Alex Castrounis has the AI trifecta: He teaches AI at Kellogg, helps companies unlock AI value through Why of AI, and literally wrote the playbook on AI in business.

The utilities industry is at a pivotal moment, where AI is no longer just a tool but a transformative force reshaping customer expectations and redefining operational efficiencies. In this opening keynote, we’ll explore how AI is driving the next era of customer experience — enhancing personalization, streamlining customer facing operations, and enabling brands to anticipate needs before they arise. From predictive analytics to generative AI, we’ll discuss what’s possible today and what’s on the horizon, equipping industry leaders with the insights they need to stay ahead in this rapidly evolving landscape.

Sarah Stormo leads customer insights initiatives at 1stBank, analyzing feedback to identify opportunities that enhance retail banking satisfaction. Drawing on intelligence from the J.D. Power U.S. Retail Banking Satisfaction Study, Sarah will share how she and the 1stBank team strategically target key performance indicators (KPIs) to drive organic growth, reduce customer attrition, and elevate the overall customer experience—ensuring 1stBank maintains a competitive edge across its market footprint.

In the utility space, trust is earned through consistent delivery, clear communication, and systems built for resilience. For TECO Energy, that meant reimaging its operational backbone to deliver with excellence even under pressure: whether during hurricanes, move-in spikes, or the everyday demands in between. This session dives into TECO's digital transformation journey, leveraging automation, workflow intelligence, and real-time data to drive faster execution, eliminate service gaps, and create a more connected experience across both the customer and employee experience. This is the story of building a utility that doesn't just say it's dependable - it proves it, every day.

Join us for a powerful and inspiring session with Charles, Chief Customer Experience Officer at JEA, where he will share JEA’s ongoing efforts to build trust and meaningful connections with customers across Jacksonville—both residential and commercial. With a focus on transparency, service, and engagement, Charles will highlight how JEA’s customer-first approach strengthens community relationships.

This session also holds special significance as we mark the 24th Anniversary of the September 11 attacks. Charles, one of seven Jacksonville firefighters deployed to Ground Zero in the aftermath, will reflect on his experience in New York City—offering a personal perspective on service, resilience, and the enduring impact of that day.

Join Kristin Bianco as she delves deep into the transformative journey of American Water, powered by J.D. Power’s Managed Account/Key Account research program. Kristin will reveal how the insights from this program enabled American Water to identify and anticipate the evolving needs of their Managed Accounts, unlocking new opportunities for growth and partnership.

During this session, you’ll learn how these data-driven findings informed the creation and deployment of a robust strategic roadmap—one that not only strengthened relationships and elevated advocacy but also delivered measurable results across their largest accounts. Kristin will walk you through the critical steps American Water took to translate research into actionable strategies, sharing real-world examples of how thoughtful alignment and innovation led to lasting impact.

But the story doesn’t end there. Kristin will offer a forward-looking perspective on the future of American Water’s managed account strategy, unveiling the next phase of their vision and the actionable steps that will drive continued success. Whether you’re seeking practical inspiration or strategic insights, this session will empower you to harness research-driven intelligence to achieve stronger partnerships and superior results in your own organization.