Even in the best of times, customer experience (CX) transformations are not for the faint of heart. Layer in a global pandemic, regulatory changes such as community choice and transitioning to a remote workforce, and the challenge heightens.

Join this session to learn how chief customer officers from several of the nation’s top utilities successfully led their organizations through the complexities of their respective CX initiatives to prepare for the new normal.


  • Jill Anderson, Senior Vice President, Customer Service, Southern California Edison
  • Michelle Ansani, VP, Customer Engagement, Southwest Gas
  • Scott Crider, Senior Vice President, Customer Service and External Affairs, San Diego Gas & Electric
  • Mark Hollis, Industry Executive Advisor, Utilities, SAP

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