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From Arrears to Action: Modern Credit & Collections Strategies for Utilities
As arrearages reach historic levels, utilities must rethink traditional credit and collections approaches. This session explores data-driven segmentation, proactive customer engagement, payment pla...
How DTE Reduced Weather-Driven Call Volume with BillWise AI
(Complimentary Webinar) Join DTE and Convey partnered with Chartwell as they share how BillWise AI helped proactively address weather-driven bill fluctuations, deflect avoidable calls, and support ...
Chartwell’s Outage Best Practices Award Winners & PowerUp Conference Preview
(Complimentary Webinar) Join Chartwell and special guests as we reveal the winners of this year’s Best Practices Awards in Outage Communication, Outage Operations, Business Continuity and Emergency...
How TEP Uses Voice of the Customer Data to Improve Outage Communications
In this webinar, Sandy Holland, Principal Data Analyst, will share how TEP used targeted voice-of-the-customer surveys to identify the specific gaps in their outage communications and translate tha...
Improving Digital Experience for Business Customers
Business customers, like residential ones, expect seamless self-service options from utilities – bill payments, service management, usage tracking, and outage updates. However, business customers also need specialized resources, such as renewable energy programs, commercial EE programs and rebates, EV fleet support, property management/landlord services, construction project management, and industry-specific insights. This panel will explore how utilities can better understand and meet these unique needs through digital solutions. Panelists will discuss the latest technologies that enhance business customer experiences, helping them access critical information, complete transactions, and make informed decisions. Attendees will learn how a well-executed digital experience (DX) strategy can strengthen customer relationships and drive engagement in an increasingly digital world.
Moderator:
Jennie King, Principal Consultant, Chartwell Inc.
Jennie King is a long-time utility executive, now serving as Principal Consultant at Chartwell Inc. Jennie retired from Salt River Project (SRP) in January 2021 as Director of Strategic Energy Management, responsible for the overall management of SRP’s commercial customer relationships. Jennie’s career began at SRP spanned almost 34 years and has deep and broad experience in the utility industry with emphasis in market research, data management, data analytics, CSAT and transactional surveys and CX research insights, marketing communications, customer service operations, customer journey mapping and business process re-engineering. As Principal Consultant, Jennie works directly with Chartwell’s utility members across North America to advise them on how to design and implement strategic and tactical CX initiatives that are targeted to improve their customers’ experiences and imbed a CX culture into their organization at all levels. Jennie holds a bachelor’s degree in Finance and a MBA/MIS degree. Jennie and her husband, John, have 4 sons and one grandson and a baby granddaughter.
Panelists:
Treena Mason, Customer Experience and Strategic Operations Leader, Entergy
Treena Mason joined Entergy in 2002 and has since held a variety of roles with a strong emphasis on customer engagement and service delivery. Her experience spans multiple functional areas, including bill delivery, large commercial and industrial (C&I) accounts, national account management, and a rotation within power delivery operations. She holds a Bachelor of Science in Organizational Management.
Nichelle Hall, Key Accounts Program Manager, Snohomish County PUD
Nichelle Hall has nine years in the utility industry, all of which has been at Snohomish County PUD. She started in the call center as a Customer Service Representative, then a Customer Energy Representative taking Energy Hotline calls; helping customers with energy efficiency, conservation, rebates, solar and other related questions. Currently Nichelle is a Key Accounts Program Manager. Nichelle has an Associate of Arts from Tacoma Community College and is currently working on her Bachelor of Applied Science in Energy Management from Bismarck State College.
Scott Engstrom, CCO, GridX
Scott Engstrom is the co-founder and Chief Customer Officer of GridX, the energy industry’s leading enterprise rate platform provider. He oversees the organization’s customer success, sales and business development functions and is responsible for ensuring a seamless experience across every touchpoint of the customer journey. Scott has more than 25 years of experience focusing on the utility and power industry, including as a portfolio manager with some of the world’s largest and reputable financial institutions. He is passionate about evangelizing the role of rate analytics and engagement in achieving utility decarbonization goals.
