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Where Innovation Meets Safety: MLGW’s Fleet Transformation
(Complimentary Webinar) Learn how Memphis Light, Gas and Water (MLGW) transformed fleet operations to improve safety, cut costs, and support reliable service to 400,000+ customers.
Strengthening Your Position as Your Key Customers’ Trusted Energy Advisor
(Complimentary) Large C&I Key Customers represent a small group with massive impact - driving load, revenue, and influence across the utility industry. Becoming their Trusted Energy Advisor require...
Strengthening Emergency Response Through Community Collaboration
(Complimentary) Discover how Hydro One enhanced emergency preparedness and response by fostering stronger partnerships with municipalities and emergency services. In this webinar, you'll learn how ...
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.
Panelists:
Tricia Pridemore, Commissioner, State of Georgia Public Service Commission
Tricia Pridemore was elected to the Georgia Public Service Commission in 2018. She serves on many boards in the energy industry, working on constructive solutions to the nation’s electric transmission, pipeline safety, and diversified energy generation, including natural gas, nuclear, solar, and American coal. Pridemore is the President of the National Association of Regulatory Utility Commissioners (NARUC) for 2024–2025 and is the past Chair of the Board of the Financial Research Institute (FRI) at the University of Missouri. She also serves as a member of the National Petroleum Council, the Electric Power Research Institute (EPRI) Advisory Board, the Gas Technology Institute (GTI) Public Interest Advisory Council, the New Mexico State University Center for Public Utilities Advisory Council, and the Critical Consumer Issues Forum (CCIF) Executive Committee.
Recognized by Georgia Trend magazine as one of the 100 Most Influential Georgians, Pridemore served on the 2019 Transition Team of Governor Brian Kemp and the 2011 Transition Team of Governor Nathan Deal. She also co-chaired both of Governor Deal’s inaugurals.
Pridemore is a member of the Rotary Club of Marietta and earned a bachelor’s degree from Kennesaw State University. She and her husband, Michael, reside in Marietta, Georgia, and are members of Mount Paran Church in Atlanta.
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.
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.
