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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 – From Noise to Clarity: Leveraging Data as a Strategic Asset
Investing in digital solutions enables utilities to turn their data into a strategic asset. Utilities have long been said to be data-rich but insights-poor — but that’s changing. By leveraging analytics, AI, and automation, they can revolutionize customer experience through personalized interactions, proactive communication, seamless self-service, and faster issue resolution. This panel discussion will explore how utilities can integrate and manage data from diverse sources to gain actionable insights, enhance customer engagement, and improve operational efficiency. Learn practical strategies for transforming data into a powerful tool for customer satisfaction and innovation.
Moderator:
I.S. Dunklin, CEO, Chartwell Inc.
I.S. oversees production of Chartwell’s DataSource and Insight Center products with a focus on creating actionable data and insights for Chartwell’s customers. He has a background in strategy consulting for the utilities and telecommunications industries.
Panelists:
Monica Whiting, Vice President, Customer Experience and Communications, Arizona Public Service Company
Monica Whiting is vice president, customer experience and communications for Arizona Public Service (APS). Based in Phoenix, APS is Arizona’s largest electric company and serves nearly 1.3 million customers across the state. Her responsibilities include leadership of customer experience, customer service operations, external communications and marketing. Whiting cares deeply about customers and has nearly 30 years of experience in leading customer experience organizations, most recently with Tampa Electric Company (TECO) & Peoples Gas Systems (PGS) where she served as vice president of customer experience for the utility’s 1.2 million customers. Prior to TECO, she spent three years as the chief customer officer at Jacksonville Electric Authority (JEA) and had a 17-year career at Colorado Springs Utilities where she served as the general manager of customer revenue and service, as well as other various roles. Passionate about serving her communities, Whiting has spent her career serving on various boards, commissions and industry groups. She is currently a director of the APS Foundation. In January of 2021, she became Chair of the Association of Edison Illuminating Companies (AEIC) Customer Service committee. In June of 2021, she became a member of the Valley of the Sun United Way Board of Directors. Whiting earned her Bachelor of Arts degree in Public Relations and Journalism from the University of Southern California
Javier Fernandez, President & Chief Executive Officer, OPPD
Javier Fernandez has served as President and Chief Executive Officer of OPPD since 2021. He joined the utility in 2017 as Vice President and Chief Financial Officer. Fernandez came to OPPD from the Bonneville Power Administration (BPA), U.S. Department of Energy, in Portland, Oregon. He had been with the federal power marketing organization since 2012, most recently serving as executive vice president and chief financial officer. He previously served as senior vice president of Fixed Income Capital Markets for D.A. Davidson & Company and vice president of Public Finance for Seattle Northwest Securities Corporation. He holds a bachelor’s degree in economics from Instituto Tecnológico Autónomo de México (ITAM) in Mexico City, a master’s degree in business administration from Yale University, and a Utility Management Certificate from the University of Idaho. He currently serves as Board Chair of the Federal Reserve Bank of Kansas City, Omaha Branch, vice-chair of the Large Public Power Council, Board Chair of Habitat for Humanity Omaha, and is a board member for Ameritas, Bellevue University, the Greater Omaha Chamber of Commerce, and the Aksarben Foundation.
