Executive Panel Discussion: Building an Agile, Innovative, Customer-Centric Culture


In many ways the COVID crisis continues to bring out the best in the industry, accelerating digital initiatives and pushing utilities to become more agile, innovative, and resilient. Clear communication with customers and employees along the way is essential. Panelists will share their recent successes, insights into the challenges ahead and strategies for keeping the customer first and foremost across the organization.



Jim Pratt

Chief Customer Executive, Salt River Project

Jim has worked in the utility industry for 37 years.  He has previously held a variety of engineering and management positions relating to the generation, transmission, distribution, and grid modernization segments of SRP’s utility business.  He currently serves as SRP’s Associate General Manager of Customer Operations & Chief Customer Executive.  This role is responsible for delivering customer value to all of SRP’s water and power customers through our Water Services, Customer Services & Strategy, Customer Programs, and Distribution Grid Services operations. 


Monica Whiting

Vice President, Customer Experience, and Chief Customer Officer, Arizona Public Service

Monica’s responsibilities include leadership of customer experience, customer service operations, external communications, and marketing for Arizona’s largest electric company. She has nearly 30 years of experience in leading customer experience organizations including Tampa Electric and Peoples Gas, and Jacksonville Electric Authority.      


Karen Sparkman

Vice President, Customer Experience, Tampa Electric and Peoples Gas

Karen joined the company in 2017 and has played a key role in the transformation of the broader customer experience organization across contact centers, customer billing, credit and collections and payment operations. Previously, she led CX efforts at Snohomish County PUD and worked at Colorado Springs Utilities.