IUCX is a utility customer service learning and professional networking events leader with a worldwide, respected reputation. We build and encourage connections between utility customer service professionals and collaboration with industry partners around the CX. We showcase positive case studies, recognize successful role models and curate innovative approaches to meet and exceed attendee expectations.
Season 2 | Episode 4: Current and Near-Term Customer Wallet Share
Episode 4’s “Current and Near-Term Customer Wallet Share” features two industry thought leaders who are thousands of miles apart location-wise but closely aligned strategically. Listen as they discuss their utility’s services and programs to become trusted energy advisors for customers especially as energy bills are taking a larger slice from household and commercial budgets. Hear about partnerships they’ve cultivated to address a broader approach to community assistance.Support the show
24 Aug 2023
Season 2 | Episode 3: Investing in the Future of Energy
Hosted by Hydro Ottawa’s Julie Lupinacci, CS Week Connect announces “Investing in the Future of Energy,” starring Spencer Gill and Kerry Hogan, respected utility executives who recently shared a strategically focused conversation about energy investments through the lens of the customer.Gill and Hogan discuss how electric and gas utilities are managing:Energy planning and spendConsumer sentiment and expectationsInvestments in technology tools like next-generation AMI to gain more information ...
1 Jun 2023
S2 | Episode 2: The Relationship of Financial Performance and Customer Satisfaction
Julie Lupinacci interviews Dr. Forrest Morgeson to unpack his synthesis of ACSI (American Customer Satisfaction Index) research on the relationship between a utility’s financial performance and CSAT. Together, they discuss strategic implications plus the importance of utilities’ banking a “reservoir of goodwill” or “Love Miles” that they can use to weather the ups and downs of customer journeys, service disruptions and the rising costs needed to meet energy transition goals. Support the ...
6 Apr 2023
S2 | Episode 1: A California View of Energy Resiliency
Join CS Week's Rod Litke, host Julie Lupinacci, and guests Lisa Cagnolatti and Gillian Wright as they discuss "A California View of Energy Resiliency." Energy resiliency for California utilities has taken on many weather-related issues such as wildfires, floods, droughts and heatwaves. Energy has also been affected by accidents, equipment failure and days where forecasted demand exceeds capacity. Their energy landscape is undergoing a radical transformation, including:Changing from large, cen...
28 Oct 2022
S1 | Episode 5: The New and Engaged Workforce
Oncor’s Debbie Dennis and Eversource’s Penni McLean-Conner recently sat down with CenterPoint Energy’s Gregg Knight to discuss, “The New and Engaged Workforce.” Listen as they describe today’s situation and share solutions from their utilities in this 30-minute podcast. Perhaps their strategic and boots-on-the-ground programs could answer your HR challenges too:· Reimagining leadership and leader roles· Workforce choices and workplace flexibility· &...
13 Apr 2022
S1 | Episode 4: Digital Transformation as a Critical Business Enabler
This episode features Kenny Coleman, SVP & CIO, Stephenie Howard, Dir, Performance Mgmt & Strategy and host Gregg Knight, EVP, Customer Transformation & Business Strategy. This panel trio regularly works together at CenterPoint Energy, a large multi-state gas and electric utility headquartered in Houston, TX. They discuss how utilities recognize that they must digitally transform their CX. Many have substantially advanced this capability in the past two years during and...
29 Mar 2022
S1 | Episode 3: Customer Choice and Retention
Brett Carter and Greg Knight discuss the burgeoning market, the tremendous opportunities this trend is presenting to progressive utilities, and other ways utilities are thinking outside traditional paradigms. Wins for the customer, utility and regulators are part of their spirited conversation. Support the show
10 Jan 2022
S1 | Episode 2: Customer Expectations Shift Around Power Resiliency
In this second podcast episode, Knight and Seavers will discuss their utilities’ approaches to these events and adaptation strategies that support key objectives around promoting equity across customer demographics, protecting energy infrastructure, ensuring critical systems are functional and supporting communities during and after events. Support the show
10 Jan 2022
S1 | Episode 1: Building Organizational Resiliency When Nothing Is Normal
CS Week Connect, hosted by Gregg Knight, long-time industry thought leader, trailblazer, and service innovator at multiple utilities. In 20-25 minute monthly podcasts, Knight will engage respected professionals in candid, strategic conversations about current utility customer service challenges. But before he controls the mic, Rod Litke, CS Week’s CEO, interviewed Knight for this, our inaugural podcast, “Building Organizational Resiliency When Nothing Is Normal.”Support the show
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