delaware Takes Center Stage
Utility CX 2.0: Meeting Rising Expectations with Real-Time Intelligence
Utilities are facing a rapidly evolving customer landscape. As conversations around energy usage grow more complex and digital engagement expands, customers expect faster, more accurate service across every interaction—whether online, in person, or through self-service channels. At the same time, shifting workforce dynamics require tools that help teams access the right information quickly and confidently.
Join this SAP CX 2.0 panel session to explore how utilities are using modern technology and real-time intelligence to transform customer service and meet rising expectations.
What you'll learn:
How modern UI can reduce staff training time and accelerate productivity
How a single operational view enables faster first-call resolution
How quick access to customer financial data helps address billing questions more efficiently
How real-time service metrics provide visibility into performance
How seamless handoffs between chatbots, self-service, and CSRs improve the customer experience
How AI trained on utility policies can help CSRs confidently address complex inquiries
Date: Wednesday, April 15
Time: 3:15 pm
Moderator:
- Jared Ray – Managing Director at delaware North America
Panelists:
- Kyle Harris – Utilities Account Executive for SAP Customer Experience at SAP
- Cathy Patterson – Customer Systems & Meter to Cash at Snohomish County PUD
- Lee Wen Teh – SAP CX Lead at delaware North America
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