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As customer expectations evolve, utilities are reimagining engagement through digital platforms, personalized communications, energy programs, and equity-focused solutions. This track highlights how utilities build trust, improve satisfaction, and deliver value while addressing the diverse needs of customers. Learn how data, technology, and human-centered design strengthen utility-customer relationships.
Core Concepts Discussed
- Customer-centric utility model
- Energy equity and access
- Personalization of services
- Proactive outage communication
- Community trust building
- Engagement in clean energy programs
- Education on energy efficiency and electrification
- Digital-first customer experiences
- Multi-channel communications strategy
- Behavioral energy insights
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Customer Engagement Educational Opportunities
10:00 AM
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In today’s utility environment, affordability is one of the most urgent and visible drivers of customer trust, satisfaction and demand behavior. Yet many organizations still approach it as a collectio …SpeakersChairperson
11:00 AM
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Keeping Electricity Affordable – Balancing Reliability, Resilience, and Cost in a High-Growth Era While there is broad consensus on the critical need for affordable electricity, utilities recognize th …Speakers
9:00 AM
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FortisAlberta, a Canadian utility recognized with Electricity Canada’s Centre of Excellence Award for its solar interconnections process solution, will share how it modernized its customer portal and …Speakers
11:00 AM
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When a line of severe storms tears across southeastern Wisconsin after midnight, or when wildfire conditions force a Public Safety Power Shutoff in San Diego County, the first thing hundreds of thousa …Speakers
9:00 AM
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During outage events, customers often have valuable real-time information about field conditions, yet utilities have traditionally relied on phone calls and manually reviewed reports to understand wha …Speakers
10:00 AM
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Delivering electricity across a service territory that has an estimated population of 14 million people and spanning more than 54,000 square miles, Oncor operates the largest pure-play wires utility i …Speakers
2:00 PM
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Customer engagement has long been "table steaks" for utilities, but today, the stakes have never been higher, particularly as AMI modernization, distributed energy resource growth, and affordability p …Speakers
3:00 PM
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Advanced Metering Infrastructure (AMI) investments have significantly increased data availability across utilities, yet many organizations continue to rely on these systems primarily for billing, leav …
10:00 AM
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Utilities and states are investing billions in incentives for heat pumps, EV charging, panel upgrades, and weatherization — counting on those programs to drive efficiency and decarbonization. Yet many …
