New Account Site Feedback
search
Login to your account

The Trust Collision: Protecting the Social Contract in a High-Cost Era

Rising electricity prices have always tested the utility-customer relationship, but today that pressure is intensifying. Utilities face major investment demands to modernize grids, integrate new load growth, and build digital capabilities, while customers are already strained by inflation and economic uncertainty. As costs rise, trust becomes one of the most important assets a utility can hold.

This executive panel will explore how leaders can earn and sustain stakeholder trust when rate cases and capital spending face growing scrutiny. Panelists will discuss how to clearly communicate value to customers, regulators, and legislators, demonstrate benefits, and build support during financially challenging times. Learn how leading utilities are turning trust, transparency, and engagement into a strategic advantage.

Moderated by: Tracie Boutte, Executive Advisor, Chartwell Inc.

Tracie L. Boutte is an Executive Advisor to Chartwell Inc. following a 36-year career at Entergy Services, Inc., where she held multiple executive leadership roles. As Vice President of Customer & Business Operations, she lead Entergy’s customer-centric strategy and the development of its first enterprise-wide customer experience practice, including journey design, voice of the customer programs, analytics, and digital channel transformation. She also held senior roles in emergency management, strategic planning, gas distribution, and regulatory and government affairs, consistently focused on aligning business operations with customer experience and enterprise strategy.

 

Panelists: 

  • Latanza Adjei, Senior Vice President, Customer Experience & Chief Customer Officer, Georgia Power

Latanza Adjei serves as Senior Vice President and Chief Customer Officer of Georgia Power, transforming how customers experience and interact with the company. She is responsible for orchestrating seamless interactions across physical and digital channels which enhance the customer experience for the entire customer base. The organization effectively measures customer happiness and provides robust insights into the drivers of customer satisfaction to build customer loyalty, revenue growth, and cost reduction.

 

  • Brandy Bolden, CCO, Sacramento Municipal Utility District (SMUD)

Brandy Bolden is Chief Customer Officer at SMUD, leading customer experience across residential and commercial segments. She oversees customer care, revenue management, business intelligence, strategic accounts, segmentation, channel strategy, and community energy services. With more than 25 years of leadership in the public and private sectors, Brandy has driven major initiatives since joining SMUD in 2003, including smart meter deployment, time-of-day rates, and customer-facing technologies that improved experience and engagement. She also led SMUD’s Community Impact Plan to support an equitable clean energy transition. A recognized industry leader, Brandy is active in community organizations and serves on several nonprofit boards.

 

  • Jess Cain, Vice President of Customer Operations and Assistance Programs, Eversource Energy

Jess Cain is Vice President of Customer Operations and Assistance Programs at Eversource Energy, where she leads customer operations and assistance strategy across Connecticut, Massachusetts, and New Hampshire. She oversees enterprise meter-to-cash operations and a workforce of approximately 500 employees. Prior to joining Eversource, Jess began her career at Accenture and went on to build a strong reputation for operational leadership, customer strategy, and regulatory innovation within the energy sector. She is nationally recognized for advancing policies and technologies that improve support for vulnerable customers and expand access to energy assistance programs, and has spoken before organizations including the National Association of State Utility Consumer Advocates, the National Association of Regulatory Utility Commissioners, and the White House.

 

  • Tara Mondelli, Vice President, Client Success, KUBRA

As the Vice President of Client Success at KUBRA, Tara Mondelli brings a wealth of industry experience and an unwavering commitment to client success. Her inspirational leadership style and expertise have been pivotal in enhancing client engagement and fostering a culture of collaboration and accountability. With over 30 years of client success experience in the billing and payment industry, she brings a unique blend of strategic vision, operational excellence, and a deep understanding of client needs. During her tenure at KUBRA, she has transformed account management to drive higher retention and revenue growth, implemented innovative customer feedback programs, and harnessed data-driven insights to elevate customer satisfaction. Tara holds an Executive MBA from Athabasca University and was selected to participate in KUBRA’s prestigious LEADS leadership program in 2022.

 

 

Learn More and Register for EMACS
View All EMACS 2026 Session Details