While customers continue to face financial impacts from the pandemic and rising inflation, connecting customers to the right resources is more important than ever. This track will explore best practices in payments and billing, affordable service and cost-saving programs, understanding and supporting low-income customers, crisis communication and assistance, and implementing programs and services that reflect the needs of the community.
Target Audience: Professionals responsible for Billing + Payment Centers; High Bills + Payment Plans; Credit Operations; Low Income Programs + Service Offerings; Community Outreach; or External Partnerships.
11:00 AM – 12:15 PM
Vulnerable Customer Crisis
Speakers: Katrina Metzler, Executive Director, National Energy and Utility Affordability Coalition
Kim Rikalo, Manager – Special Assistance Delivery, Sacramento Municipal Utility District
Learn how the industry is prepared to create cutting-edge solutions to address their most vulnerable customer populations.
3:15 PM – 4:30 PM
Educating Customers on the Value of Energy While Navigating a Rate Increase
Speakers: Brandy Powers, Director, Brand, Advertising and Customer Communications, NorthWestern Energy
Learn how others have communicated a rate increase to customers through a variety of communication methods including direct contact and media channels. Determine how to demonstrate the price-value of our services by educating customers on what they get for the price they are paying. Understand a customer perspective when a rate increase goes into effect.
11:00 AM – 12:15 PM
No Customer Left Behind: Designing Programs and Services to Address Energy-Equity in a World Going Green
Speakers: Erik Krause, Director of Customer Retail Strategy, Sacramento Municipal Utility District
Aneesha Nilakantan, Senior Behavioral Scientist, Symend US Inc.
As we progress into the era of electrification and decarbonization, how can we ensure that our low-income and disadvantaged communities have access to the benefits of the clean energy transformation? Hear examples of how utilities are addressing this challenge head-on, and some key learnings and ideas to take back to your organization.