Industry leaders came together to explore how utilities can strengthen digital customer journeys, expand self-service capabilities, and reduce reliance on contact centers while improving the overall customer experience. The discussion highlighted a common challenge across organizations: although digital adoption continues to grow, increased use of online tools has not consistently translated into lower call volumes. Participants shared that customers frequently abandon digita

Utility leaders came together for a collaborative benchmarking discussion focused on the evolving practices and governance required to support reliable load forecasting in an increasingly dynamic operating environment. The conversation highlighted the importance of developing transparent, defensible forecasting processes that balance analytical rigor with organizational collaboration. Participants emphasized that effective forecasting extends beyond technical modeling, requir

Participants engaged in a collaborative benchmarking discussion focused on the value of safety incident data as a tool for identifying emerging risks, strengthening prevention efforts, and improving overall organizational performance. A central theme of the conversation was the importance of collecting and sharing meaningful incident data across organizations to develop a more complete understanding of industry-wide trends. Attendees emphasized that robust participation and c