EMACS 2026
Session Details
Check back often as the program continues to evolve.
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…
The Resilient Household: Rethinking Customer Support, Affordability, and Payment Stability
As economic pressures increase and utility bills rise, utilities are re-examining how they support vulnerable customers while maintaining financial stability...
Economic Development and Load Growth: How Utilities Can Power Regional Prosperity
Utilities are increasingly playing a direct role in shaping regional economic growth. With a recent reorganization combining Economic Development and Key Accounts into a unified team,…
Becoming Your Business Customers’ Trusted Energy Advisor
Large and mid-sized business customers are navigating rising energy costs, electrification decisions, sustainability goals, and increasing operational risk. In this environment, utilities have an opportunity to…
AI and Voice of the Customer: Turning Data Into Actionable Insight
Utilities collect enormous amounts of customer feedback through surveys, operational data, and digital interactions but turning that information into actionable insight remains a challenge. This panel…
Automating Credit and Deposit Screening: New Approaches to Arrears Risk Management
Utilities are increasingly exploring ways to automate credit and deposit screening to improve consistency, accelerate customer onboarding, and allow credit teams to focus on complex cases...
Turning eMobility Investments Today into Revenue Makers Tomorrow
Utilities across North America are investing heavily in electric vehicle infrastructure, but the long-term value of those investments depends on how effectively EV load is integrated…
Award-Winning Customer Experience: Lessons From the Leaders
Each year, utilities across the industry launch innovative initiatives to improve the customer experience -- from digital engagement strategies to new service models and communication approaches.…
CIS Transformations and Arrears Management
Across the industry, utilities are undergoing major CIS transformations, implementing platforms such as SAP, Oracle, or CC&B while rethinking how arrears management processes operate within these…
Budget Billing and Levelized Payment: Program Design, Enrollment Strategies and Measurable Impact
Budget billing and levelized payment programs can stabilize customer bills, reduce call volume and improve revenue predictability – but success depends on thoughtful design and sustained…
Reimagining Low-Income Program Enrollment: Meeting Customers Where They Are
The most persistent gap in utility assistance programs is identification and enrollment of eligible customers who never apply. This session explores utilities that have cracked the…
