Panel Discussion: Charting the Future of Utility Customer Care
Delivering top-tier customer service is more challenging than ever. Customers are demanding contactless, personalized experiences. Employees want flexible scheduling models. Executives expect increased efficiency and cost savings. Utilities have responded by retraining agents, streamlining processes, and investing in new tools and technologies. Panelists will share their recent successes and discuss new initiatives to improve customer service through automation, innovation and employee engagement.
Moderator: Chris Hellmann
Research Manager, Chartwell, Inc.
Chris is Chartwell’s Research Manager responsible for the Customer Experience Leadership Council. In this role he helps with content development of the council’s monthly calls, conducts utility industry research with a focus on customer service and acts as liaison between member utilities to assist key stakeholders. Chris joined Chartwell in early 2021, with a customer experience and insights background in the automotive, primary research supplier and consumer packaged goods industries.
Panelists:
Denise Richerson
Director of Customer Care and Customer Experience, Tucson Electric Power
With more than 20 years utility experience, Denise is a proven leader in energy efficiency programs, renewable resource development, customer care and billing operations and customer experience strategy. She also has previous management experience in both pricing and regulatory roles at TEP. A true customer champion, Denise and her teams integrate actionable strategy and tactics to reduce customer effort, increase customer satisfaction and loyalty and create a strong ROI for both the customer and the company.
Rob Globocki
Director, Customer Care, Hydro One
With close to 25 years of service at Hydro One, Rob is a committed leader with a focus on enhancing the customer experience and continuous improvement that benefits customers, the team and the business. Rob’s current Customer Care team of over 400 staff has accountability for all customer interactions, management of customer accounts and back-office support and excellence activities.
Amanda Brittingham
Director, Customer Care, Ameren Missouri
Amanda Brittingham has over 33 years in the electrical energy industry, serving as the Director, Customer Care at Ameren Missouri since July, 2021. Prior to joining the Customer Care team, Amanda served in the role of Division Director at Ameren Missouri. Before this position, Brittingham served as Superintendent of Division Operations. She has also held leadership roles in Labor Relations and Supply Chain Operations and recruited skilled craft talent.
