Please check back as 2017 EMACS Speakers continuously added.
|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.
|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.
|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.
|Tim Melton – Manager Customer Commitment, LG&E and KUAs Manager
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.
|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.