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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...
Utility and Community Collaboration Provides a Helping Hand to Customers in Need
Through its “Neighbours Helping Neighbours” grant, Manitoba Hydro seeks to support vulnerable customers facing disconnection. To expedite lead time for vulnerable customers awaiting crisis grant financial support, the utility launched a project to deliver funding, reducing process times from four to six weeks to one to two days. The process improvement has yielded operational efficiencies and cost savings via the elimination manual steps, reduced contact center volume related to funding delays, and improved the overall customer experience for grant recipients.
Speaker:
Tina Kelly , Product Manager, Manitoba Hydro
Tina Kelly is a Product Manager at Manitoba Hydro, where she leads strategic initiatives to address energy affordability for vulnerable customers. With a strong background in telecommunications—including leadership roles in product development, strategic analysis, and network operations—Tina brings a unique perspective to the utility. Her customer-centric approach, informed by research and data-driven decision-making, supports the design of inclusive programs.
