Speakers

Below are the speakers for the 21st Annual EMACS on Oct 22-25, 2018:

Please check back as more speakers will be added each week.

Bea Bains – – Manager Energy Products and Services, FortisBC

As Manager, Energy Products and Services at FortisBC, Bea leads a team responsible for the development and implementation of customer marketing strategies and products and service offerings to grow and retain the company’s customer base. Recent projects have included the implementation of an online service request tool to make it convenient for customers to apply for natural gas service, revamping of the company’s RNG marketing campaign to improve customer awareness of the program, and redevelopment of the company’s customer conversion campaign to increase customer attachments.

Nicole Bradshaw – – Manager of Digital and Social Media, Entergy

Nicole became Entergy’s digital and social media manager in February 2017. She manages a matrixed team that monitors and engages on more than 20 social media feeds across five different networks. She leads the utility’s social media strategy, which is focused on social customer care, brand perception, business growth, advocacy and business intelligence. Nicole’s team is responsible for social media editorial content, deploying strategic messaging that supports business goals. She also directs the company’s social media emergency response, particularly during storm restoration. Nicole’s background, which spans both the private and non-profit sectors, includes deep experience in strategic messaging, public relations, and marketing, with nearly a decade in the social space.

Glen Brangers—Social Media Specialist, Georgia Power Company

Glen is a social media specialist in the nationally recognized Georgia Power Social Media Center, focused on customer engagement, community management, social listening and crisis communications. As an advocate for customer relations, he focuses on the overall strength and health of the Georgia Power brand. A certified admin in Sprinklr, Glen has 14 years of utility industry expertise in customer service leadership, employee training and social media management.

Luke Buzard – Director, Pipeline Safety & Operations Support, TECO Peoples Gas System

As Director of Pipeline Safety & Operations Support for TECO Peoples Gas System (PGS), Luke is responsible for the strategic direction of PGS’s safety management and supports systems and processes for PGS operations. His teams are responsible for safety, contractor safety, technical training, operational technical support and standards, damage prevention and public awareness, quality assurance and PHMSA compliance.
Since joining TECO in 2010 as Manager of Audit Services, he has served on a wide range of projects, including engagements associated with finance, procurement, operations, information technology, corporate governance, compliance and risk management. Luke joined PGS in May of 2016 in his current role.

Graciela Chadwick – Director, Chick-fil-A HELP – Initiatives and Insights, Chick-fil-A, Inc.

Graciela leads the Initiatives and Insights team within Chick-fil-A’s operator and team member HELP desk. Her team is responsible for project management, change management, analytics, communications and technology. Chick-fil-A’s HELP mission is to make it easy for operators, team members and staff to get answers, solve problems and identify opportunities to achieve excellence in satisfaction and in delivering an effortless experience. Prior to joining the Chick-fil-A team 10 years ago, Graciela served in a variety of distinct roles, including analytics, marketing research, strategic operations, project management and customer service, at American Express, KPMG and Burger King in addition to leading her own consulting firm.

Karen Cheung – Senior Manager, Digital Labor and Work and Performance Management Team, Southern California Edison (SCE)

Karen Cheung, a Senior Manager at Southern California Edison (SCE), leads the Digital Labor and Work and Performance Management team in Customer Service. Karen and her team successfully implemented robotics process automation and robotics desktop-assisted capabilities at SCE and quickly scaled their operations. Karen and her team influenced a culture shift across the company and successfully demonstrated how to tap into a new resource pool aligned to corporate cost-efficiency strategies. As affordability and lowering the cost of customer transactions remain top priorities at SCE, this team is prepared to continue leading the way through implementing intelligent automation capabilities where they are the best fit for the business.

Chris Clark, Director of Fraud, Risk and Compliance, Neustar

Chris Clark has served as Neustar’s Director of Fraud, Risk and Compliance since 2011. For the last four years, Chris has managed large scale TCPA risk mitigation solutions for the collections and financial services industries.  In his current role, Chris and his team are responsible for evaluating, developing and implementing TCPA and customer communication improvement strategies in the electric, gas and water utility industries.

Stephanie Crockett – Senior VP and Leader of Energy + Sustainability Specialty, Mower

Stephanie is the leader of Mower’s Energy + Sustainability specialty group. Drawing on her 20 years in marketing and communications, Stephanie has led multidivisional complex lead-generation and behavior-change programs for a variety of global and regional companies, including FirstEnergy, ConEdison and GE. She has been at the forefront of digital consumer engagement and sales and marketing integration through marketing automation and analytics. Stephanie has presented marketing strategy to several energy and marcom organizations, including CEE, NASEO, USGBC and LeadsCon, and at the 2017 EMACS Conference.

Ward Eames – President and Founder, NTC

In 1978, Ward founded NTC to deliver entertaining and engaging programs that motivate families, students and educators. For nearly 35 years, organizations have used NTC’s engagement strategies and tactics to enhance their reputations and visibility in the communities they serve. Ward has worked with clients in the energy, financial services, health, technology, environment, recycling and consumer products industries, among others, and is in the third year of producing a nationally broadcast TV series for tweens and teens called M@dAbout.

Under Ward’s supervision, NTC has developed the art of teaching using live theatre into a science of its own. With a keen eye for talent, he has assembled a staff filled with knowledgeable, aware, creative, stimulating, fun, caring personalities, building NTC into the largest educational touring theatre company in the country. As founder and president, Ward Eames oversees all departments by keeping a finger on the pulse of the day-to-day operations of the organization.

Marcie Forster – I&C Conservation Programs, Baltimore Gas & Electric(BG&E)

Marcie joined Baltimore Gas and Electric over 30 years ago in Customer Relations. That grounding in customer care, billing systems and customer service has taken her to several positions throughout BGE. She worked in demand side management monitoring and evaluation when BGE first launched its energy efficiency programs. After a tour in the large customer service area, she moved over to customer load and settlement performing analysis on commercial gas usage and customer sample design. This accumulation of deep utility knowledge has come to fruition on the Business Intelligence and Data Analytics project to launch the First Engage platform for Exelon Utilities.

Geneviève Fournier – Senior Director – Customer Experience, Sales and Loyalty, Hydro-Québec Distribution

Geneviève was appointed Senior Director – Customer Experience, Sales and Loyalty at Hydro-Québec Distribution in July 2018. She is responsible for all aspects of the company’s relations with its Québec customers, including sales and customer service, achievement of a digital transformation and development of a true customer culture. Ms. Fournier started at Hydro-Québec Distribution in 2016 as Director – Customer Transformation. An experienced manager and quality standards specialist, she was entrusted with optimizing work processes and methods with a view to meeting the division’s targets with respect to the customer experience and improved customer services. Before joining Hydro-Québec, Geneviève held a number of executive positions in such major corporations as Vidéotron, Rogers and Fido, where she gained recognition as an expert in her field.

Yolanda France – Director, Customer Billing and Accounting, Salt River Project (SRP)

Yolanda is the Director of SRP’s Customer Billing and Accounting group, whose main functions are revenue protection, customer accounting, revenue accounting and customer billing functions, including the billing and back office management of M-Power, the nation’s largest electric utility prepay program, with over 150,000 customers. Prior to her current role, Yolanda led the Customer Contact Operations group and oversaw SRP’s two residential contact centers, business contact center, water contact center, construction contact center, workforce management and resource counseling group. Yolanda has been with SRP for 22 years.

Tomaso Giannelli – Senior Manager, Southern California Edison (SCE)

As a senior manager, Tomaso is the customer’s advocate within SCE. Tomaso works to educate customers and employees on outages so they can make informed business decisions to keep their employees safe and their down time to a minimum. Tomaso previously worked in Edison’s Grid Operations Department, the 24-hour repair and dispatch center for all outages throughout SCE’s 50,000-square-mile territory.

Boyd Greene – Director of East Distribution Operations, Oncor

As Director of East Distribution Operations, Boyd is focused on the safe, reliable, efficient delivery of electricity to over 1.7 million-meter points in the eastern portion of Oncor’s service territory. He began his career with Oncor in 1982 and has held various positions in distribution. Over the years, he has also had the opportunity to be the restoration manager for numerous local storms and tornados, including out-of-state work on numerous hurricanes.

Elvana Hammoud – Customer Strategy Manager, DTE Energy

As Customer Strategy Manager, Elvana has mostly focused on transforming DTE Energy into a first quartile company for customer experience. She has done so by leading continuous improvement initiatives for key customer transactions and reducing exceptions to minimize adverse customer impacts from new billing system. In addition, she has spearheaded various activities to streamline processes, implement metrics, identify and resolve defects, forecast results, and change employee culture to focus on customer experience.

Ryan Harris – Manager of Customer Care, Hydro One Networks

A champion for the customer and a vocal advocate for intelligent customer service, Ryan is a manager of Customer Care at Hydro One Networks. With almost 20 years of experience in contact center outsourcing and contact center operations, he currently has accountability for Hydro One’s Customer Contact Center business support and robotics automation teams.

Megan Hegger – Manager, Customer Engagement, Ameren Missouri

As Manager, Customer Engagement, Megan leads a team responsible for Voice of the Customer insights, campaign targeting, and limited-income customer advocacy for Ameren Missouri. Her team is passionate about testing, learning, and telling stories from data to improve the customer experience. Megan’s professional background includes 10 years in advertising, marketing and communications for regional and national brands. Prior to leading the Customer Engagement team, Megan worked in Digital Communications for Ameren, providing analysis, insights and best practices on the performance of social media, web and email initiatives.

Russ Henderson – Research Manager, Chartwell

Through industry and consumer research, Russ helps utilities improve their outage communications capabilities by identifying changing patterns in channel preferences and customer expectations, tracking emerging technologies and analytics that improve the accuracy and speed of outage information sent to customers, and determining how utilities can leverage these trends to gain efficiencies and increase customer satisfaction.

Tom Hernandez – Senior Vice President, Business Strategy and Renewables Tampa Electric

Tom has primary responsibility for developing and securing approval of Tampa Electric’s strategic growth plan for Florida operations and developing clean and sustainable renewable energy technologies that will be transformative and affordable for the company’s nearly 730,000 customers.

Previously, Tom was vice president of Energy Supply, vice president of Energy Delivery and Customer Services and vice president of Regulatory Affairs. He joined Tampa Electric in August 1982 as an associate engineer in the Production Department. During his career with the company, he has held a variety of positions in operations, engineering, planning, marketing, fuels and environmental.

Tom serves on the board of The Florida Aquarium. He previously served eight years on the Children’s Board of Hillsborough County, including as chair and treasurer. He is a past executive board member and chair of the Resource Working Group of the Florida Electric Power Coordination Group.

Barbara Higgins – Chief Customer Officer, Duke Energy

Barbara has 30 years of experience in multi-channel operations, market research, brand management and leadership. Her experience includes managing operations across diverse cultures in the Americas, Asia, and Europe. In her current role as Chief Customer Officer for Duke Energy – a newly created position – she is leading a team to design end-to-end strategies for measurement, valuation, and improvement of the customer experience for both residential and commercial customers. Previously, she originated the Chief Customer Officer position at Allstate Insurance Company, creating a new team to derive insights and drive changes in the end-to-end customer experience. Before that, she originated the role of Vice President, Customer Experience at United Airlines, where she led digital and contact center functions and drove significant operational improvements through engagement with employees worldwide. Barbara served for almost 19 years in various executive positions at The Walt Disney Company, including international assignments as Vice President, Operations Integration and Planning at Disneyland Paris and Director, Operations Task Force for Hong Kong Disneyland.

Heather Isaacson – Manager, Customer & Market Insights, Chick-fil-A, Inc.

Heather leads Marketing Analytics at Chick-fil-A in pursuit of insights on how to continually improve the company’s guest experience. Understanding how customers respond to menu items, digital, media and in-restaurant experiences are critical in-light-of the changing customer journey and demands. Prior to joining the Chick-fil-A team eight years ago, Heather held financial management roles at BellSouth and General Mills. She began her career at Ernst & Young, where she learned she loved strong food brands that customers interact with every day.

Christopher Jackson – Manager of Billing Support Services, JEA

As the Manager of Billing Support Services at JEA, the eight largest municipal utility in the nation, Chris is accountable for the accurate and timely distribution of 4.8 million utility bills annually, which reflect a gross revenue of $1.4 billion for the company. Prior to this role, Chris served as the Business Support Center Manager for JEA’s nearly 46k commercial customers. Since 2016, Chris has represented JEA on Chartwell’s Billing and Payment Leadership Council. In addition to JEA, Chris’ leadership roles span 20 years of customer service experience at Comcast and Engineering Planning Management (EPM), Inc.

Elena Johnston – Product Manager, Kansas City Power & Light

Elena is primarily responsible for KCP&L’s residential and small-medium business demand response and behavioral energy efficiency programs. Before onboarding as a Product Manager in Energy Solutions, Elena served as an intern at KCP&L, where she worked on various regulated and non-regulated renewable energy initiatives.

Bill Joiner – Chief Strategy Officer, Message Broadcast

As Chief Strategy Officer Bill leads the design of strategic communication initiatives serving the Utility, Financial Services, Telecommunications, and Healthcare industries. During his 20-year tenure with Message Broadcast Bill has leveraged technology, conversational session flows, and complex decision logic to transform the way businesses and their customers communicate across all channels. Each day millions of these conversations are deployed for the world’s most favored brands to inform, enroll, educate, transact, confirm, resolve and select or infer preference.

John Lincoln – Customer Experience Leader, Duke Energy

John is responsible for implementing customer experience strategy, customer-focused process improvement and helping transform the organization from a traditional utility to a world-class provider of energy-related solutions. Previously John served as SVP/Customer Experience Director for Wachovia, achieving top awards in multiple JD Power customer satisfaction studies. John is also a natural storyteller, having performed on the Peabody Award winning public radio program, “The Moth Radio Hour.”

Tim Melton – Manager Customer Commitment, Louisville Gas & Electric and Kentucky Utilities (LG&E and KU)

Tim is responsible for several customer experience initiatives through the customer complaint resolution and management of all low-income programs for LG&E and KU Energy subsidiaries Louisville Gas & Electric and Kentucky Utilities. Having worked almost 30 years in the utility industry, he has expertise in customer complaint prevention and resolution, customer communications, and building strategic partnerships internally and with external agencies and organizations that interact with LG&E and KU.

Peat Miletic – President and CEO, FinMetrix, Inc.

Peat founded FinMetrix, Inc. to focus on institutionalizing superior consulting services, such as lean consulting, advanced operational performance measurement, collaborative change management, creation of high impact teams and operational strategy implementation. Over the past two decades he has consulted for numerous utilities and implemented actionable performance measurement solutions, creating significant performance improvements.

Peter Narog – Manager, Customer Insights Xcel Energy

Peter leads a dynamic Customer Insights team at Xcel Energy. The team’s primary focus includes strategic market research for leaders and customer experience measurement, as well as competitive and market intelligence. Peter launched a new centralized customer experience platform a few years ago and is now capturing feedback through traditional channels as well as mobile app, email and SMS/text. The team has launched new efforts on closed loop/double closed loop, capturing customer sentiment and emotion, and adding video feedback in addition to traditional online and phone feedback. Peter has been with Xcel Energy for more than 20 years in product marketing and customer strategy, and took over as lead of Customer Insights in 2015.

Raquel Phillips – Senior Marketing Program Specialist – Energy Efficiency, New Jersey Natural Gas (NJNG)

Raquel’s professional background includes more than 20 years of experience in strategic marketing, communication and project management for a diverse number of industries, including natural gas utilities, real estate, health care and education. She is currently responsible for outreach and marketing of NJNG’s residential energy-efficiency program, The SAVEGREEN Project, in addition to marketing support for paperless billing and ZipCheck (automated payment).

Sabrina Potirala – Senior Program Manager, ComEd

As the Senior Program Manager for social media at ComEd, Sabrina is a subject matter expert in the fast-moving field of social media and focuses on keeping ComEd in step with innovations and best practices, providing excellent social media customer service, and safeguarding ComEd’s brand reputation in the social space. Sabrina leads the ComEd social media team in creating smart, engaging content in alignment with business strategies and goals, managing the 24/7 moderation of the ComEd social media channels, and assisting with emergency response management roles. Her background is strong in the social media and marketing arenas, with over 9 years of direct marketing experience in a variety of different roles.

Brittany Rolley, Vectren Quality Assurance Supervisor, Vectren

Brittany has worked to expand the quality assurance process into other areas of the customer experience organization to further drive consistency and enhance the customer experience. Prior to her current role, Brittany worked to plan and pilot Vectren’s launch of live chat on Vectren.com and managed the daily operation of Vectren’s online contacts. Brittany has been part of many continuous improvement efforts to gain efficiencies through system and process updates based on knowledge of opportunities identified through her experiences.

Sarah Sharp – Manager of Marketing and Customer Engagement, Entergy

Based in New Orleans, Sarah has held various leadership roles at Entergy, including Sales & Marketing, Customer Service, and Account Management. She is currently part of the Customer Experience team responsible for designing end-to-end customer solutions and customer engagement. Currently, Sarah is helping redesign Entergy’s digital customer experience and digital engagement strategy.

Swee Shetty – Senior eChannel Program Manager, PECO

As Senior eChannel Program Manager, Swee manages the website and mobile app for PECO. She provides business oversight for the operation and performance of those two channels, establishing performance metrics, monitoring system performance and driving continuous improvement. She coordinates, leads and supports business-related projects that impact her channels. Prior to joining PECO, Swee spent six years working for Philips leading various IT projects and serving in other job roles that gave her exposure to the software development life cycle.

Ruchi Solanki – Research Analyst, Chartwell
Ruchi has a background in market research in multiple industries in both her academic and professional career. She has over 5 years’ experience in primary research and data analytics. She has conducted numerous studies using quantitative and qualitative research by conducting in-depth interviews, surveys and questionnaires. Ruchi is a native of Illinois, a Georgia Tech alumni, and has worked in several research roles for a variety of Georgia-based institutions, including Boehringer Ingelheim and Georgia Institute of Technology. She joined Chartwell in 2016 and focuses her research and analysis on tracking and forecasting industry trends in utility communications and customer experience.
Noah Solomon – Senior Research Analyst, Chartwell

Noah has a background in energy and market research, both in his academic and professional careers. Noah is a native of Atlanta, a Georgia Tech and Kennesaw State University alumnus, and has worked in research roles for a variety of Atlanta-based institutions, including the Carter Center and the Georgia Tech Research Institute. He joined Chartwell in 2017 and focuses on research and analysis in utility billing and payment and customer experience.

Matt Swain – Managing Director, Broadridge

Matt is a recognized customer communications industry thought leader, delivering keynotes around the world and defining best practices. Hundreds of well-known companies have relied on Matt’s expertise and research for their current and future omni-channel communication initiatives.

As Managing Director for Broadridge Communications Consulting, Matt brings invaluable market research and consulting expertise to clients relative to benchmarking, customer experience optimization and digital transformation. Prior to joining Broadridge, Matt spent more than a decade at Keypoint Intelligence – InfoTrends, where he was a member of the senior management team with global responsibility for business development and customer communications advisory services.

Jeanne Thompson – Director of Service Excellence and Operations Support, Tampa Electric and Peoples Gas

As the Director of Service Excellence and Operations Support for Tampa Electric and Peoples Gas, Jeanne is responsible for providing strategic support for the customer experience operational areas serving more than 1.2 million residential and commercial TECO customers. Before joining TECO in May 2017, Thompson managed operational support functions at JEA, where she successfully led large projects that significantly improved the customer experience, reduced risk through error elimination and increased employee engagement and satisfaction. Thompson has almost 30 years of leadership experience in customer service-related functions and business improvement strategy and implementation.

Amanda Townsend – Director of Customer Service and Solutions, Oncor

As Director of Customer Service and Solutions at Oncor, Amanda has oversight over high-volume customer contact channels including the call center, IVR, storm map, texting and email platforms, and social media responses. In this role, she is responsible for customer service initiatives, with a focus on using technology to drive an enhanced customer experience.

Ryan Vaal, Vectren Lead Marketing Specialist, Vectren

Ryan has more than a decade of experience developing and executing effective customer marketing strategies. In addition to playing a key role in the creation of Vectren’s first digital strategy, Ryan led the user experience, business process design and content creation teams during a full-scale redesign of Vectren’s website, which has since been recognized as one of the top utility websites in the nation.

Spencer Warren, Customer Experience Manager, Hydro Ottawa

As Manager of Customer Experience, Spencer is accountable for the management of cross-functional projects focused on delivering enhanced value to Hydro Ottawa customers and overseeing the day-to-day management of customer account operations. Spencer leads a passionate team responsible for the Voice of the Customer – supporting all customer channels while finding new and innovative ways to offer world-class customer experience.

Monica Whiting – Vice President of Customer Experience, Tampa Electric and Peoples Gas

As Vice President of Customer Experience for Tampa Electric and Peoples Gas, Monica is responsible for leading Tampa Electric’s and Peoples Gas’ customer experience strategy and operations for TECO’s more than 1.2 million residential and commercial customers. This includes leadership for the customer experience phone and digital centers, customer billing, payment and collections, account management and economic development, new customer construction project management, customer research, customer strategy and customer solutions. Monica joined TECO in January 2017 after spending nearly four years as the chief customer officer for JEA. She has more than two decades of utility experience in customer service, marketing, communications and product development at utilities, including Colorado Springs Utilities and Anaheim Public Utilities.

Pete Wiezalis – Senior Manager, Business Development, Mower

Pete has 20 years of experience in driving revenue growth through the application of strategic planning, omnichannel marketing, business development, account management and program optimization practices. His sector experience includes clients in both B2B and B2C, and his industry experience spans renewable energy, software, buildings/construction/industrial, healthcare and consumer products. Regardless of role, his primary function has always been to identify and propagate effective growth solutions that drive long-term sustainable competitive advantage.

Andrea Wills – Senior Program Manager, eChannels, ComEd

As a Senior Program Manager for ComEd, Andrea works on web, mobile and communication platform enhancements. She functioned as the subject matter expert for the implementation of ComEd’s mobile app project in 2017.

%d bloggers like this: