October 26 - 28, 2021 | Virtual |

24th ANNUAL EMACS - The Customer Experience Conference

Same conference. Same content. Same dates. New virtual home!

After much consideration, we are excited to share we’re taking EMACS virtual this October!

This will allow us to expand access to our sessions and reach even more of you with the content you need now—all while doing our part to keep our community safe. We remain committed to bringing together utility professionals to present top-of-mind challenges facing the industry.

If you are interested in purchasing an Enterprise Pass for EMACS 2021, please fill out the request form here


We are pleased to share agenda highlights and session descriptions for EMACS 2021. Keep checking back for updates!

Keynote: Leadership During Transformative Times: A Personal Journey
Learn leadership lessons and more from keynote speaker Susan Gray, President & CEO of UNS Energy and Tucson Electric Power, as she shares about her personal…
Con Edison Bill Redesign Exceeds Customer Expectations, Decreases Operational Costs
2021 Chartwell Gold Award Winner, Billing & Payment Programs
CPS Energy Mobilizes Staff for Proactive Customer Outreach
2021 Chartwell Special Award Winner, COVID-19 Response
Panel Discussion: Digital Channels: Strategies, Challenges and Opportunities
Panelists will share their strategies for avoiding potential pitfalls, discuss their recent successes and identify new opportunities for delivering a seamless, tailored digital experience.
Panel Discussion: Charting the Future of Utility Customer Care
Panelists will share their recent successes and discuss new initiatives to improve customer service through automation, innovation and employee engagement.
Executive Panel Discussion: Building an Agile, Innovative, Customer-Centric Culture
Panelists will share their recent successes, insights into the challenges ahead and strategies for keeping the customer first and foremost across the organization.
Consumers Energy Provides $12 Million in Payment Assistance through Cross-functional Effort
2021 Chartwell Special Award Winner, COVID-19 Response
Consumers Energy’s IVR Enhancements Increase Self-service Transactions, Decrease Utility Costs
2021 Chartwell Gold Award Winner, Customer Service
Moments of Truth: Resolving Customer Pain Points through Journey Mapping
Learn how to incorporate journey mapping into your CX ecosystem to identify customer expectations, effort, emotions, pain points, and more.
PNM Increases CSAT with Upgraded New Service Application Process
2021 Chartwell Gold Award Winner, Digital Experience
SCE’s Charge Ready Transport Program Simplifies Fleet Electrification Messaging
2021 Chartwell Gold Award Winner, Program Marketing
Austin Energy Helps Drivers Say Goodbye to Gas-Powered Vehicles
2021 Chartwell Gold Award Winner, Customer Communications
Deliver Amazing CX on Your Best and Worst Days
In this session, you will learn how to deliver amazing CX, even in tough situations.
EFI, Fannie Mae & Google Partner to Help Hard-to-Reach Audiences Save!
Learn how EFI, Fannie Mae & Google were able to increase engagement and utility marketplace activity within the low to moderate income segment.
Puget Sound Energy Reimagines the Customer Payment Experience
2021 Chartwell Bronze Award Winner, Billing & Payment Programs
How to Use Interactive Content to Engage Utility Customers
In this session, learn how to use interactive content to build relationships, tips for creating and producing interactive content, and examples of common interactive content types. 
2022 Utility Marketing Must-Dos and How to Drive Measurable Results
In this session, we’ll show you how to reach your customers with proven messaging and tactics that will yield a meaningful return on your investment.
Boosting CSAT Scores | What If It Were Simple?
In this session, hear how Message Broadcast and Duke Energy partnered together to enable Piedmont Natural Gas to accelerate a 10-point CSAT jump in 2 months. 
Customer-Centric Payment Innovations: The Right Digital Tools to Bring Revenue in Faster
This session explores how utilities have incorporated emerging digital bill payment methods while also supporting customers who need financial flexibility now, and in the future. 
Stop (Before) Payment: Customer Verification is Critical Before Sending Digital Refunds and Rebates
Learn about the advantages of digital rebate and refund payments, as well as guidance on how to screen and verify your customers before sending funds out. 
NiSource Increases eBill Enrollment with Incentive Campaign
2021 Chartwell Silver Award Winner, Billing & Payment Programs
Keynote: A Path Forward: Adapting Strategically to Our Changing Future
Learn about Manitoba Hydro's virtual and Voice of the Customer successes to date, and how these initiatives help the utility better serve its customers.
A Utility’s Guide to Pre-Pay Energy Programs
Join KUBRA as we share our complete guide to pre-pay energy programs to find out if pre-pay is the right solution for your utility and customers.  
Leveraging Automation and Personalization for Customer Rate Plan Choice
Learn how Hydro Ottawa implemented an automated, self-serve solution while adhering to regulatory requirements and enhancing the customer experience.
Executive Perspectives from NiSource and Bidgely on Delivering a Dynamic Customer Experience
During this session, senior leaders from NiSource and Bidgely will discuss the best ways to implement new technologies, the importance of collaboration and future challenges facing the industry. 
Understanding our Customers – Journey Mapping and Customer Segmentation
Please join us to learn how Exelon Utilities is developing customer segments and journey mapping to allow more direct communications and more efficient interactions.
Keynote Discussion: Think Fast, Innovate Faster: Trends, Tips and Tools to Succeed Post-Pandemic 
During this keynote session, Chartwell will share its latest research on utility customers’ expectations and preferences.

Chartwell's 2021 Best Practices Awards

The original awards of their kind for utilities, Chartwell’s Best Practices Awards recognize excellence among electric and gas utilities with respect to projects, programs and service initiatives.

The 2021 Chartwell Best Practices Awards in Billing & Payment, Communications, Customer Service, Digital Experience, Program Marketing, and People’s Choice – Video will be presented virtually at EMACS – The Customer Experience Conference, Oct. 26-28.

Gold winners will receive the honor of presenting on their award-winning program at the conference. Congratulations and thank you to all who participated!


We are excited to introduce this year's impressive group of conference speakers. Click on a speaker's headshot to have their session description open in a new tab.
Abhay Gupta
Co-Founder & CEO, Bidgely
Alex Chiang
VP Customer Solutions & Experience, Manitoba Hydro
Amanda Brittingham
Director, Customer Care, Ameren Missouri
Barbara Zickler
Regional Sales Director, Paymentus
Bill Joiner
Chief Strategy Officer, Message Broadcast
Brian Lewis
Executive Director of Customer Operations, Consumers Energy
Brian Lindamood
VP, Marketing and Content Strategy, Questline
Chris Hellmann
Research Manager, Chartwell, Inc.
Christian Griffin
Director of Marketing, NiSource
DeAnna Hardwick
Vice President Customer Success, CPS Energy
Denise Richerson
Director of Customer Care and Customer Experience, Tucson Electric Power
Gail Verderico
Marketing and Digital Communications Project Manager, Southern California Edison
Hanna Balla
Director of Customer Experience, NiSource
James Perez
Product Owner, Digital Experience, Piedmont Natural Gas, Duke Energy
Jennifer Montague
Senior Vice President and Chief Customer Officer, NiSource
Jim Pratt
Chief Customer Executive, Salt River Project
John Bord
Manager of Customer Experience, Tucson Electric Power
Jon Clark
Director of Revenue Operations, Customer Operations, Consumers Energy
Jonathan Coons
Director of Marketing, EFI
Jonathan Feld
Billing & Payments Project Manager, Con Edison
Karen Sparkman
Vice President, Customer Experience, Tampa Electric and Peoples Gas
Karl Popham
Manager, Electric Vehicles & Emerging Technologies, Austin Energy
Kristina McClenahan
Product Development Manager, Puget Sound Energy
Lisa Gearhart
Director, Customer Experience Strategy & Solutions, Arizona Public Service
Mahala Johnson
Head of Product Management, ACI Worldwide
Mark Krieger
Director of Projects & Support, Customer Operations, Consumers Energy
Raymond Joseph, MBA
Billing Delivery Operations Section Manager, Con Edison
Richard Pickering
National Executive, KUBRA
Rob Globocki
Director, Customer Care, Hydro One
Ryan Saiz-Buchanan
Technical Program Manager, Customer Interconnection Department, PNM
Scott Draeger, M-EDP
VP Customer Transformation, Quadient
Scott Johnson
Vice President, Chartwell, Inc.
Seb Oran
Director, Customer Service, Hydro Ottawa
Sheenam Arora
Director of Customer Technology, Salt River Project
Sid Arigapudi
Director of Digital Experience, DTE Energy
Sonia McCollum
Digital CX Manager, Southern Company
Stacey Bailey
Vice President, Chartwell, Inc.
Stefanie Pritchard
Strategy & Support Manager, Customer Operations, Consumers Energy
Stephanie Crockett
President and Chief Operating Officer, Mower
Steve Waters
Senior Consultant, Chartwell, Inc.
Susan Gray
President & CEO, UNS Energy and Tucson Electric Power
Tim Krall
Director, Customer Analytics, Exelon
Tim Melton
Manager Customer Commitment, Louisville Gas & Electric and Kentucky Utilities
Vince Faherty
Head of Energy Marketplace Partners, Industry Partnerships, Google

Request an Enterprise Pass

We are pleased to offer an option that will allow everyone at your utility to attend EMACS for one low price. For utility companies that wish to purchase an enterprise pass to the EMACS 2021 virtual conference, please fill out the below form and we will be in touch with you shortly to finalize your purchase.


    2021 Event Sponsors

    Sponsor EMACS 2021






    Chartwell Membership

    Chartwell’s solutions can help your utility identify strategies to impact customer experience and operational efficiency. Chartwell’s Premier Membership provides timely and actionable benchmarks and insights, proven go-to-market strategies from leading utilities, and the support of our team of analysts. Our Leadership Councils provide a deep network of industry leaders who collaborate regularly on critical issues, sharing perspectives, advice, and solutions.

    Learn more about Membership