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How To Recognize Early-Stage Financial Stress in Utility Customers – And What To Do About It
The discussion will address:
How utilities can make better use of existing data to improve outcomes without major system or process changes.
How advanced technology, predictive AI, and behavioral...
Light Up Navajo: How the Navajo Tribal Utility Authority Partners with Utilities to Power the Navajo Nation
On this webinar, we’ll hear from NTUA about the program and its impact on residents, as well as learning from a handful of utilities that participate in the program about its impact on workers who ...
MiMove Significantly Advances Customers’ Online Digital Experience
After determining start and transfer of service requests were among the top three most fielded daily interactions handled within its contact centers, Tampa Electric and Peoples Gas launched MiMove in 2025. The self-service and agent-facing move-in application offers customers 24/7 access to start and transfer electric and gas services. MiMove has enabled customers to fully self-serve on these requests and since launch, the 53% engagement rate has surpassed project goals. This has enabled a reduction in call volume, improved contact center service levels, and strengthened customer and representative experience.
Rachel Roman brings over four decades of leadership in customer experience, training, and operational excellence within the utility industry. Currently Manager of CE Transformation & Compliance at Tampa Electric and Peoples Gas, she has led enterprise-wide initiatives in process transformation. Rachel’s career spans roles in training, revenue recovery, quality assurance, business systems, productivity and consistently driving innovation and service improvement. Tampa Electric serves about 860,000 customers across a 2,000 square-mile territory in West Central Florida. Peoples Gas serves more than 500,000 customers throughout the state of Florida.
