Managing Uncertainty: Strategies for Improving Customer Experience Post-Pandemic

Date: Wednesday, July 7

Time: 2 – 3 PM ET

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As companies look toward a “new normal” in the wake of the pandemic, utilities are re-evaluating, rethinking and reorganizing service models to meet customers’ increasing expectations for a digital first, contactless and personalized experience. At the same time, employees’ desire for flexible scheduling models have made managing customer care center environments more complex. Panelists will share recent successes and discuss 2021 initiatives to improve customer experience during transformational times.


  • Scott Johnson, Vice President, Chartwell Inc.


  • Stacy Kregg, Manager, Business Performance, New Jersey Natural Gas
  • Tim Melton, Manager, Customer Commitment, LG&E and KU
  • John Bord, Manager, CX, Tucson Electric Power Company

covid-19 customer experience cx panel discussion