EMACS 2026
Session Details
Check back often as the program continues to evolve.
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…
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…
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…
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,…
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…
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…
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…
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.…
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…
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…
Power Talk: 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…
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…
Con Edison Embeds 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…
Austin Energy’s Expanded 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…
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…
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…
PSEG Long Island Accelerates 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…
PG&E Strengthens 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…
EMACS Conference Peer Roundtables
Connect with fellow utility colleagues in an interactive roundtable format designed for open discussion and peer learning...
EPB Jingle Jam Engages 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…
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.…
From Transition to Transformation: 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…
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.…
The Connected Customer Experience: Bridging Operations, Engagement, and Real-Time Awareness
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…
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…
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…
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...
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…
The Utility’s Role as Trusted Advisor: 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…
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…
