Centric vision, strategy, and business priorities. As the Vice President of Customer Experience, she led the development and implementation of Entergy’s first customer experience practice including the focus on the customer’s end-to-end journey, voice of the customer research, customer data and analytics, design, development and promotion of customer products/services and customer channel management/migration to the digital experience. The new customer experience practice involved Boutte and her team to engage daily with cross-functional stakeholders in five operating companies to drive effective execution and consistently positive customer experiences. Boutte focused on influencing business leaders to effectively drive the business, engage the workforce, while keeping the customer front and center.
Additional executive leadership roles held by Ms. Boutte included the Customer Officer of the Incident Command team for Emergency Management, Vice-President Retail Strategic Planning, Vice President of Gas Distribution, and Vice President of Regulatory and Government Affairs
Ms. Boutte is an active community leader serving on several non-profit boards and industry associations. Boutte earned her bachelor’s degree in mechanical engineering from the University of New Orleans and her Master of Business Administration from Tulane University.
Panelists:
Michael Murphy, VP, Customer Operations, Con Edison of New York
Michael Murphy is vice president of Customer Operations at Consolidated Edison Company of New York, Inc., a regulated utility providing electric, gas and steam service in New York. He oversees many aspects of the customer experience, including customer outreach and education, call center operations, billing, meter reading, field collections, special services for large customers, retail choice, and field investigations related to customer inquiries. Previously, Mr. Murphy was general manager for Customer Service System Implementation, Customer Operations. He was responsible for the implementation and ongoing optimization of a new Customer Service System supporting both Con Edison and Orange and Rockland. Mr. Murphy joined Con Edison in 2000 as a management intern in Customer Operations, supporting retail choice and large customers. Throughout his career, he has held positions of varying responsibilities, such as leading teams that transformed customer experience on the Company’s web and mobile apps; led coordination with internal and external stakeholders for multiple regulatory and rate proceedings focused on customer service and energy affordability and managed and optimized the operations of the primary supply chain material warehouse for Con Edison. Mr. Murphy serves as customer service committee executive member of AEIC (Association of Edison Illuminating Companies) and EEI (Edison Electric Institute), both electric energy industry groups.
Raed Adhami, Chief Innovation Officer, Convey
Raed Adhami is the Chief Innovation Officer at Convey, where he leads product strategy and sets the vision for the company’s next wave of innovation. He oversees the development of transformative engagement solutions for utilities and other regulated industries, with a strong focus on leveraging AI and emerging technologies. Formerly the co-founder and CTO of AGENT511, Raed joined Convey through its acquisition, bringing decades of leadership, multiple patents, and a history of building successful technology companies. His work centers on redefining how organizations connect with customers through intelligent, future-ready platforms.
Tony Garner, VP and Chief Customer Officer, CenterPoint Energy
Tony Garner is the Senior Vice President and Chief Customer Officer at CenterPoint Energy, bringing years of leadership experience across customer experience, operations, and business strategy. Since joining CenterPoint Energy in 2019, Tony has held key roles including Vice President of Customer Experience, Division Vice President for Louisiana & Mississippi Operations, and HSP Business Leader, driving initiatives that enhance operational performance, customer satisfaction, and regional service delivery. Based in Houston, he is committed to advancing innovative, customer-focused solutions in the energy sector.
