EMACS 2025
Agenda Highlights
View our current agenda highlights below:
KEYNOTE – Empowering Customers Through Digital Innovation: Oncor’s Journey to Seamless Engagement
Explore how Oncor's customer-first approach to digital innovation has revolutionized the company's customer engagement strategy. This keynote session will highlight how Oncor strategically leverages technology across…
KEYNOTE – Customer at the Heart: PG&E’s AI-Powered Customer Transformation
Pacific Gas and Electric Company (PG&E), winner of Chartwell’s Best Practices Award for Excellence in Customer Transformational Leadership, is setting a new standard in customer experience.…
Executive Panel: Navigating the Evolving Landscape of Utility Customer Expectations
As customer expectations continue to shift, utilities must adapt to meet new demands for reliability, affordability, transparency, sustainability, and digital engagement. This executive panel will explore…
Executive Panel – From Noise to Clarity: Leveraging Data as a Strategic Asset
Investing in digital solutions enables utilities to turn their data into a strategic asset. Utilities have long been said to be data-rich but insights-poor — but…
Collaborative Roundtables: Solutions for Today’s Utility Challenges
Join fellow utility professionals from across North America for an engaging, solutions-focused roundtable session designed to spark ideas and drive results. Exchange challenges, insights, and success…
AI in Action: PG&E’s AI Voice Assistant Revolutionizing Customer Interactions
Discover how PG&E is transforming the customer experience with the launch of its AI-powered voice assistant, replacing traditional IVR systems.
EV Grid Integration: How Will We Power the EV Revolution?
As EV sales continue to expand year over year, their load is a unique opportunity and threat to the electric grid. Join this panel discussion on…
Improving Digital Experience for Business Customers
Business customers, like residential ones, expect seamless self-service options from utilities - bill payments, service management, usage tracking, and outage updates. However, business customers also need…
Build More Engaging Relationships with SMB Customers Through Communications and Outreach
The SMB customer segment is finally getting the attention is so deserves. While individually a single customer might be quite small, collectively these customers represent a…
Community Engagement Strategies for Utilities
Effective community engagement is essential for building trust and fostering long-term partnerships. This session explores how utilities are proactively engaging with their communities through outreach, education,…
Transforming Utility Payments: Enhancing Accessibility and Support
Join this informative panel discussion to learn how utilities can make digital and paperless billing and payments more accessible, addressing customer vulnerability and affordability. Utilities get…
Fleet Electrification: Utilities Leading the Charge
Take a deep dive into some of the most innovative fleet-electrification programs in the utility industry. This session will explore how utilities are supporting the shift…
Know Your Costs to Cut Through Complexity, Boost Savings!
KYC usually means Know Your Customer — but in this session, it’s all about Know Your Costs! As utilities expand self-service offerings, many are also navigating…
Rethinking Routine: Turning Transactions into Meaningful Experiences
(Presented by KUBRA) Technology is rapidly reshaping how utilities and billers approach billing and payments - enabling more flexible features, new payment channels, and a seamless…
Best Practices in Serving Your Largest C&I and National Account Customers
There are unique challenges and opportunities for these largest commercial customers. These are really big customers in many different ways: big footprint, big load, huge revenue,…
Strategic Digital Transformation Drives Call Reduction at Evergy
Since 2019, Evergy has reduced calls to Customer Service Representatives by 43% through a steady, strategic digital evolution. This session will explore how analytics, process improvements,…
EPB’s Improvements Significantly Simplify Customers’ Billing and Payment Experience
In an effort to provide customers with more flexible payment options while maintaining data integrity, EPB revitalized its billing and payment portfolio in 2024. In partnership…
Harnessing the Power of Energy Burden and Data Analysis to Drive PSE’s Affordability and Equity Initiatives
This educational session will showcase Puget Sound Energy’s Advanced Energy Burden and Data Analytics practices.
Hawaiian Electric Elevates Customer Service Through Employee Empowerment
Hawaiian Electric Company is the recipient of Chartwell’s 2025 Gold Award for Excellence in Customer Experience for its Customer Service University (CSU). Despite rising demands and…
PSEG Long Island Elevates Business Customer Experience
Introduced in 2024, PSEG Long Island’s Business First initiative encompasses a utility-wide commitment to supporting local businesses’ vitality through simplified access to energy efficiency, economic development…
MiMove Significantly Advances Customers’ Online Digital Experience
After determining start and transfer of service-based calls were the most time-consuming interactions handled within its contact centers, Peoples Gas and Tampa Electric launched the MiMove…
Utilizing a CRM to Improve Service for Business Customers
The amount of information that utilities have about business customers is huge but how do you keep track of so much data? How can you manage…
Real-Time Customer Engagement in the Age of Utility Disruption
Outages, storms, and uncertainty may be unavoidable, but a poor customer experience doesn’t have to be. Join industry leaders from DataCapable and forward-thinking utilities — including…
PECO’s Energy Efficiency Awareness Addresses “The Elephant in the Room”
To increase awareness, drive engagement and encourage action for its commercial and industrial energy efficiency program, PECO launched “The Elephant in the Room”, a marketing campaign…
High-Tech Utility Fraud Attacks: Strategies to Detect and Defend
Utility payment fraud is evolving fast — and so are the tools behind it. This executive briefing will examine how cybercriminals are leveraging bots, anti-detection technologies,…
Charging Ahead: Utilities Leading the Way in EV Infrastructure
Discover how utilities are charging ahead with customer experience to include slashing EV charging station deployment timelines by 70% and engaging customers to reveal EV pain…
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…
ComEd Rapidly Drives EV Growth Through Beneficial Electrification Plan
In the first quarter of 2025, ComEd introduced new EV Programs as part of its first Beneficial Electrification Plan. These programs have incentivized nearly 5,000 new…
Built for Utilities, Powered by AI: A Customer Experience (CX) Reinvention Story
Today’s utility customers expect real-time updates, self-service, and personalized engagement — needs that traditional platforms can’t meet. This session features a leading utility and SEW sharing…
Revolutionizing Billing with Automation, Analytics, and Affordability Index
Discover how leading utilities are modernizing billing processes through a strategic mix of automation, data analytics, and targeted training. This session explores real-world enhancements such as…
Transportation Electrification: Using AI to Engage EV Owners and Enhance Grid Reliability
EV growth is fueling electrification, but now utilities face a new problem: engaging EV owners while ensuring grid reliability. No two EV owners are alike. With…
AI-Powered Personalization for Utility Residential and Business Customers
Today’s utility residential and business customers expect fast, personalized, and reliable service—long waits and outdated communication no longer cut it. This session explores how conversational AI…
Driving the EVolution with High Impact Marketing
In this session, experts with two leading electric vehicle programs will explore how to serve electric vehicle (EV) owners and drive adoption through high-impact marketing. Participants…
