EMACS 2022

Agenda Highlights

View Our Current Agenda Highlights Below

KEYNOTE – Digital Dos and Don’ts: A Guide to Creating Easy, Exceptional Experiences
Keynote speaker Jeff Lojko will share his passion for creating exceptional experiences through understanding customer goals and building innovative solutions that deliver more value, reduce effort,…
KEYNOTE: Transforming the Customer Experience
Join Keynote Speaker Melissa Seixas, State President of Florida at Duke Energy, to take a look at strategies that transform the customer experience in a rapidly…
KEYNOTE – Leveling Up for the Future: Hydro One’s Energy Transition Journey
During this keynote presentation, learn how Hydro One is embracing new opportunities to engage customers, build trust and create additional value on this energy transition journey.
Executive Panel: Leading Foundational Change
Panelists will share their strategies, successes and lessons learned on understanding what matters most to customers.
Driving Innovation and Digital Adoption Across Billing and Payment Channels
Panelists will share their recent successes and long-term strategies in the face of a challenging economy and ongoing digital transformation.
Con Edison Adds Credit Card Payment Option to Field Services
Learn how Con Edison is overcoming logistical challenges through employee and customer feedback and system integration and get a sneak peek at the utility’s initial results,…
From Customer Segmentation to Success: Tips, Tools, and New Tech
Attend this panel discussion with Entergy, TECO and Duquesne Light Company to learn about how to know your customer on an individual level, build and improve…
Utility Survey Says: Your #1 Rated Customer Journey Lasts Only Seconds Each Month
Join InvoiceCloud to learn what true SaaS is and how can you avoid faux, “cloudwashed” solutions as well as why SaaS is the key to easy,…
Community Impact – Grounding Customer Experience in Equity and Justice
Join ICF to learn how investing in equitable customer experiences can strengthen communities, develop stronger relationships with customers, and drive meaningful results to the business.
Strengthening Customer Relationships and Value Through High-Performance Programs
Join Dwight Scruggs, from Cinch Home Services, to understanding the emerging needs of customers, key benefits of turnkey solutions through partnerships, and notable “must haves” for…
Optimizing CX VoC Data Through Customer Transaction Surveys and Industry Benchmarking
Join us to learn about a new Chartwell industry survey that will help you understand how your customers feel about power outages they actually experienced and…
Exelon Offers Seamless Hand-off from IVR to Web for Payment Arrangements
Attend this session to learn how Exelon has reduced the customer effort required to switch between channels by removing a login barrier that typically saw up…
From Challenges to Solutions: Chartwell’s Networking Roundtables
Pose your questions, share proven solutions, exchange business cards, and build your network during this fast-paced roundtable event.
New Customer Focus Helps Hydro One Boost Satisfaction, Efficiency
Attend this session to learn how Hydro One achieved a 25% increase in CSAT, 12% improvement in call handle time, 50% of staff upskilled to improve…
ComEd Adds Videos to Reliability Reports to Communicate about Grid Reliability
Attend this session to learn how ComEd used personalized videos to communicate electric grid reliability.
PECO’s Meter Defender Discourages Electronic Theft and Accelerates Revenue Recovery
Attend this session to learn how Meter Defender, launched in 2021, enabled PECO to drive a 425% improvement in returning repeat theft accounts to active billing…
Transforming CX While Reducing O&M at Evergy with Conversational AI
Join Interactions and leading utility provider, Evergy, to hear how you can improve customer experience by enhancing self-service opportunities, and reduce complex calls like start/stop transfer…
Roadblocks Ahead—Mapping Digital Journeys with Waze-Like Wisdom
Join Message Broadcast as they sit down with Con Edison and share techniques to navigate the road ahead, overcome obstacles and achieve predictable CSAT improvement.
Mastering Outage Messaging
During this panel discussion, industry leaders will discuss how they have used research and customer feedback, improved processes, and leveraged effective delivery technology to communicate across…
Why Bill Assistance and Community Support (among others) are Key to Customer Trust
Mower shares insights from National Grid and FirstEnergy, who’ve focused on tangible customer programs and employee stories to drive positive customer sentiment and address what customers…
Con Edison’s Virtual Assistant Empowers Self-Service Transactions
Attend this session to learn how Con Edison's Award-Winning chatbot, named Watt, has reduced CSR calls as it provides them with frontline customer support that automates…
Get Shift Done: Revolutionize EV Load Shift and CX with Analytics
Join Bidgely to learn how customer-centric AI brings together customer engagement, grid management, and business analytics to drive key outcomes.