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.


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.

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 begin introducing this year's impressive group of conference speakers. Click on a speaker's headshot to have their session description open in a new tab.
Brian Lewis
Executive Director of Customer Operations, Consumers Energy
DeAnna Hardwick
Vice President Customer Success, CPS Energy
Gail Verderico
Marketing and Digital Communications Project Manager, Southern California Edison
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 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
Mark Krieger
Director of Projects & Support, Customer Operations, Consumers Energy
Monica Whiting
Vice President, Customer Experience, and Chief Customer Officer, Arizona Public Service
Raymond Joseph, MBA
Billing Delivery Operations Section Manager, Con Edison
Ryan Saiz-Buchanan
Technical Program Manager, Customer Interconnection Department, PNM
Scott Draeger, M-EDP
VP Customer Transformation, Quadient
Stefanie Pritchard
Strategy & Support Manager, Customer Operations, Consumers Energy
Susan Gray
President & CEO, UNS Energy and Tucson Electric Power

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

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