Executive Panel Discussion: Rethinking the Future of Customer Experience

Executive Panel Discussion: Rethinking the Future of Customer Experience

The world has changed as lockdowns, economic uncertainty, and health worries continue to reshape customer behavior. Some experts argue that now is the time for utilities to invest in the data, systems and technology required to deliver exceptional customer experiences.

This panel of industry leaders will share how their organizations are thinking strategically to adapt as the pandemic and markets evolve, while keeping employees and customers safe and engaged. 


Panelists: 

Laura Gillham, Vice President of Communications, Nova Scotia Power 

Laura joined Nova Scotia Power in March 2018. In her role as VP Communications, Laura is responsible for stewarding the brand and customer experience strategy which includes accountability for overall marketing and communications. An accomplished marketer, Laura has more than 25 years of experience and proven results in building and marketing some of Canada’s favorite brands. Laura held executive marketing and sales roles with both Cineplex Entertainment and Empire Theatres from 2008 to 2016 where she focused on elevating the brand and guest experience. She spent 10 years in senior brand marketing and customer roles with Coca-Cola Ltd with both local and national oversight and five years with Loblaws, as Marketing Manager for Atlantic Canada. Laura lives in Halifax with her husband and three children where she has been an active volunteer, board member and fundraiser.  Laura holds a Bachelor of Commerce, with a major in Marketing, from Mount Allison University and a Bachelor of Public Relations from Mount Saint Vincent University. 

Kevin Kastner, Vice President of Customer Services, Georgia Power 

Kevin Kastner serves as vice president of Georgia Power Customer Services. He is responsible for enhancing and improving Georgia Power’s customer experiences across all channels. He also oversees various related departments and functions such as Customer Satisfaction, the company’s Customer Care Center, and Customer Operations and Field Services, among others for the entire state. Kastner was named to his current role in November 2017 after serving as director of application development where he and his team were responsible for all technology strategy, support and operations for Customer Service and Marketing for Southern Company’s electric utility companies serving more than 4.6 million customers. He began his career at Southern Company in 2003 within SCS New Product Development and had increasing levels of responsibility in Customer Analytics, Strategic Marketing, E-Business, Customer Service and the Technology organization. His department was responsible for launching the Online Customer Care Website, the Social Media Center and the chat feature as a new customer service channel.  A native of Georgia, he earned an MBA of marketing strategy and decision sciences from Emory’s Goizueta School of Business and a bachelor’s degree in Mechanical Engineering and minor in Industrial Psychology from Georgia Tech. Kastner holds two patents, more than 10 trade secrets, and more than 100 invention disclosures. 

Sean Vanslyke, CEO and GM, SEMO EC 

Sean Vanslyke is head coach and CEO/GM of SEMO Electric Cooperative and GoSEMO Fiber. With more than 30 years in leadership, his focus is on making other people’s lives better through change management. Sean is a graduate of the NRECA Robert I. Kabat Management Internship Program. He holds a bachelor’s from Missouri Southern State University and a master’s from the University of Illinois/Springfield. Sean is the president of the Missouri Institute of Cooperatives and is a past board member of Touchstone Energy Cooperatives. More importantly, he is a dad and a grandpa.