October 25 - 28, 2021 | The Sheraton at Wild Horse Pass | Phoenix, Arizona

24th ANNUAL EMACS - The Customer Experience Conference

EMACS is the Place to:
  • Stay Current: Our industry is changing faster than ever, and new products and techniques emerge every day. EMACS will help keep you ahead of the curve.
  • Make Valuable Connections: EMACS is the place to hear what others in our industry are doing and how they’re doing it.


We are pleased to present the 2020 EMACS agenda! Browse highlights below, and hover to click ‘learn more” for more details about each session.

Insight from Google: The Role Of Technology In Helping Customers During The Pandemic
Much has changed over the years to help simplify the user experience of customer program participation. The pandemic has created many new challenges as well as…
AEP’s Customer Experience Transformation: Thrilling Customers while Managing Costs
AEP’s five-year customer transformation roadmap, strongly focused on digital customer interaction capabilities, has helped the utility adapt to COVID-19’s impact on customers and employees. Learn how…
Strengthening Loyalty in the Digital Age 
Using insights from its 2020 Residential Consumer Survey, Chartwell will identify factors contributing to customer satisfaction, and offer steps to move the needle on awareness and…
Duke Energy’s Proactive Payment Arrangements Assist Customers During the COVID-19 Crisis
Amid the COVID-19 pandemic, Duke Energy was there to help its customers. The utility quickly partnered with a vendor to create customized digital offers, giving customers…
‘Powering Progress’: PSEG Takes Brand Perception to New Heights
PSEG Long Island, has steadily risen from the very bottom of the J.D. Power indexes, after taking over management of Long Island’s electric power system after…
Innovating the EV Game: National Grid’s Three-Pronged Approach to Successful Adoption
In this session you’ll learn how Mower and National Grid launched a holistic campaign resonating with all stakeholders: one that empowered businesses, exceeded customer expectations and…
PECO Enhances the Online Start, Stop, and Move Process with Data-driven Initiative
Learn about PECO's enhancement project which significantly increased online process completion rates and decreased calls and back-office work related to start/stop/move requests.
How to Refocus Call Centers on High-Value Touchpoints & Enable Next-Level Self-Service
Join this session with WillowTree to learn how voice technology aligns with customer needs and expectations, why the majority of voice developers are building it incorrectly,…
Gain 20/20 Vision of Your Customers’ Needs
The term 20/20 vision translates to understanding the evolution of marketing and ecommerce in 2020 and beyond. EFI will discuss the changes and challenges that inevitably…
BGE Dives Into Data To Reinvigorate an Energy Efficiency Program for Small Businesses
How do you turn around an underperforming program? BGE’s Small Business Energy Solutions Program was struggling to meet annual goals for participation and energy savings.
Leveraging Data & Analytics to Improve Customer Experience and Drive Efficiency
During this session, West Monroe Partners will highlight best practices and discuss how your utility can leverage data and analytics to focus on the customer, continuously improve operational efficiency, empower your workforce…
Entergy Shares How to Take the First Steps to Becoming an Agile Company
During this session, Entergy will cover the basics and provide attendees a roadmap to an “agile” future, drawing from the company's journey and successes.
Enriching the Customer Journey in Call Centers and Beyond with Artificial Intelligence   
Bidgely will share how its customers have realized the benefits of AI to focus their marketing and programing efforts, as well as the customer experience to…
Executive Panel Discussion: Rethinking the Future of Customer Experience
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…
Panel Discussion: COVID-19 Success Stories and Lessons Learned (So Far)
Panelists will discuss their successes, lessons learned and plans for what comes next.
Panel Discussion: How to Strengthen Employee Engagement in Your Company
Panelists will explore these opportunities in terms of strategies, resources and best practices for communications and engagement, providing insights for future success.
PSE&G’s Personalized Approach to Budget Billing
PSEG will review its progress in the wake of the pandemic and update attendees on plans to use personalized videos in other billing and payment areas.
TECO’s Customer Obsession Delivers Results
Learn how obsessing over your customers can transform culture and ignite change.
Digitally Transforming Key Customer Interactions: Xcel Energy’s Progress and Next Steps
Xcel Energy’s new Customer Experience Transformation Initiative brings together the people, processes and technology needed to deepen customer relationships and improve satisfaction in a changing industry.
Hydro Ottawa Shares How Shifting Digital Strategies Can Help You Succeed
Dan Seguin, Hydro Ottawa’s communications guru and host of the popular ThinkEnergy podcast, will share his insights into why live video will be a key battleground,…
‘Here to Help’: SRP Connects with Business Customers During COVID Crisis
SRP will discuss account managers’ virtual outreach among other efforts, along with preparations for lifting the payment protection moratorium.
Con Edison Embraces Immersive Training to Speed CSR Preparation, Realize Cost Savings
In 2019, the Customer Experience Center at Con Edison created the Immersive Training program to revolutionize training for customer service representatives.
Fast Forward: Improving Customer Experience
In this session with FiServ and Quadient, utility industry partners will share the latest consumer trends and highlight innovations, new tools and technologies that can help…
Southern Company Gas Shares How Integrating VOC Data Analytics Improves Customer Experience
In this session, learn the fundamentals for running a Voice of the Customer (VOC) program, how to align VOC with operational goals and metrics, and gain…
Improve the IVR Experience for Your Customers & Reduce Live Agent Costs at The Same Time
According to Neustar, your contact center is the frontline of customer experience. It is where problems are resolved, and customer satisfaction is earned.
The Value of Empathy: Social Alignment of Utility Centric Mobile Experience
Message Broadcast will detail how leading utilities are transforming their mobile experience to drive desired behaviors, significantly increasing enrollment, performance and satisfaction.  
Making Life Easier in Uncertain Times: Personalized Payment Options and Customer Move Services
Utilities are rethinking and restructuring how they interact with their customers. Industry partners KUBRA and Kandela, A Porch Company will discuss how new technologies can help…
Roundtable Discussion: Improving CX through Digital Transformation and Self-Service for Utilities
Join Interactions and leading utility provider, TXU, for an open conversation about the power of Conversational AI. **Pre-registration is required.**
Con Edison Improves Preemptive Shutoff Communications
After a heatwave in the summer of 2019 set off emergency power shutoffs in Brooklyn, Con Edison received a massive wave of customer complaints. Con Edison’s…


This year’s presenters will represent a combination of real-life experience, technical expertise and forward-thinking strategies related to improving the customer experience.
Susan Adam
Manager, Customer Solutions, Entergy
Kevin Alexander
Market Research Analyst, Duke Energy
Ed Anderson
Sr. Manager of Call Center Technology, TXU
Aaron Berndt
Head of Energy Industry Partnerships, Google
John Bord
Manager of Customer Experience, Tucson Electric Power
Suzanne Brienza
Director of Customer Experience & Utility Marketing, PSEG
Laurie Busacca
Section Manager, Con Edison
Katherine Cheney
Senior Market Research Analyst, Duke Energy
Ariella Cohen
Product Owner of Clean Transportation, National Grid
Jonathan Coons
Director of Marketing, EFI
Melissa Cosby
Director, CE Strategy & Service Excellence, Tampa Electric & Peoples Gas
Stephanie Crockett
Executive Vice President, Managing Director, Mower
Cameron Cross
Senior Manger of Data & Engineering, West Monroe
I.S. Dunklin
Director, Data Analytics and Research, Chartwell, Inc.
Judy Farnam
Manager of Customer Service, Ameren Missouri
Tomaso Gianelli
Senior Manager, Business Customer Division, Southern California Edison
Tony Gardner
Vice President, Customer Experience, CenterPoint Energy
Laura Gillham
Vice President of Communications, Nova Scotia Power
Phil Gray
EVP of Corporate Development, Interactions
John Hoggard
Principal, Global Utilities, Quadient
Chris Jackson
Manager, Billing Support Services, JEA
Shaun Jackson
SVP Marketing, KUBRA
Bill Joiner
Chief Strategy Officer, Message Broadcast
Jennie King
Director, Strategic Energy Management, Salt River Project
Tom Kirkpatrick
Senior Vice President and Chief Customer Officer, American Electric Power
Varun Nagaraj
COO, Bidgely
Matthew Neagle
Chief Operating Officer, Porch
Natalie Piontek
Manager of Inclusion and Employee Engagement, LG&E/KU Energy
Megan Scheller
Senior Director of Customer Experience and Brand Strategy, Xcel Energy
Alex Schott
Director of Customer Communications, ONE Gas
Dan Séguin
Director of Communications, Hydro Ottawa
Edward Stephens
Manager of Projects and Analytics, PECO
Nicole Swan
Manager of Billing Operations, PSE&G
Rob Taylor
Senior Advisor Billing, Payments and Communications , Fiserv
Jamie Timm
Partner & VP of Program Management, WillowTree
David Trias-Jordan
Supervisor, Central Customer Experience Day Center, Con Edison
Sean Vanslyke
Dylan Walko
Business Support Specialist, PSE&G
Amber Williams
Senior Marketing Specialist, BGE
Doris Yon
Manager, VOC Strategy and Solutions, Southern Company Gas
Mitch Young
Executive Director of Identity Risk Solutions, Neustar

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