March 24-27, 2025 | Dallas, Texas

Customer Engagement

Customer engagement is increasingly important for resiliency and customer satisfaction. This topic covers tools and technologies aimed at keeping the utility/customer relationship mutually beneficial, including AMI, data management, disaster response, user interfaces, energy efficiency, interconnection, C&I, and more.

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Featured content

Featured Sessions

Making sense of AMI 2.0 with CPS Energy, National Grid, and Snohomish PUD

March 27 | 11:00-11:50 AM | C142

In this session, hear from three utilities that are at different stages of their AMI 2.0 journey: National Grid, CPS Energy, and Snohomish PUD. They will share their experiences, challenges, and successes in developing and implementing their AMI 2.0 strategies, moderated by Cognizant. You will also learn about the AMI 2.0 Innovation Council, a network of utility peers and solution providers that’s working jointly to refine use cases and drive best practices across the industry.


 

featured sessions

Duke's tools for transitioning customers to time-of-use
 

March 26 | 9:00-9:50 AM | C147/154

Join Duke Energy on this digital journey as they demonstrate how their digital teams and products connect with customers through flexible savings options and maintain active engagement throughout and beyond the enrollment process.


 

Customer engagement educational opportunities

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8:00 AM
  1. C1
    240 mins
    This Utility University course is open to any attendee with an all-access or utility all-access badge. These courses are first come, first served onsite in Dallas, however, pre-registration is still r …
10:00 AM
  1. C144/ 145
    50 mins
    In this session, experts explain foundational considerations for utilities seeking to level-up their customer service experience with data from across their organization, using assistive and autonomou …
  2. C147/ 154
    50 mins
    The impact of electrification on distribution systems is only part of the new load growth equation. While these loads are somewhat flexible, utilities in many regions of the country are also facing re …
10:15 AM
  1. Technology and the Energy Transition Knowledge Hub- Booth #7121, Exhibit Floor
    30 mins
    Take aways: Discover why having an all-in-one customer solution will help utilities best achieve their VPP goals, especially when it comes to customer engagement and participation Dive into a real-wor …
11:00 AM
  1. C1
    50 mins
    Residential customers with a 100-amp service who are considering the purchase of an EV often trigger distribution service panel, wire, and transformer upgrades. The costs of these upgrades can amount …
  2. C155
    50 mins
    Smart cities will require a significant build-out of electrical infrastructure to support the demand for low-carbon and reliable electricity. In doing so, electric utilities will need to balance requi …
  3. C144/ 145
    50 mins
    Southern Company is revolutionizing customer engagement by leveraging generative AI and machine learning through an innovative customer lakehouse to develop a comprehensive 360-degree view of customer …
4:15 PM
  1. Innovative and Emerging Technologies Knowledge Hub- Booth #4733, Exhibit Floor
    30 mins
    When Enel X shut down its network, customers with JuiceBox chargers were left stranded, facing significant efforts to replace or reconfigure their systems. This disruption could have been avoided if t …
  2. Resiliency Knowledge Hub- Booth #1001, Exhibit Floor
    30 mins
    Learn how PG&E is at the forefront of innovation by integrating Augmented Reality (AR) into its operations for the 10K Underground Program. Discover how AR is not only accelerating project timelines b …
9:00 AM
  1. C147/ 154
    50 mins
    As part of a comprehensive strategy to fulfill the objectives outlined by the North Carolina Carbon Plan, Duke Energy has crafted a suite of digital self-service tools. These tools are designed to pro …
  2. C144/ 145
    50 mins
    With ambitious net-zero targets, the global energy transition is reshaping load and generation. Regulatory pushes in key countries have fueled rapid growth of DERs, while increasing data center demand …
  3. C3
    50 mins
    As electric vehicles reach mass-market adoption, the industry is at a critical point of addressing the current barriers and challenges associated with managed charging and vehicle-grid integration (VG …
10:00 AM
  1. C144/ 145
    50 mins
    Nova Scotia Power and Public Service Company of New Mexico (PNM) are both turning to time of use (TOU) or Time of Day (TOD) rates and AI-enabled solutions and analytics to bridge the gap between custo …
  2. C147/ 154
    50 mins
    In the face of unprecedented growth experienced by Georgia Power, the importance of seamless communication and collaboration across transmission and distribution organizations cannot be overstated. As …
10:15 AM
  1. Grid Edge Technologies Knowledge Hub- Booth #2041, Exhibit Floor
    30 mins
    Join us to learn how to boost customer satisfaction and make the most of your grid investments. We'll highlight the elements of a winning customer engagement and services roadmap, with tips you can st …
1:00 PM
  1. C156
    50 mins
    In this session, Exelon will explore how its award-winning analytics team is pioneering the use of generative AI technology to materialize novel capabilities across various organizational functions wi …
2:00 PM
  1. Digitalizing the Grid Knowledge Hub- Booth #5558, Exhibit Floor
    30 mins
    In this session, National Grid will share highlights from the recent AMI 2.0 meter rollout in New York and Massachusetts and the benefits already being realized from meters, including their work with …
  2. C146
    50 mins
    Artificial intelligence and machine learning are being used at Con Edison to withstand the challenges of weather events and their increasing severity across their service territory. Utilizing historic …
10:00 AM
  1. C142
    50 mins
    Southern California Edison conducted an extensive market assessment in 2023 to benchmark the current state of AMI technology and emerging technology trends. Based on research it was determined current …
11:00 AM
  1. C142
    50 mins
    Advanced metering infrastructure (AMI) 2.0 is the next wave of smart metering that promises to transform how utilities and customers interact and benefit from energy data. However, the path to AMI 2.0 …

 

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