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.

Jessica Belcher – Manager, Mid-Market Business Energy Solutions, Pacific Gas and Electric Company (PG&E)

As Manager, Mid-Market Business Energy Solutions, Jessica manages the newly formed Mid-Market Business Energy Solutions team for PG&E. The Mid-Market Advisor team was created to ensure that PG&E’s over 7,000 mid-sized customers were given a high level of personal service and a trusted energy advisor. The mid-market team is 30 employees strong and they each live and work in their local communities. The Mid-Market team is charged with delivering PG&E’s programs and services, achieving energy savings’ goals, and resolving complex gas and electric service issues.

  Adam Berke – Senior Director, Product Sales, Broadridge

As Senior Director, Product Sales, 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.

  Tracie Boutte – Vice President, Customer Experience Strategy, Entergy

Tracie and her team are responsible for the creation and evolution of Entergy’s Utility Customer Service Excellence 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 service delivery in the future.  Boutte 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 spots in the JDPA national ranking for outage communications since 2013 – a first for Entergy.  The proactive outage communications initiative which Tracie’s cross functional team led had launched just one year earlier. Tracie attributes their success to listening and understanding what really mattered to their customers.

  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.

  Dave Clauson – Director Digital and Marketing Communications, Westar Energy

As Director Digital and Marketing Communications, Dave leads the marketing communications team for Westar Energy. His responsibilities include digital customer experience, branding, program marketing, and social media. He joined Westar after more than 20 years of marketing experience in financial services and insurance for companies such as GE, Citi, Security Benefit and DST. His background has been heavily focused upon product development, research, branding, lead generation and enhancing digital customer experience.

  Lisa Compton – Digital Self-Service Manager, Consumers Energy

As the Digital Self-Service Manager, Lisa is at the forefront of the utility’s refocus on customer-first design and her team leads the exploration, design, and implementation of improvements to the digital customer experience.

  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.

  Stacy Derstine – Vice President, Customer Service & Chief Customer Officer, Arizona Public Service Company (APS)

Stacy Derstine is Vice President, Customer Service, and Chief Customer Officer for Arizona Public Service (APS). Based in Phoenix, APS is the state’s largest power company, providing retail electricity service to nearly 1.2 million Arizona homes and businesses. Stacy’s responsibilities include leadership of statewide customer service operations, marketing and customer programs including energy efficiency and renewables. Prior to her current position, Stacy served as general manager of regulatory and compliance where she was responsible for regulatory affairs related to policy development, rates, pricing and revenue requirements. Stacy has worked for APS for over 20 years and has served in a variety of customer service and regulatory roles. Stacy also previously worked for APS Energy Services, where she was responsible for government and regulatory affairs in California, Texas, Nevada and Oregon.

  Kevin Douty – Senior Manager, Small and Medium Business Energy Solutions, Pacific Gas and Electric Company (PG&E)

As Senior Manager of PG&E’s Small and Medium Business (SMB) Energy Solutions team, Kevin oversees the SMB customer experience.  Kevin’s organization is made up of sixty dedicated team members who support more than 300,000 SMB customers with channel specific service and product solutions. Kevin’s team includes Mid-Market Energy Solutions, Small Business Advisors, New Business onboarding, Internal and external channel strategy as well as Digital Design and Enhancement. Kevin has a background in process design, six sigma, and contact center operations.

  Julia Evans – Manager, Performance Analysis & Quality Assurance, Xcel Energy Inc.                                    

As Manager, Performance Analysis and Quality Assurance, Julia is responsible for managing a team of performance analysts and quality specialists within the customer care organization.  Their primary focus is continuous improvement for revenue cycle business processes. She has 13 years of management and leadership experience in the gas and electric utility industry, but prior to joining Xcel Energy, Julia worked in the telecommunications for 32 years. She held management and leadership served roles in customer sales and service, human resources, regulatory, and business operations. Julia is skilled in business process improvement and project implementation, and has been repeatedly recognized and rewarded for exceeding bottom line results.

  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.

  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.

  Jennifer Joseph – Principal IT Project Manager, Exelon Corporation

Jennifer is an Information Technology leader with more than 24 years of experience across multiple industries. She led the AMI Outage Management Integration project for ComEd and led and industry working group to develop a capability maturity model for AMI Outage Management integration. Her current focus is smart cities.

  Martin Leach – Global Senior Director, Energy, Salesforce

As Salesforce’s Global Senior Director, Energy, Martin uses his knowledge of the specific challenges faced by oil, gas and utility organizations to articulate a broad energy vision and provide guidance across all product marketing within the industry. Martin has an extensive background in energy, having worked at Marathon Oil for more than 20 years. He also worked at Accenture for more than 10 years as a Managing Director, focusing on digital and data solutions for the energy industry.

  Melissa Leymon – Marketing Program & Planning Manager, PNM

As Marketing Program & Planning Manager, Melissa manages customer programs, including billing, payments and renewable energy. She also manages customer research, translating results into actionable insights. In late 2015, she helped establish the “Journey to 700” initiative at PNM, which is focused on achieving a JD Power overall satisfaction score of 700 or more by 2018. With this initiative, she helps steer all driver committees in the right direction and works directly with the PQR team, which is focused on looking at all aspects of outages – including communications – and identifying ways to provide a better customer experience.

  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

As 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.

William Raney — Partner, Copilevitz & Canter

William is a civil litigator whose practice focuses on constitutional challenges, regulatory actions and consumer class action defense of claims alleging violations of the Telephone Consumer Protection Act (TCPA) and Telemarketing Sales Rule (TSR). He has appeared before the Supreme Court, testified before the U.S. House of Representatives and is regarded as a foremost authority on matters related to TCPA compliance.

Diane Katherine Reyes – Manager, Small Business Energy Solutions, Pacific Gas and Electric Company (PG&E)

As Manager, Small Business Energy Solutions, Diane leads the Small Business and strategy teams dedicated to bringing extraordinary customer service to PG&E’s small and micro-business customers.  The Small Business Energy Solutions group supports more than 250,000 small businesses across PG&E’s service area through a variety of outreach channels including in-person, digital self-service, over the phone, proactive and reactive.  Diane has been with PG&E for eleven years with most of that time spent in Customer and Community Services.

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.

Mark Sayers – Principal Project Manager, Commonwealth Edison Company (ComEd)

As Principal Project Manager of ComEd’s Operations Control Center, Mark has 32 years of experience at ComEd in various roles across both Nuclear and Electric Operations. He holds a Bachelor of Science Degree in Nuclear Technology.  Prior to joining ComEd, Mark spent six years in the United States Nuclear Navy. He is currently involved in Exelon Utilities North Star Mobile Dispatch and ADMS projects.

  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.

  Denise Smith – Director of Customer Care and Customer Experience, Tucson Electric Power (TEP)/UniSource Energy Services

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.

  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.

  Ebony Whitby – Residential Customer Service Manager, Orlando Utilities Commission

Ebony began her career at OUC as a Customer Service Representative twelve years ago. As Residential Customer Service Manager, she is responsible for overseeing the daily operations of the Residential Department by maximizing service levels, ensuring customer satisfaction, employee development and coaching, and developing customer relationships.

  Adam White – Supervisor – Energy Efficiency Customer Solutions, Xcel Energy

As Supervisor – Energy Efficiency Customer Solutions, Adam is a versatile leader and professional with experience in utilities, demand side management, building construction, and consulting engineering with a proven track record of project management, technical expertise, and client satisfaction. He has a strong background in energy efficiency and facility operations and proven strengths in meeting goals and the ability to motivate groups into cohesive successful teams through excellent interpersonal, motivational, and communication skills.

  Andrea Wills – Senior eChannel Program Manager, Commonwealth Edison Company (ComEd)

As Senior eChannel Program Manager Andrea is currently working on web, mobile app, and communication platform enhancements by collaborating with other Exelon utilities to define requirements and successfully deliver on digital channel strategies. She has previously held positions at McDonald’s Corporation and the Chicago Tribune Company.

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