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EMACS 2024

Agenda Highlights

View our current agenda highlights below:

KEYNOTE – Transmitting Excellence: Transforming Utility Customer Service the USAA Way
For more than a century, United Services Automobile Association (USAA) has delivered on a simple, yet meaningful mission: to empower our members (military, veterans, and their…
KEYNOTE – Rising Stronger Together: CPS Energy’s Customer Satisfaction Journey
Learn how CPS Energy made a remarkable recovery from a significant drop in customer satisfaction following a record-breaking winter storm, which impacted all 254 Texas counties…
KEYNOTE – Beyond the Hype: Navigating Real-World Opportunities and Risks in Artificial Intelligence
The era of AI is upon us. We interact with AI every day, often without realizing it. And one can hardly avoid the constant headlines about…
The Future of Customer Experience: Executive Strategies for the Next Decade
Given the accelerating rate of change, what will customer experience (CX) in the utility sector look like in five or ten years? This executive panel will…
Making a Difference: Strengthening Business Customer Relationships with Tailored Energy Solutions
Creating a dialogue and understanding customer needs is key to positioning business customers for energy success while also strengthening relationships. A diverse panel responsible for managed…
Closing the Knowledge Circuit: Opportunities and Challenges to Engage Customers in the Energy Transition
What role do utilities play in the energy transition? In this session, panelists will share best practices for educating utility customers about the shift from high-energy,…
Enterprise Transformation: Executive Perspectives on Navigating the Future Utility Landscape
Today’s utility leaders face immense challenges in envisioning a new future for the industry: transitioning to clean energy while utilizing legacy power sources, improving reliability and…
Collaborative Roundtables: Solutions for Today’s Utility Challenges
Meet with peers facing similar challenges at their respective utilities and seek workable solutions during this session. Pose your questions and share your ideas with other…
LIHEAP Overview and Advocacy Outlook for 2024: Navigating Challenges in the Utility Sector
Serving vulnerable customers is more important than ever in the utility industry. This session will explore the challenges and opportunities in providing Low Income Home Energy…
TEP Enhances Customer Payment Experience with Mobile Wallets
As mobile phone usage continues to surge, customers are demanding easier payment options, prompting Tucson Electric Power (TEP) to dive into the mobile wallet space. In…
Enhancing Outage Communications with Real-Time Customer Feedback and Benchmarking
Join this panel discussion to explore how CPS Energy is transforming outage communications through the strategic use of post-event, in-channel surveys. This session will delve into…
Electrifying Transportation: Insights from Utility Leaders
Join us for a dynamic panel discussion featuring leading utilities at the forefront of transportation electrification.
Evergy Incorporates Start-Service Functionality into IVA
In March 2023, Evergy began enabling customers to start or move service via its Interactive Voice Assistant (IVA) channel. Evergy’s scalable IVA allows customers to self-serve…
PG&E Effectively Elevates Small Business Customer Satisfaction
Through strategic campaigns and innovative marketing, Pacific Gas and Electric Company (PG&E) is intentionally striving to enhance its small business customer relationships. In 2023, the utility…
Consumers Energy Equitably Restructures Card Payments
Consumers Energy implemented a per-transaction card fee in October 2023 for customers making credit or debit card payments. The decision was driven by the intent to…
Enbridge Gas uses Whimsy and Gamification to Collect Meter Read Recordings
During this session, Enbridge Gas will delve into their energetic campaign known as Read, Record, Reward, which took place June 2023 to March 2024. Throughout the…
Hydro One’s Use of AI and Analytics Strengthens Customer Journey Blueprint
Hydro One has incorporated Conversation Analytics and Artificial Intelligence (AI) to enhance its Voice of the Customer (VOC) program to garner valuable customer insights from customer…
BGE’s Strategic Outreach Provides Comprehensive Support to Vulnerable Customers
Baltimore Gas and Electric (BGE) initiated a multi-faceted approach in 2023 to address the home energy needs of its customers, with an emphasis on serving low…
Orange and Rockland Uses Strategic and Inclusive Approach to Drive EV Adoption
Orange & Rockland’s E-Mobility team has launched a Power Ready Program to achieve tactical goals, including serving as a trusted energy advisor, accelerating electric vehicle (EV)…
Customer Experience Transformation: Navigating the Peaks and Valleys of Change
With the rise of customer choice, utilities face new challenges that require innovative approaches. Historically, customers relied on their energy providers as trusted advisors, but evolving…
Level Up Your Customer Service: A Roadmap to AI-Powered Modernization for Utilities
Join InflowCX for an engaging session designed to demystify AI and ignite your excitement about how it’s transforming customer interactions for utilities. We’ll explore the current…
Evergy’s Digital Evolution Journey with the Interactions IVA as a Full Service Customer Engagement Tool
The world is full of famous duos (Holmes & Watson, Batman & Robin, Han & Chewie) who show us that working together is better than going…
Customer-Centric Billing: Understanding and Adapting to Payment Trends – a fireside chat
Stay ahead of the curve with this informative session at EMACS 2024. Discover key insights from KUBRA's Emerging Payment Trends 2024 research on customer awareness, willingness…
Utility Survey Says: Featuring City of San Angelo
Utilities today are tasked with the challenge of adapting to a rapidly evolving industry landscape while simultaneously maintaining operational efficiencies and increasing customer satisfaction. The key…
Battling Payment Fraud: Entergy’s High-Tech Counterstrike
Stay ahead of the curve with this informative session at EMACS 2024. Discover key insights from KUBRA's Emerging Payment Trends 2024 research on customer awareness, willingness…
Revolutionizing Customer Experience through Outage Insights
This EMACS session will explore how innovative outage management solutions transform utility-customer interactions. Attendees will hear from leaders at CenterPoint Energy and DLC. As utilities face…
Personalize Customer Engagement: Table Stakes for Resilient Operations
Join this panel discussion on customer communication framework and strategies designed to help you navigate the pressing challenges utilities face today.
Engaging Customers on Their Terms: Chartwell Insights on Consumer Expectations, Communication, and Resilience
This session will use Chartwell consumer data and other research to explore the evolving expectations of utility customers, including channel preferences, engagement in energy-saving and renewable…
Building Product Roadmaps That Align Business, Customer, and Tech Priorities
Creating a product roadmap that balances short-term needs with long-term vision is crucial for utility CX success. Join this fireside chat with Russ Henderson of Chartwell…