Innovate UtilityCX
IUCX is a utility customer service learning and professional networking events leader with a worldwide, respected reputation. We build and encourage connections between utility customer service professionals and collaboration with industry partners around the CX. We showcase positive case studies, recognize successful role models and curate innovative approaches to meet and exceed attendee expectations.
Podcasting since 2019 • 9 episodes
Innovate UtilityCX
Latest Episodes
Season 2 | Episode 4: Current and Near-Term Customer Wallet Share
Episode 4’s “Current and Near-Term Customer Wallet Share” features two industry thought leaders who are thousands of miles apart location-wise but closely aligned strategically. Listen as they discuss their utility’s services and programs to be...
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Season 2
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Episode 4
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45:04
Season 2 | Episode 3: Investing in the Future of Energy
Hosted by Hydro Ottawa’s Julie Lupinacci, CS Week Connect announces “Investing in the Future of Energy,” starring Spencer Gill and Kerry Hogan, respected utility executives who recently shared a strategically focused conversation about energy i...
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41:40
S2 | Episode 2: The Relationship of Financial Performance and Customer Satisfaction
Julie Lupinacci interviews Dr. Forrest Morgeson to unpack his synthesis of ACSI (American Customer Satisfaction Index) research on the relationship between a utility’s financial performance and CSAT. Together, they discuss strategic implication...
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Season 2
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Episode 2
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24:52
S2 | Episode 1: A California View of Energy Resiliency
Join CS Week's Rod Litke, host Julie Lupinacci, and guests Lisa Cagnolatti and Gillian Wright as they discuss "A California View of Energy Resiliency." Energy resiliency for California utilities has taken on many wea...
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Season 2
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Episode 1
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42:58
S1 | Episode 5: The New and Engaged Workforce
Oncor’s Debbie Dennis and Eversource’s Penni McLean-Conner recently sat down with CenterPoint Energy’s Gregg Knight to discuss, “The New and Engaged Workforce.” Listen as they describe today’s situation and share solutions from ...
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Season 2
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Episode 5
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31:43