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...

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...

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...

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...

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...

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.