Transforming Digital Engagement: Delivering Customer-Centric Experiences that Increase Self-Service

For some Utility customers, the thought of emerging technology can feel overwhelming, especially when it comes to paying a bill. Learn how 55+ community The Villages is changing this perception and driving change in customer behavior, which begins with removing friction in the payment process to make paying easy. Providing a user-friendly, straightforward experience that adapts to customer preferences increases self-service, customer satisfaction, and cost-saving behaviors.
In this session we’ll provide valuable insights into:​


  • Why removing friction from the payment experience is key for driving increased customer engagement​ and self-service rates
  • How adding intelligent fuel, like payment reminders and personalized communications, drives behavior changes
  • Keys to successful and effective customer engagement strategies for higher digital adoption at any age


Travis Murray, AVP, Enterprise Alliances, InvoiceCloud

As the Assistant Vice President of Enterprise Alliances, Travis Murray provides direction and support for enterprise channel partner integrations, strategy, and growth. With 15+ years of Payment and Utility Experience, Travis brings extensive knowledge in financial services consulting, billing and payment customer engagement, and biller ecommerce strategy. Prior to InvoiceCloud, he was Vice President of Business Development and Client Relations with Clearwater Payments driving all client facing activity and partner services. Travis also served as Sr. Director of Client Relations with KUBRA where he and his team supported all direct US-based home services, insurance, and healthcare clients with bill delivery and payment, communications, and customer experience best practices. His background also includes leading domestic and international financial consulting teams with Fiserv, implementing global payment services, cash forecasting platforms, order management, and retail cash management solutions for top tier banks and other financial organizations.

Nicole Bates, Customer Services Manager, Mount Pleasant Waterworks

Nicole Bates is the Customer Services Manager at Mount Pleasant Waterworks in South Carolina. As a 20-year veteran in the water and wastewater utility industry, Nicole is passionate about customers and the teamwork and innovation it takes to deliver an experience that prioritizes the customer. Along the way, she gained valuable insight into the ever-increasing power of data on customer services. Her unique perspectives and practical strategies are shared each day with her team of 25 employees responsible for customer support; customer accounts and billing; conservation and education, and advanced metering infrastructure. Satisfaction results reflect the consistent and innovative focus on customer service: for the past 3 years, the Customer Services department has consistently received a score of 90-100% for satisfaction.

She is a graduate of the Leadership Charleston Class of 2013, holds a B.S. from Michigan State University and a Graduate Certificate in Corporate and Organizational Communication from the College of Charleston. She serves on the American Water Works Association Customer Service Committee.


View All EMACS 2023 Agenda Highlights