Committee
Customer Service
Areas of Focus
The committee explores emerging customer functions and changing expectations of the connected customer, including digital service channels, tailored experiences, and energy management technologies. Members share insights and practical solutions across the network.
Who it’s for: Customer experience, digital, and customer operations leaders.
Focus area tags: Customer Experience · Digital Channels · Active Consumerism · Energy Management Tech
Why get involved:
- See what is actually working in digital service at peer utilities – not what vendors claim.
- Trade solutions on the connected customer’s fast-changing expectations.
- Help by sharing your views of where customer operations are heading and how to support the transformationCustomer Experience · Digital Channels · Active Consumerism · Energy Management Tech
Members are typically senior vice presidents, vice presidents, managing directors, directors, managers, and chief customer officers.
Committee Leadership
Janette Espino, Chair
VP, Customer Service
Orange and Rockland Utilities, Inc
Jared Lawrence, 1st Vice Chair
CCO and SVP, Customer Operations
and Digital Strategy
Eversource
Tina Koecher, Past Chair
Director, Customer Experience Operations
Minnesota Power
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