Executive Summary Participants discussed moving beyond customer satisfaction scores to better understand trust, perception, reliability, affordability, communication, and the overall customer relationship. Several organizations are adding or shifting to broader measures because satisfaction alone does not explain what is driving customer views or what operational teams should act on. A second theme was connecting customer feedback to operational data. Participants described l

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