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.
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