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How Business Customers Shaped Ameren Missouri’s Green Tariff Pricing
In this webinar, Ameren Missouri will share how it designed the Renewable Solutions Program enrollment process to deliver value for both business customers and the utility. We’ll explore lessons le...
This complementary webinar will feature a panel of experts discussing speech recognition and the future of IVR. The panel will look at lessons learned from their own utilities' integration of spee...
Industry and Consumer Trends: Chartwell’s Quarterly Review
Please join us for Chartwell’s quarterly round-up of recently published research and insights. This quarter we will feature FRESH research from three just-completed surveys: Chartwell's 2025 Reside...
Making It Easier for LMI Customers to Access Energy Assistance
Join us as Consumers Energy shares how its My Personalized Offerings platform helps low-to-moderate income (LMI) customers find and enroll in programs that support their billing and energy manageme...
ComEd’s “Ring of Fire” Response — Emergency Preparedness in Action
In July 2024, ComEd faced one of the most destructive weather events in its history—a record-breaking “Ring of Fire” storm that unleashed 43 tornadoes, torrential rain, and more than 22,000 lightni...
AI in Action: PG&E’s AI Voice Assistant Revolutionizing Customer Interactions
Discover how PG&E is transforming the customer experience with the launch of its AI-powered voice assistant, replacing traditional IVR systems. This session will explore the implementation process, key benefits, and lessons learned from integrating AI to enhance customer interactions, streamline operations, and improve overall service efficiency. Gain insights into the future of AI-driven customer engagement in the utility industry.
Kristin Punter is a Sr. Director at PG&E, where she leads the Customer Service Outreach & Strategic Workforce Management teams. She has over 30 years of customer service and leadership experience in the utility and wireless telecom industries, spending the past 18 years as a leader at PG&E.
Kristin is passionate about delivering exceptional customer experiences and empowering her teams to achieve their goals. She has successfully managed large budgets, implemented innovative technologies, optimized processes, and enhanced performance across multiple functions and channels. She launched the first customer-facing conversational voice AI, and improved customer and coworker satisfaction scores to record highs.
Matt Vaccarezza, Sr. Manager of Enterprise Call Routing and Customer Technology at PG&E, has dedicated 24 years to the company, with 18 years specializing in Contact Centers & Technology. He currently spearheads PG&E’s call routing cloud strategy and the implementation of PG&E’s AI Voice Assistant for Contact Centers. Matt thrives on the dynamic nature of his role, finding motivation in the constant change and the immediate results his team achieves. This drive is fueled by the success they witness in enhancing customer experiences. Over the past 13 years, Matt has lead successful launches of three enterprise routing platform upgrades and is now working on his fourth, transitioning to the cloud. Concurrently, he is excitedly leading the implementation of PG&E’s groundbreaking AI voice assistant “Peggy” to replace their traditional IVR system.
