Keynote – Data-Driven Decision Making, Customer-Focused Policies, and Executive Buy-In: The Journey of Tucson Electric Power

Discover how Tucson Electric Power (TEP) navigates the dynamic energy landscape by leveraging data-driven decision making, prioritizing customer-centric initiatives, and improving outage communications. Learn from TEP’s successful efforts to remove credit card fees, engage leadership, and foster a culture of continuous improvement. Gain valuable insights into building a successful, data-driven utility and driving innovation in the industry. Join this must-attend session to understand TEP’s approach, benefit from their experience, and enhance your understanding of the evolving energy sector.


Lynne Petersen, Sr. Director Customer Experience and Customer Care

Lynne Petersen assumed the role of Sr. Director, Customer Experience for Tucson Electric Power in February 2020. Lynne oversees the teams dedicated to customer satisfaction, improving the customers’ journey, and business development for the UNS companies. This includes the contact center, billing, remittance, credit, collections, special plans, account management, economic development, customer research, emerging technology and innovation, and program management for energy efficiency, demand side management, renewables, distributed generation, and beneficial electrification. She is responsible for customer advocacy and bringing a customer centric lens to the table as key decisions are analyzed and made. Joining UniSource Electric, another UNS company in Arizona, in 2015 Lynne has served most recently as Director and previously as Senior Customer Relationship Manager, strengthening relationships with key business customers, collaborating with community leaders and driving towards greater organizational excellence.


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