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Next-Gen Outage Solutions: Harnessing AI and Machine Learning for Communications and Restoration
AI and machine learning are changing the way utilities predict, manage, and communicate about service outages. Join us for a dynamic panel discussion with leading utilities in this space. Panelists will explore how their utilities are utilizing advanced analytics to predict weather impacts, enabling efficient resource deployment and accurate restoration estimates; build cloud-based tools that integrate infrastructure visuals with real-time weather data for proactive outage management and wildfire mitigation; and use automated outage restoration prediction processes using custom machine learning models to increase the accuracy of estimated times of restoration times and completely removed humans from processes to generate those estimates.
Panel Moderator:
Tracie Boutte, Executive Advisor, Chartwell, Inc.
Tracie L. Boutte currently serves as an Executive Advisor to Chartwell Inc. Before retiring from a 36-year career at Entergy Services, Inc., Ms. Boutte served in numerous executive roles including her most recent role of Vice-President of Customer & Business Operations where Boutte served as a key customer leader responsible for driving the evolution and transformation of Entergy’s Utility Customer Centric vision, strategy, and business priorities. As the Vice President of Customer Experience, she led the development and implementation of Entergy’s first customer experience practice including the focus on the customer’s end-to-end journey, voice of the customer research, customer data and analytics, design, development and promotion of customer products/services and customer channel management/migration to the digital experience. The new customer experience practice involved Boutte and her team to engage daily with cross-functional stakeholders in five operating companies to drive effective execution and consistently positive customer experiences. Boutte focused on influencing business leaders to effectively drive the business, engage the workforce, while keeping the customer front and center.
Additional executive leadership roles held by Ms. Boutte included the Customer Officer of the Incident Command team for Emergency Management, Vice-President Retail Strategic Planning, Vice President of Gas Distribution, and Vice President of Regulatory and Government Affairs.
Panelists:
Robert Globocki, VP, Customer Experience and Billing Operations, Hydro One
Rob has a passion for winning with people and delivering results for business, customer and team with over 26 years of strong results in the energy industry and customer care business. His style is one that works collaboratively with those around him, while leading with strategy, creativity and a desire to make things better. From major operational and system overhauls, to complete team transformations, he has had a lead role in them all, seeing them to success, from concept to launch.
As the current leader of the Customer Experience and Billing Operation area, with 500 amazing employees on his team, he recently led the repatriation of the outsourced operation back into the Hydro One family. Since then, the area has seen historical highs in customer satisfaction and cost savings.
Rob is 5-time President’s Award winner at Hydro One, recognized for innovation, problem-solving and my ability to lead a team to successful execution, delivering best-in-class results.
Nicholas Cross, Director of Customer Analytics, Consumers Energy
Nicholas Cross is a Western Michigan University grad, where he studied Electrical and Computer Engineering and Mathematics. Nicholas has been with Consumers Energy for 13 years and have worked on projects ranging from System Control and Grid Modernization to Storm Restoration management and predictions. Today, he is the Director of Customer Analytics, supporting all things Customer Operations and Customer Experience as they strive to streamline processes and serve the customer better every day.
Andrew Barrington, Products and Services Manager, Avista
Andrew joined Avista Corporation in 2022 as a Products and Services Manager with direct responsibilities in Unplanned Outages, Energy Management Tools and Billing & Payments. Prior to joining Avista Corp. Andrew accumulated 12 years of experience in diverse leadership positions, focusing on enhancing services, managing operations, driving innovation, and ensuring exceptional customer service.
Andrew earned a bachelor’s degree in Workforce Education and Development from Southern Illinois University in 2014 and completed his Master of Business Administration (MBA) in 2017 from Whitworth University.
