Speakers

  Amy Africa – Chief Executive Officer, Eight by Eight

Amy has been in the forefront of web usability studies and successful ecommerce optimization for over 15 years. She has been widely published and has been featured at conferences around the globe. Her depth of knowledge, backed by intensive field testing and web user studies, has earned her the reputation of a voice to be heard on Internet topics ranging from site optimization, traffic building and analytics to mobile and email marketing.

  Stacey Bailey – Director, Marketing and Operations, Chartwell Inc.

Stacey joined the Chartwell staff after a 15-year career in product management, customer experience, research and analytics in the insurance and call center industries. Stacey’s background is heavily focused on customer segmentation, customer engagement, customer experience and satisfaction.

Jeffrey Beeson – Lead, Marketing and Communications, Kansas City Power and Light (KCP&L)

Jeff leads marketing and communication for the KCP&L Clean Charge Network, a company initiative to promote and increase electric vehicle adoption in the Kansas City area. In addition, he shapes external awareness of the utility through marketing, media relations and social media outlets, serving as a company spokesperson and managing all social media strategies. Prior to KCP&L, Jeff managed marketing and communication for the Kansas City Board for Public Utilities and the University of Missouri.

  Carey Bush – Senior Communication Specialist, Kansas City Power & Light (KCP&L)

As Senior Communication Specialist, Carey manages employee communications for KCP&L, which spans 49 counties across Missouri and Kansas. In an industry that’s overloaded with compliance mandates and technical jargon, Carey makes every effort to explain what employees need to know in plain-English sound bites so they can quickly digest relevant info and get back to keeping the lights on. She’s worked with utilities for 17 years in various communication roles, including marketing and customer service.

  Stephanie Crockett – Senior Vice President and Leader of Energy & Sustainability Specialty, Eric Mower & Associates

As Senior Vice President and Leader of Energy & Sustainability Specialty, Stephanie is the leader of Eric Mower + Associate’s Energy + Sustainability specialty group. Drawing on her 18+ 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. And she has presented marketing strategy to several energy and marcom organizations, including CEE, NASEO, USGBC and LeadsCon.

  Gregory P. Garland – Manager Energy Optimization, – Commercial and Industrial (C&I) Group, DTE Energy

As Manager of Energy Optimization – Commercial and Industrial (C&I) Group, Gregory is responsible for the development EO programs targeted at small to medium sized business customers. He has over 46 years of Engineering and Management experience at DTE Energy. In his tenure at DTE Energy, Gregory has held many engineering, leadership and management positions. He is a past Executive Vice President of the Detroit Economic Growth Corporation (DEGC). In addition, he has served on many community and business boards; building high level relationships between the company and organizations for both business and the community.

  Russ Henderson – Senior Industry Analyst/Research Strategist, Chartwell Inc.

Russ is an accomplished research and editing professional with more than 12 years of experience digging into unfamiliar and complex subject matter to produce insightful stories and enterprise work. Prior to joining Chartwell in 2011, he worked as a journalist in Alabama where he won awards for his coverage of sewer spill issues in Mobile Bay, efforts of the U.S. domestic shrimping industry to place tariffs on imported shrimp, the devastation of Hurricane Katrina and impact of 2010’s BP oil spill on the Gulf

Coast. He currently researches automated meter reading, advanced metering infrastructure, smart meter and smart grid-related developments, as well as technology trends and utility-vendor partnerships. You can email Russ at rhenderson@chartwellinc.com or follow him on Twitter at https://twitter.com/RussWHenderson.

  Kyle Hoyle – Lead, Customer Operations Technology, Omaha Public Power District (OPPD)

As Lead in Customer Operations Technology at OPPD, Kyle has had the opportunity to be involved on several cross-functional teams for many projects supporting both internal and external customer’s needs. Kyle’s customer service expertise and technical abilities have been extremely beneficial in improving OPPD’s customer experience. By working with various stakeholders, he and his fellow analysts were instrumental in the implementation of OPPD’s new Customer IVR that has continued to surpass expectations.

  Scott Johnson – Vice President, Chartwell Inc.

Scott is an accomplished researcher who is recognized industry-wide for uncovering industry trends and facilitating unprecedented collaboration among members of Chartwell’s research councils. He joined Chartwell as a senior research analyst in 2006 and was appointed Chartwell’s Vice President in 2014.

  Liz Lindskoog – Product Portfolio Manager, Xcel Energy

As the Product Portfolio Manager for customer notifications, Liz is responsible for ensuring resources are appropriately allocated in order to achieve the company’s strategy and vision by providing customized communications to customers. With over a decade in highly regulated industries in customer facing roles, Liz offers a unique expertise in the balance of adhering to policies while delivering what customers want.

  Kristy Lovett – Senior Manager, Customer Satisfaction, Ameren Missouri

As Senior Manager, Customer Satisfaction, Kristy is responsible for customer research, customer solutions, quality assurance and training. Kristy represents the Voice of the Customer and is highly effective in analyzing customer intelligence to propose process improvements, new products, and solutions that align with company strategies. In 2014 Kristy and her team received Ameren’s prestigious President’s Award for adding exceptional value to the business.

Kristy’s career has been centered on the customer experience for over 25 years with 17 of those years in the utility industry.

  Michael Lowe – Deputy General Manager, Salt River Project (SRP)

As the Deputy General Manager for Salt River Project, the 3rd largest public power agency in the nation, which serves 1 million electric customers in metropolitan Phoenix, Arizona, Michael’s responsibilities include power distribution, water delivery, customer service, billing, and supporting information and operational technologies.  For 38-years, he has delivered a host of services leading to enhanced customer satisfaction and loyalty.  These include the largest program for prepaid electric service in North America and one of the largest time-of-use pricing programs in the United States. SRP has deployed smart meters territory wide, leading to enhanced services for customers and lower operating costs.  SRP has earned 27 awards for customer satisfaction from J.D. Power and Associates.

Linda Malek – Senior Marketing Manager, Southern California Edison

Linda is a veteran in marketing and business development with a diverse multi-industry background in global ventures, small to mid-market, and not-for-profits. Focusing on branding, retail product development, licensing, insights, and sustainability, she has worked with international companies including Epson, Disney and Warner Bros., ACCO, Mead, and entrepreneurial ventures with a founding private high school, animal conservation, SaaS research software, and yoga products. Currently at Southern California Edison, she manages key strategic marketing of digital self-service initiatives.

Tim Melton – Manager Customer Commitment, LG&E and KU

Customer Commitment, Tim is responsible for enhancing the customer experience, customer complaint resolution and low income program management for LG&E and KU Energy subsidiaries. Having worked 28 years in the utility industry, Tim has expertise in customer complaint prevention and resolution, customer communication, and building strategic partnerships internally and with external organizations that interact with LG&E and KU.

Jennifer Montague – Director, Business Strategy and Technology, ComEd

As Director of Business Strategy and Technology at ComEd, Jennifer is responsible for shaping ComEd’s premier customer experience, overseeing web, mobile, social and integrated voice response, managing customer relations and developing strategy and business initiatives for the customer ops organization and the future utility. She began her career at ComEd in 2010 as director of marketing, where she directed customer education and outreach for customer facing programs such as the Smart Ideas Energy Efficiency Portfolio and Smart Grid/ Smart Meter. Jennifer led and delivered a strategy to enhance customer experience, and developed a reputation management plan and integrated communications platform to improve ComEd’s reputation and facilitate enhanced communication. She became director of revenue management in 2013 where she was responsible for managing revenue management and customer assistance, leading the account receivable portfolio, collections, credit operations, payment processing and distribution of low income assistance CARE funds for customers. Prior to ComEd, Jennifer was with BP Amoco for 20 years. Among many roles, she was director of brand and communications at BP Biofuels, where she led the launch of the $500 million Energy Bioscience Institute.

Ben Murdock – Senior Industry Analyst, Chartwell

As a Senior Industry Analyst, Ben works closely with the Billing and Payments Research Council and publishes research in the areas of Distributed Generation and Energy Programs and Services. Prior to Chartwell, Ben worked with the Aerospace Systems Design Lab at Georgia Tech developing tools for manufacturing planning.

Cathy Ries – Vice President, Customer and Human Resources, UNS Energy Corporation

As Vice President, Customer and Human Resources of UNS Energy Corporation and its subsidiaries in Tucson, Arizona, Cathy provides leadership for the call center, business development, commercial account services, DSM and EE, organizational development and training, compensation, benefits, recruiting and labor relations.  Previously she was responsible for the Human Resources functions, Information Services and Technology and the Physical Security departments for the holding company and its subsidiaries.

Susan Samuelson – Senior Advertising and Production Consultant, FirstEnergy

As Senior Advertising and Production Consultant, Susan has led the advertising strategy, creative, media, research and analytics for FirstEnergy for more than 6 years. She’s produced campaigns to help FirstEnergy meet state requirements for energy efficiency and demand reduction and led the development of sponsorships with sports, charities and business organizations within FirstEnergy’s six state service areas. Prior to FirstEnergy, Susan worked for 20+ years for leading marketing firms specializing in retail, CPG and Healthcare. Susan’s earned her reputation as a leader that produces strategic, actionable solutions that build brands and drive sales.

  Daniel Séguin – Manager, Media & Public Affairs, Hydro Ottawa Limited

As Manager, Media & Public Affairs, Dan embraces both web and social technologies, to lead the development and implementation of all strategies and programs to engage and inform Hydro Ottawa’s key stakeholder audiences, including the media, key influencers, shareholder and all external stakeholders. Throughout his career, he has managed, prepared and implemented strategic communications initiatives; provided advice to senior executive teams and government officials; managed large-scale campaigns, led numerous brand positioning strategies related to consumer touchpoints and brand awareness. Perceptive and forward-thinking, Dan has been called upon to quickly analyze communications issues and provide advice, identify issues, and possible outcomes.

  Mike Tomberlin – Editor, Alabama NewsCenter, Alabama Power

A graduate of the University of Alabama, Mike was an award-winning journalist in Alabama for 21 years before joining Alabama Power in 2014. Mike has also served in the Alabama National Guard for more than 31 years where he holds the rank of lieutenant colonel. He served two tours of duty in Afghanistan, where he was awarded the Combat Action Badge and the Bronze Star.

Raiford Smith – Vice President of Technology and Analytics, Entergy Corporation

As Vice President of Technology and Analytics, Raiford has 26 years of industry experience, a BS degree in computer science from the University of Georgia, an MBA degree from the University of Virginia, and a Juris Doctor from the Charlotte School of Law.  He is a licensed attorney; holds several patents; has published over 10 papers; and is a member of advisory boards for SAS, Tendril, Intel, and NEST Labs.

  Glen Traasdahl – Director of Emerging Customer Technology, Salt River Project (SRP)

As the Director of Emerging Customer Technology, Glen  and his team are responsible for the SRP MyAccount portal and App, Contact Center Technology, Prepay and Smart Meter systems,  as well as several other departmental applications. Glen has had prior responsibilities including managing Billing and Meter Reading as well as other technical leadership responsibilities with the utility.

  Mike Wenzlaff – Customer Service Strategy Programs and Projects Manager, BC Hydro

As the Customer Service Strategy Programs and Projects Manager, Mike brings a wealth of background and experience to the developing a utility customer experience of the future. He is a utility veteran of 18 years and has held many positions across Corporate Communications, Transmission & Distribution, Information Technology and Customer Service.

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