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Orchestration of the Customer Experience: From Philosophy to Reality; we have seen ‘Kaizen’ aka Continuous Improvement becoming the norm, across businesses


Sep 25, 2020 02:42 PM

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Darren Brody
Chief Customer Officer @Smart Energy Water
Darren Brady, Chief Customer Officer, Smart Energy Water, is an industry veteran who has worked in the finance, utility, energy, and consumer technology industries for over 28 years. Darren has significant experience in developing, executing, and growing solutions and businesses that support both business to consumer and business to business strategies across multiple industries. In the energy industry, he has spent his career working with utilities, businesses, and consumers to align customer engagement strategies and solutions to enable a more sustainable energy future.
Prafull Koli
Manager, Transformation - CIS @Liberty Algonquin Business Services
The e-Customer program combines the Payment Processing Project with the e-Customer MyAccount project. The Payment Processing project will deliver the foundation for a single payment processing platform for the enterprise. The e-Customer MyAccount project will enable Liberty to improve the Customer’s digital experience. Most recently as Manager, Billing, Prafull has been focused on enabling accurate and on-time Billing for regulated water, gas and electric companies throughout the United States. Mr. Koli has experience in corporate & government relations, operations, billing and customer service. He has been involved in supporting system conversions, integrations, acquisitions, and leadings teams through change management of business processes & technology enabling common practices with a focus on risk awareness and compliance. He is an active member of the American Gas Association’s Customer Service Committee.
Bob Champagne
VP Digital Strategy & Innovation @TMG Consulting
Strategic advisor and recognized thought leader with over 30 years of experience leading digitally enabled transformations across the energy and utilities sector.