Committee
Customer Service
Areas of Focus
- COVID-19 Response and Impact
- Talent Recruitment and Retention
- Remote Work
- Affordability Programs and Energy Assistance Funding
- CIS Replacements
- Employee Engagement
- Rate Case Proposals and Outcomes
- Customer Metrics and Benchmarking
- Customer Experience Strategy
- High/Seasonal Bill Case Studies
- Digital Transformation
The Customer Service Committee identifies and explores key and emerging customer issues and functions, shares insights, and addresses customers’ changing expectations of electric utilities. Customer trends are impacting the utilities of today and tomorrow, and the Committee maintains a broad focus on all types of conventional and emerging customer engagement tools and principles, as well as monitoring customer policy, technology, and engagement trends in the electric energy industry.
The Committee meets quarterly, both in-person and virtually. Additionally, the Committee publishes white papers on topics ranging from mutual aid for storms and call centers to working from home.
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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