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EMACS 2026

Session Details

Explore the ideas, strategies and real-world insights shaping the future of utility customer experience. EMACS 2026 brings together utility leaders, industry experts and innovators for sessions focused on emerging trends, proven practices, technology, customer engagement and the challenges utilities are navigating today. From thought-provoking keynotes to practical case studies and interactive discussions, discover actionable ideas you can take back to your organization. Check back often as the program continues to evolve.

Wednesday, September 23, 2026
KEYNOTE – The “All-of-the-Above” Mandate: Growth, Reliability, and Affordability
Electric utilities are entering a period of unprecedented change as rapid load growth from hyperscale data centers, electrification, and industrial reshoring collides with rising expectations for…
Beyond Point Solutions: Building the Intelligent Utility Platform
Utilities have spent decades digitizing customer engagement, but major operational events continue to expose a critical gap: fragmented situational awareness. During storms, wildfires, outages, and emerging…
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…
Embedding Generative AI to Reinforce Frontline Customer Support
Con Edison is advancing customer service by embedding its first enterprise-supported generative artificial intelligence (AI) solution directly into frontline operations, enabling faster access to accurate information…
Avista Leads with Empathy to Transform Arrears Management
Avista has reimagined its collections strategy by transforming how customers in arrears are engaged throughout the collections journey. Moving beyond traditional past-due notices, the utility introduced…
Economic Development & Commercial Customer Load Growth Management
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,…
Con Edison Simplifies Billing and Payment Experience with Intelligent Automation
Con Edison has transformed its customers’ billing and payment self-service experience through the deployment of intelligent automation. Moving beyond traditional system workflows, the utility has introduced…
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…
How to Successfully Implement a Modern Utility CX Program
Transitioning a Customer Experience (CX) program, especially one tied to critical tracking and performance metrics, can be a high-stakes endeavor. In this panel discussion, Duquesne Light…
How Utilities Are Redefining Customer Support
Vulnerable customers don't need more outreach, they need a faster path to the help that already exists. Single Stop's platform has already connected utility customers to…
Seven Critical Traits for a Service-First Mindset
BC Hydro has doubled its electric vehicle (EV) charging network footprint over the past year to over 900 ports, including ultra-fast charging and high-capacity hub sites.…
Vertical AI Experience: From Digital Channels to Intelligent Customer Operations
Energy and Utilities have expanded digital service through portals, mobile applications, contact centers, and automated communications. Yet many customer journeys continue to span disconnected systems, teams,…
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…
Connecting with Small and Midsize Business Customers
Small and midsize businesses are among utilities’ most diverse and operationally sensitive customer groups. They expect more than reliable service – they need practical support, clear…
Masterclass in Securing Buy-In for the Next-Gen Grid
The greatest barrier to grid modernization is often not the technology, but the "narrative gap." This session provides a strategic toolkit for utility leaders to articulate…
The Mobile App as a Customer Lifeline
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.…
EMACS Conference Peer Roundtables
Connect with fellow utility colleagues in an interactive roundtable format designed for open discussion and peer learning...
Leveraging Advocacy, Data, and Partnerships to Drive Impact for Vulnerable Customer Success
Utilities are under increasing pressure to improve affordability outcomes while balancing operational, regulatory, and financial objectives. This session examines how leading organizations are using customer insights,…
Wednesday, September 23, 2026 | Curated Connection Hour
EMACS Conference Peer Roundtables
Connect with fellow utility colleagues in an interactive roundtable format designed for open discussion and peer learning...
Thursday, September 24, 2026
Customer! Customer! Customer! – PSE&G Reimagines What It Means to Be Customer-First
Public Service Electric and Gas Company (PSE&G), winner of Chartwell's 2026 Award for Excellence in Customer Transformational Leadership, has redefined what it means to put customers…
Entergy’s Fair Share Plus: Turning Data Center Growth into Customer Value
Data centers are reshaping the utility industry, creating unprecedented opportunities for economic development while raising important questions about affordability, infrastructure investment, and who pays for growth.…
Accelerating Energy Usage Insights Through AI
PSEG Long Island has advanced energy transparency by integrating artificial intelligence (AI) into its daily operations. By applying machine learning to AMI data, the utility can…
Engaging Community Through Music and Choice
EPB spotlighted its brand in November 2025 through Jingle Jam, a community-driven campaign that blended local music and customer engagement. Chattanooga artists created original songs highlighting…
Expanding Medical Registry Bolsters Vulnerable Customer Care
Austin Energy has redefined how it supports medically vulnerable customers through the conversion of its Medically Vulnerable Registry into a holistic, customer-centered care program. By digitizing…
Georgia Power’s Collaborative Blueprint for Transportation Electrification
Transportation electrification is about far more than installing chargers—it requires trusted partnerships, long-term planning, and a shared vision for the future. In this session, Georgia Power…
Strengthening Business Customer Engagement Through Integrated Outreach  
PG&E has redefined business customer engagement by implementing an integrated model that combines behavioral data targeting, structured lead generation, telemarketing outreach, and high-touch advisor support. The…
Mutual Assistance for Customer Experience: Building the Next Utility Mutual Aid Network
Utilities have long relied on mutual assistance to restore power after major events, but no comparable model exists for sharing customer experience professionals during surges in…
The Affordability Ecosystem: Different Focus. Shared Mission. Stronger Together.
Utilities have traditionally managed billing and payments, vulnerable customer programs, and arrears management as separate functions. Yet customers experience these activities as a single journey across…
Using Rate and Billing Data to Redefine the Customer Journey 
Rate and billing data is one of a utility's most valuable yet underused assets. When combined with proactive communications and digital self-service tools, it can reduce…
Agentic AI in Action: How Utilities Are Transforming the Customer Experience
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…
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…
Billing and Payment Programs, Enrollment Strategies and Measurable Impacts
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…
Scaling Grid-Integrated Infrastructure for the Next Era of Transportation
As electric vehicles, fleet electrification, and distributed energy resources continue to reshape the grid, utilities must move from pilot programs to scalable, long-term infrastructure strategies...
Personalizing Utility Communications with ConveyIQ, the Award-Winning Engagement OS for Utilities
Utilities are under increasing pressure to improve affordability outcomes while balancing operational, regulatory, and financial objectives. This session examines how leading organizations are using customer insights,…