Panel Discussion: Charting the Future of Utility Customer Care


Delivering top-tier customer service is more challenging than ever. Customers are demanding contactless, personalized experiences. Employees want flexible scheduling models. Executives expect increased efficiency and cost savings. Utilities have responded by retraining agents, streamlining processes, and investing in new tools and technologies. Panelists will share their recent successes and discuss new initiatives to improve customer service through automation, innovation and employee engagement.



Denise Richerson

Director, Customer Care/Experience, TEP


Rob Globocki

Director, Customer Care, Hydro One