Utility energy efficiency programs — such as incentives, rebates, and weatherization — remain critical tools for managing peak demand while also enhancing the overall customer experience. Explore how you can leverage data from AMI, GIS, and other sources to gain a clearer understanding of customer demand and key contributors to peak load. Learn what data-driven insights can help evaluate demand savings potential, improve program impact, and deliver greater value to both the utility and your community.

Nuclear energy is poised to be the backbone of an affordable, reliable, and clean energy system. Small modular nuclear reactors could be valuable assets for utilities to maintain grid reliability and support climate goals. Learn where this tested technology stands and what the utilities pursuing advanced nuclear projects have accomplished and what's on the horizon.

Dive right into the top-of-mind issues on energy innovation and adoption, including addressing resource and workforce constraints. Join this peer driven discussion to exchange experiences and strategies that can help your utility move forward in a realistic, sustainable way. Topics include how to turn data-rich information into actionable insights, balancing grid modernization goals with budget realities, and responding to regulatory mandates that may outpace organizational capabilities.

Explore how to keep employees engaged and motivated amid frequent change and burnout from the day-to-day difficulties of a customer service position. Review ideas for effectively translating directives from senior leaders to your frontline teams and similarly supporting a feedback loop from your team to utility leadership.

As customers continue to raise and face concerns on energy affordability, interactions between CSRs and customers over their monthly bills, or payment options when behind, can be increasingly stressful and strained. Walk through recent utility and ratepayer advocate case studies and discuss how to effectively and compassionately listen to customer challenges and work with them to manage bills and arrearages.

As customer expectations rise and utility call centers face increasing volume, artificial intelligence offers a practical path to faster, more accurate service. Get a peek into how public power utilities around the U.S. are leveraging AI-powered tools for functions including call routing, automated event categorization, and issue triage. Discuss where utilities are seeing success using these tools and how it can help reduce handle times, improve first-contact resolution, and free up staff to focus on complex customer needs. Review how to assess whether your utility is ready for AI and take away tips for implementation and adoption.

Explore how CPS Energy modernized its customer experience strategic indicators and learn about the utility’s journey to identify the true drivers of customer trust, as well as how to translate those insights into measurable improvements.

Improving revenue recovery while minimizing account write-offs starts with addressing issues upstream before they become harder to solve. Learn how utilities are identifying high-risk accounts earlier in the billing cycle, how proactive outreach efforts can be effective, and other ways your utility can leverage data analytics to prioritize collection efforts.

Bring your list of hot topics and priorities in customer service to this lively discussion with your utility peers. Swap strategies and brainstorm potential solutions to mutual challenges.

Join your fellow communicators for a rapid-fire Q&A and brainstorming session to tackle your common challenges. Submit topics in advance to be sure you take home ideas you can try out right away.