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.

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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

Moderator:

• I.S. Dunklin, CEO, Chartwell Inc.

 

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