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Inside Duke Energy’s Preparedness Model: Integrating Emergency Management and Business Continuity
In this webinar, Charles Poliseno of Duke Energy will share how the company integrates emergency management and business continuity into a single enterprise preparedness program. He will walk throu...
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...
Predicting Power: How Machine Learning is Transforming Estimated Times of Restoration
In this panel session, utility industry experts will explore how artificial intelligence and machine learning are reshaping the way companies predict and communicate estimated times of restoration (ETRs). Panelists will discuss how these technologies are being used to enhance ETR accuracy, improve internal efficiency, and deliver clearer, more timely information to customers. Learn how utilities are leveraging data-driven tools to solve persistent customer experience challenges and build greater trust during power outages.
Moderator:
John Board, Senior Consultant, Inc.
John is a certified CX professional and marketing leader with more than 20 years of experience in the utility industry. He brings extensive experience in qualitative research methodology, journey mapping and marketing experience in B2B, B2C and Multicultural segments.
Panelists:
Ryan Keilen, Senior Manager of Customer Data Analytics, Consumers Energy
Ryan has been with Consumers Energy for 14 years, and has been working in the Data and Analytics space for the last 6 years within the company.
Carl Schoenhofer, Director, Customer Outage Journey, PG&E
Carl has been with PG&E for 12 years. As the Director, Customer Outage Journey PMO, he leads a matrixed team to improve customers’ end-to-end outage experiences. Previously he was a Regional Senior Manager where he served as the cross functional leader and led a number of strategic initiatives to address customer and community pain-points in the areas of capacity, reliability and PSPS. Prior to coming to PG&E, Carl worked as a Vice-President & General Manager in the sawmill industry and as Chief Financial Officer for a Dairy Cooperative.
