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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 ...
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.
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.
