Effective Customer Communication Strategies: Navigating Rate Increases and Promoting Understanding of Time-of-Use Rates

Join a panel of utility experts in a thought-provoking discussion on how to effectively communicate with customers about rate increases, time-of-use rates, and other rate-related topics. As utility rates continue to rise, it is crucial to address customer concerns and provide transparent information to maintain customer satisfaction. In this session, industry leaders will share best practices and strategies for fostering open dialogue and promoting understanding among residential and business customers. Explore innovative approaches to communicate the reasons behind rate increases, the benefits of time-of-use rates, and other rate-related initiatives. Gain insights into tailored communication techniques, leveraging digital platforms, customer education programs, and proactive outreach to ensure customers are well-informed and empowered to make informed decisions. Join us to learn from experts in the field and gain practical insights to enhance customer communication and satisfaction amidst evolving rate structures.


Steve Waters, Director of Councils, Chartwell, Inc. 



Ed Baker, Director of Communications, Arizona Public Service

Ed has over 20 years of experience in and around the utility industry, serving stints as a utility reporter, web developer and UX specialist, communicator, and leader through three rate cases. He currently serves as APS’s External Communications Director overseeing media relations, marketing, communications technology, corporate communications, events, and the company’s print shop.  

Rob Rohr, Billing Manager, Alectra Utilities

Rob Rohr is a forward-thinking professional with a B.Math, Honors Computer Science. Currently serving as the Billing Manager at Alectra Utilities Corporation, Rob oversees operations for over 1 million electric and water customers in Ontario. His expertise has been instrumental in major projects, including the successful adoption of water billing, implementation of Advanced Metering Infrastructure (AMI) and merging multiple CIS systems. Rob’s passion for innovation drives him to continuously elevate utility services and customer experiences.

Jackie Robinson, Director of Customer Experience, DTE Energy

Jacqueline Robinson is the Director of Digital Experience for DTE Energy. This role combines her passion for improving the customer experience and using data to drive decisions.  Jacqueline holds a bachelor’s degree in aerospace engineering from the University of Michigan and a master’s degree in engineering management from Rensselaer Polytechnic Institute.  She lives in Sterling Heights, Michigan with her husband, son, and Doberman. 


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