Speakers

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Gary Avin – Director and Chief Customer Advocate, LCEC

 

 

As Director and Chief Customer Advocate, Gary leads the Customer Care Center, Billing Services, Key Accounts, Field & Energy Services, and Customer Insights & Marketing at LCEC (Lee County Electric Cooperative, Inc.).  His experiences and successes allow him to specialize in building high preforming organizations through process improvements and strategic development.

Kimarie Aycock – Supervisor, Digital Customer Care, Arizona Public Service

Kimarie is a passionate and enthusiastic leader that is committed to improving the customer and employee experience. With 26 years across multiple positions in Customer Operations and Marketing at APS, Kimarie’s current role is to guide the newly formed Digital Customer Care team to deliver exceptional customer experiences through multiple digital channels and customer touch points.

Adam Berke – Senior Director, Product Sales, Broadridge

Adam has 25 years of experience consulting and selling transactional print, digital delivery, information systems and document management services to leading companies across various markets, including utilities, healthcare, telecommunications, insurance, brokerage, banks, asset management and retirement services. His omni-channel communications expertise and consultative approach has earned him recognition in the industry. Adam joined Broadridge in 2000 from JSN Publishing where he was the Founder, CEO and Publisher of 37 digital and print publications.

Shawn Bielke – Billing & Payment Product Manager, Xcel Energy

As the Billing & Payment Product Manager at Xcel Energy, Shawn has taken the lead on many high-profile projects, including the product owner for the mobile app Xcel Energy launched in 2017.  He focuses his efforts on expanding the billing and payment digital touchpoints for customers and creating experiences that are personalized, relevant, and seamless.  He enjoys spending time with his family and any outdoor activity.


Dan Boatwright – Manager of Receivables and Collections Services, JEA

Dan has served for five years as JEA’s Manager of Receivables and Collections Services at the Jacksonville Florida municipal utility.  He manages all payment and collections vendor contracts and is responsible for JEA’s residential and commercial customer deposit and payment options, designed to promote customer payment ease while minimizing exposure and risk to the organization. 


John Bord – Manager of Customer Experience, Tucson Electric Power

 

 

As Manager of Customer Experience, John is accountable for understanding the TEP residential, multicultural and commercial customer through primary research initiatives.  He provides strategic direction to customer-facing business units to enhance the customer experience and increase customer satisfaction for energy efficiency programs, business relationship management, billing and payments, customer service and call center.

Tracie L. Boutte – Vice-President of Customer Experience, Entergy Services, Inc.

Tracie and her team are responsible for the creation and evolution of Entergy’s Utility Customer Experience vision, strategy and business priorities. She is responsible for the customer’s end-to-end experience including; all voice of the customer research, customer data and analytics, design, development and promotion of customer products/services and customer channel management/migration to the digital experience. She and her team engage daily with cross-functional stakeholders in five operating companies to drive effective execution and consistently positive customer experiences. She is accountable for driving customer satisfaction through efficient and effective service delivery today and planning for the future customer experience. Tracie focuses on influencing business leaders to effectively drive the business, engage the workforce, while keeping the customer experience front and center.

Among Entergy’s customer experience efforts, Tracie is most proud of the employee engagement that has led to key successes, including all five of Entergy’s operating companies occupying the top five spots in the 2013 through 2017 JDPA national ranking for outage communications- a first for Entergy.  The proactive outage communications initiative which Tracie’s cross functional team led had launched just one year earlier. She attributes their success to listening and understanding what really mattered to their customers.

In addition to the above responsibilities, Tracie leads Entergy’s digital customer transformation. This effort includes customer process and policy transformation and aligning a technology strategy that meets and exceeds evolving customer expectations. Planning is currently underway for implementing new digital experiences in all web channels, the eBill, and in Entergy’s contact centers.

Tracie has held several roles during her career at Entergy, including Retail Strategic Planning, Customer Service, leading Entergy’s two gas LDC businesses and prior to her current role, served as Vice President of Regulatory and Government Affairs for Entergy New Orleans. She is an active community leader serving on several non-profit boards and industry associations.


Nancy Casanova – Digital Content Strategist, Southern California Edison

 

 

Nancy provides creative and strategic guidance on digital communication efforts and campaigns. She’s responsible for developing and implementing storytelling campaigns that educate and engage online communities about SCE’s key programs and projects on social media platforms such as Twitter, Facebook, Instagram and LinkedIn. Nancy and her team use qualitative and quantitative data to identify content that best resonates with audiences and use that to make informed decisions about how to best advance the company’s objectives. Prior to joining SCE, Nancy worked as a journalist in Los Angeles and her experience in news led her to several newsrooms such as Univision, ABC7, CNN, CBSLA and Telemundo.  

Karen Cheung – Senior Manager, Digital Products and Portfolio, Southern California Edison (SCE)  

Karen Cheung, a Senior Manager at Southern California Edison (SCE), she currently leads the Digital Products and Portfolio team within SCE’s recently formed IT Digital Accelerator organization where Agile SCRUM methodologies are applied in leading the company’s digital transformation in areas of automation, mobile apps and advanced analytics.  She previously led the Digital Labor, Work and Performance Management team in Customer Service.  In Karen’s this role, she and her team were the first to successfully implement 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 paved the way to demonstrating digital transformation and are continuing their work through implementing intelligent automation capabilities where they are the best fit for the business.

Daniel Clark – Neustar Senior Consultant, Utilities, Neustar

For nearly 12 years Daniel has been helping utility companies to unlock and augment firepower within their customer data to drive unique call center solutions.  By leveraging cutting edge customer identity management techniques, Neustar’s utility partners aim to reduce operational costs by up to 20%, increase contact rates, fight back against utility phone scams, and increase customer satisfaction across the enterprise.

Louise-Anne Comeau – Vice President Customer Development, Emera

Louise-Anne is Vice President Customer Development at Emera.  She joined Emera in 2016 as Vice President Integration.  Her initial focus was the integration of TECO, a US$10B acquisition, into the Emera family of businesses.  As Vice President Customer Development, Louise Anne has focused on consumer-centric opportunities for operational efficiency and growth of the business, including the negotiation of a deal to purchase an AMI System for several Emera businesses (1.8 million meters) and the identification of opportunities for growth in the new energy market. She has a 20-year track record of identifying business development opportunities, negotiating complex transactions, building new businesses across diverse markets, and driving multi-functional teams to deliver major projects in various consumer-facing markets.  Past clients include Virgin Airways (UK), Swire Properties (Hong Kong), LG Electronics (Korea), Philips (Holland), Louis Vuitton (France), Four Seasons (Canada) and Coca-Cola (USA).  Previously, Louise-Anne worked with Bombardier as Director of European Strategy and Business Development for the regulated aerospace business.  Louise-Anne started her career as a mergers & acquisitions lawyer and practiced in Toronto, New York and London.

Stephanie Crockett, Executive Vice President, 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 National Grid. FirstEnergy, ConEdison and GE. She has been at the forefront of digital consumer engagement and sales and marketing integration through marketing automation and analytics. And she has presented marketing strategy to several energy and marcom organizations, including CEE, NASEO, ENERGY STAR®, USGBC and LeadsCon, and at the 2017 & 2018 EMACS Conferences.

Joe Cromer – Director of Portals & Collaboration, DEG, Linked by Isobar

Joe Cromer is the Director of Portals and Collaboration at DEG, Linked by isobar, a trusted digital marketing partner to national and global brands. As Director of DEG’s growing Portals and Collaboration practice, Joe helps his clients gain a strategic advantage over competitors by effectively leveraging the right technology and user-centric design approach, while tackling customer and employee experience challenges. Joe and his team have advised and implemented innovative intranet, extranet, and customer self-service solutions for clients such as major utilities companies like Kansas City Power & Light and Ferrellgas.

Michael Cross – Vice President, Innovation, Entergy

Michael is excited to lead the innovation effort for Entergy Corporation, coming off two very successful technology and innovation leadership roles for AAA and Kaiser Permanente. He has recently relocated his wife, two children, and two dogs to New Orleans from the San Francisco Bay Area. He also enjoys collaborating about technology and innovation away from his day to day work and welcomes those conversations.

Lisa Dolbear, Director, Account Planning, Strategist for Energy + Sustainability Specialty, Mower

Lisa has been working as a lead strategist on Mower’s Energy + Sustainability specialty group for nearly a decade, and brings nearly 20 years of experience in marketing, communications and content creation.  She has been an integral part of planning and insight for a variety of energy clients including GE, FirstEnergy and National Grid. As the director of planning at Mower, Lisa is focused on helping clients understand and leverage the motivations, pain points, wants, needs and perceptions of customers in order to inform campaigns with the best possible strategy.

William R. Ellis — Senior Portfolio Manager, Pepco Holdings

As Senior Portfolio Manager of Energy Efficiency, William is responsible for developing and implementing the strategic vision for increasing demand side management programs across Atlantic City Electric, Delmarva Power and Pepco.  Work includes increasing adoption of behind the meter technology and programs to help customers better manage their energy usage, while leveraging these assets to maximize grid utilization.  He also oversees the development of key strategies for creating customer programs including energy efficiency, demand response, and the use of data analytics to meet aggressive state goals in the District of Columbia, Maryland, Delaware and New Jersey. 

Bryan Falconer – Major Account Manager, Southern California Edison

Bryan is a Certified Energy Manager and trusted energy-adviser to Southern California’s largest businesses and property owners when looking to reduce their energy consumption, develop sustainability plans, and forecast complex energy needs. Focused on new business development that supports Southern California Edison’s clean power and electrification pathway. A California State University, Fullerton communications program graduate, and Certified Project Manager.

Garrett Gerst – Director, Marketing, Bridgevine

Garrett has spent the last 14 years developing digital marketing strategies for a variety of organizations, from small businesses to Fortune 500 organizations. He has earned the Certified Internet Marketer designation through the Internet Marketing Association, and has experience with popular digital marketplaces including Amazon.com, WalMart.com, Target.com, Overstock.com, and several direct-to-consumer websites. Garrett recently joined Bridgevine, Inc., and is tasked with expanding the company’s utility digital marketplace program to enable consumers to live their connected life.


Tomaso Giannelli – Senior Manager, Business Customer Division, Outage Management & Communications Team, Southern California Edison (SCE)

 

As the Senior Manager for the Business Customer Division’s outage team Tomaso team is the customers advocate within SCE. Tomaso’s team works to educate customers & 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 & dispatch center for all outages throughout SCE’s 50,000 square mile territory.

Stephen Gill — User Experience (UX) Channel Manager, NiSource

Stephen leads strategy and execution of NiSource’s UX model for customer interaction across all channels, touch points and customer journeys. He’s responsible for designing simple and engaging experiences from discovery through deployment for their nearly 4 million customers.

David Goldberg – Director, Customer and Community Engagement, JEA

David is a brand and marketing strategist who has led corporate marketing and communications departments in the banking, healthcare and utility industries. Currently the Director of Customer and Community Engagement at JEA, the 10th largest municipal energy and water utility in the country, David and his team drive messaging across all channels to create brand awareness and improve satisfaction across JEA’s Northeast Florida customer base.

Suzanne Haggerty – Senior Manager of Customer Engagement, Chartwell, Inc.

Suzanne, an experienced writer, editor and researcher, leads customer engagement initiatives at Chartwell. She joined Chartwell in 2012 as a senior research analyst, tracking trends and identifying best practices in energy efficiency and customer communications. She was promoted to Research Manager in 2016 and moved to her current position earlier this year. In addition to her work in customer engagement, Suzanne manages the annual Chartwell’s Best Practices Awards competition.


Christy HajowaySenior Communications Representative, Social Media Strategy, FirstEnergy

Christy joined FirstEnergy in 2012 as the company’s first social media-focused team member. She leads the strategic direction for FirstEnergy’s award-winning social media program, including publishing, engagement, customer care, paid social and crisis communications for the company’s corporate brand and 10 utility companies. Her efforts have enabled the team to scale, particularly during major weather events, and have helped to put social media at the core of FirstEnergy’s communications efforts.


Melissa Ham, Manager, Marketing and Advertising, JEA

Melissa Ham is an experienced brand and marketing manager with over 10 years of experience. She joined JEA in 2014 as the manager of marketing and advertising, currently overseeing the coordination and execution of key marketing and advertising campaigns. Melissa is passionate about helping educate customers and the community about the essential services JEA provides.


Rachael Harper, Research Manager, Chartwell, Inc.

Rachael leads the Customer Experience Leadership Council and comes from a background in research and marketing with previous experience working in software and travel technology. Rachael has worked for global enterprises as well as, small businesses and understands the varying challenges both face when looking to implement and improve their CX functions. Her degree and ongoing interest in psychology allows her to understand customers’ needs and desires, to provide thoughtful insights into the customer journey and elevate the customer experience.


Russ Henderson, Senior Research Manager, Chartwell, Inc.

Russ manages Chartwell’s research and events in the area of outage communications. Through industry and consumer surveys, interviews and group problem solving, Russ tracks trends and identifies best practices proven to help utility companies become and remain leaders in communicating with customers before, during and after power outages. Russ facilitates Chartwell’s Outage Communications Leadership Council, a utility-only peer group with more than 40 utility members, and serves as content advisor for Chartwell’s Outage Communications Conference, now in its thirteenth year.


Scott Johnson, Vice President, Chartwell, Inc.

Scott is an accomplished researcher who is recognized for uncovering industry trends and facilitating collaboration among members of Chartwell’s research councils. He joined Chartwell as a senior research analyst in 2006 and launched the company’s Outage Communications research initiative. He was promoted to Director of Research in 2011 and Vice President in 2014. He is a frequent speaker at utility industry conferences.


Bill Joiner – Chief Strategy Officer, Message Broadcast

As Chief Strategy Officer at Message Broadcast, Bill leads the design of strategic communication initiatives serving the Utility, Financial Services, Telecommunications, and Healthcare industries. During his 20-year tenure with the company, 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.


Raymond Joseph – Billing & Payments Manager, Con Edison

As the Bill & Payments Manager, Raymond has taken the lead on many high-profile projects that incorporate the latest technological advances to re-engineer bill design, output billing processes, expanding e-delivery channels and archival systems. For over 25 years, he has been improving billing and payment systems and reducing costs while working in the utility industry for LILCO, KeySpan Energy, National Grid and Con Edison.


Jennie King – Director of Strategic Energy Management, Salt River Project (SRP)

As Director of Strategic Energy Management, Jennie is responsible for the overall management of SRP’s commercial customer relationships. Jennie has been with SRP since 1987 and has deep and broad experience in the utility industry with emphasis in market research, data management, data analytics and research insights, marketing communications, customer service operations, customer journey mapping and business process re-engineering.


Corey LeBlanc – Chief Digital and Innovation Officer, Origin Bank

Corey is a catalyst for CX advancement and forward-thinking conversation. As Chief Digital and Innovation Officer he develops strategic roadmaps that align digital initiatives with business-wide objectives, cultivates external partnerships, and leverages a data-driven approach to digital transformation. He previously served six years in the USAF leading Infrastructure/Security and currently as MX Client Advisory Board member.


Gabriel Núñez – Senior eChannel Program Manager, Baltimore Gas & Electric

Gabriel is a certified Project Management Professional with over 18 years of experience leading technology projects in the Energy Industry. He has excellent communication skills and has a proven track record of delivering on strategic initiatives for the Customer Operations group. He has demonstrated proficiency in managing projects and vendors and has significant experience working across all levels of the organization. Gabe currently leads the eChannels team at Baltimore Gas & Electric.


Tara Oglesby – Vice President of Customer Experience, Ameren Missouri

 

 

As Vice President of Customer Experience, Tara K. Oglesby is responsible for effectively driving customer-focused strategies to ensure every interaction leads to a great customer experience. She is responsible for leading departments which play a critical role in delivering a satisfying experience including Customer Service, Customer Research & Engagement, Customer Solutions and Ameren Missouri’s Smart Meter Strategy & Deployment.

With more than 25 years of experience in the utility industry, Ms. Oglesby began her career with Central Illinois Public Service Company in 1992, now Ameren Illinois. During her years at Ameren, she has held a variety of roles in field operations, generation, accounting, marketing and customer service. From 2006 – 2014, she led Ameren’s Emergency Operations Center logistics team, whose primary role during major storm events is to support responders by providing meals, lodging, fueling and security. In 2008, she was promoted to Director of Customer Satisfaction, forming Ameren’s first customer research and strategy group.  In 2012 she was promoted to Sr. Director, Customer Experience gaining additional responsibility for overseeing the successful execution of the largest portfolio of energy efficiency programs in Missouri’s history in addition to leading a company-wide effort on improving customer satisfaction and creating customer loyalty.  In 2015 and 2016, Ameren Missouri won JD Power awards for highest in business customer satisfaction in the Midwest Large segment.


Bill Patchett – Manager of Revenue Accounting, Salt River Project (SRP)

Bill has spent the last six years improving payment and reporting channels that now handle over 19 million payments and $3.1 billion dollars, annually.  He is passionate about the payment experience and the controls that protect customers, their data, and SRP.  In addition to his work in the payment and revenue space, he spent an additional 14 years working on energy efficiency, customer programs, pricing, and technical accounting.  Bill is Certified Public Accountant (CPA), with experience in audit, financial reporting and capital assets.


Beth Pollock – Senior Manager, Energy Efficiency Services, NB Power

 

 

Beth is a broad-based program delivery manager and marketer with over 20 years of experience in delivering innovative programs to the market. Beth worked in telecom for 13 years marketing and developing internet and digital TV services before moving into the energy efficiency space.  As Senior Manager of Energy Efficiency Services at NB Power, Beth supports a dynamic team that helps New Brunswickers benefit from energy efficiency.


Indran Ratnathicam – Vice President of Marketing, Uplight

As Vice President of Marketing, Indy is responsible for corporate marketing, messaging, strategy and pipeline development at Uplight, the world leader in utility customer experience for the clean energy transformation. Uplight serves more than 80 utilities across North America and Europe, providing technology and services that manage the actions of residential and business energy users adopting efficiency, solar, new rate plans and more. Indy has spent over a decade at the intersection of utilities and technology, holding executive roles at FirstFuel and The Boston Consulting Group.  He holds an MBA from Harvard Business School and a BS from the Massachusetts Institute of Technology.


Denise Richerson – Director of Customer Care and Customer Experience, Tucson Electric Power (TEP)

With more than 20 years utility experience, Denise is a proven leader in energy efficiency programs, renewable resource development, customer care and billing operations and customer experience strategy.  She also has previous management experience in both pricing and regulatory roles at TEP. A true customer champion, Denise and her teams integrate actionable strategy and tactics to reduce customer effort, increase customer satisfaction and loyalty and create a strong ROI for both the customer and the company.

Pat Ricks – Senior Manager, Customer Experience, Entergy

Pat joined Entergy in 1985 and has served in numerous roles including Engineering, Operations, C&I Accounts, Customer Service and Smart Grid strategy.  Pat is currently responsible for Customer Experience Strategy and customer and market research.

Dwight Scruggs – Executive Vice President of Strategic Partnerships, Kandela, a division of Porch.com Inc.

In his role, Dwight is responsible for expanding Kandela’s utility company partnerships and for broadening Kandela’s value proposition by developing new product and services solutions. He has worked with more than 40 utility companies to lengthen customer life cycle engagement and improve customer satisfaction. Dwight has 20 years of experience in the Energy Industry, as well as in operations, sales, marketing, business development, customer solution development and call center leadership. Dwight began his career in the U.S. Army and completed is career as a Military Police Captain. His work experience includes Mobil Oil, CompuCom and Allconnect. In addition to his corporate career, he also spent 15 years touring the country as professional comedian.

Nirla Sharma – Billing and Payments Team Manager, BC Hydro

As the Billing and Payments Team Manager at BC Hydro, Nirla leads a diverse team full of expertise in many fields. She is motivated by the new challenges and opportunities that arise as the expectations of customers and shareholders continue to evolve and the energy sector responds. Nirla, who was born in the Fiji Islands and grew up in Vancouver, attended the Sauder School of Business at the University of British Columbia. She enjoys spending time with her family and going on walks with her dogs.

Richard Shaw – Manager, Customer Care Center, ComEd

Richard joined ComEd in 2009 and currently is the Customer Care Center Manager for the strategies and support team. Richard has an extensive background in customer service opening his first call center in his family’s basement when he was 18. Prior to serving in this role Richard was an AVP for Aon where he was a Care Center Director. Additionally, Richard was Vice President, Customer Care for Citibank and MidAmerica Bank.

Lauren Siburkis – Advanced Communications Representative, Digital Storytelling, FirstEnergy

Lauren came to FirstEnergy in 2016, after working as a reporter and government publicist for many years. In her external communications role, Lauren uses her reporting background to identify story ideas to pitch to the media and share as feature stories on FirstEnergy’s communication channels. A key member of the social media team, Lauren also leads the video content development and has earned industry awards on her digital storytelling efforts.

Linda Siddons – Director, Meter to Cash Administration, NiSource

Linda is a Director in Meter to Cash Administration and has been with the company for 36 years.  She started as a Customer Service Rep, then transferred to Columbus in 1996 as a “Coach” in the Call Center. Since then, Linda has taken other roles such as Leader in Customer Operations, a Manager in Revenue Recovery, and Manager in Gas Transportation Services before assuming her current role. She recalls that when she first started, all customer account information was on microfiche and paper orders were used for connect and disconnect orders!

Noah Solomon – Research Manager, Chartwell, Inc.

As Research Manager at Chartwell, Noah conducts research and analysis to aid utilities in understanding and improving their customer experience and engagement in billing and payment. 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.

Lisa Sutrick – Managing Director, Customer Engagement Solutions, Pitney Bowes

As Managing Director, Customer Engagement Solutions, Lisa is responsible for client strategy and solution design supporting clients with customer engagement and digital transformation initiatives. Lisa has more than 25 years of experience in software development, product management, strategy, customer success, and software sales in the software industry. Lisa is a skilled leader recognized for her breadth of knowledge and passion for client success and has deep experience in strategic product planning, industry solutions, program management, and client success. 

Linda Tiarks – Customer Information Supervisor, Tucson Electric Power (TEP)

As a Customer Information Supervisor, Linda partners with business areas to meet their Customer Information System demands as they support electric and gas utility customers. After spending nearly 30 years working in the IT utility industry supporting a wide variety of initiatives, Linda understands business strategy, planning, direction and application of technology to meet the needs of business areas.

Jamie Timm – Partner, Dynamit

Jamie is a Partner at Dynamit with over 10 years of experience leading software delivery teams for marketing, operations and IT clients. Since 2009, she has been driving growth and guiding both clients and internal teams at Dynamit to architect digital solutions in a wide array of industries, with client experience including NiSource, National Grid, Applebee’s IHOP, and Mizuho Bank. Jamie is responsible for overseeing a portfolio of client accounts, as well as Dynamit’s human resources, finance, and professional development teams.

Royce Workman – Director of Customer Experience, NiSource

Royce is the Director of Customer Experience at NiSource, the parent company of electric and gas operating companies NIPSCO and Columbia Gas. He leads the product and journey management and user experience practices that oversee the development and management of customer experience strategy, multi-year roadmap, user experience and digital execution to deliver optimal customer experiences across all customer journeys.

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