Alex Castrounis is the founder and CEO of Why of AI, a book author on AI, and a professor of AI for Northwestern University's Kellogg & McCormick MBAi program. He has over two decades of experience advising startups to Fortune 100 companies on using data, analytics, and AI models to drive business growth and customer success.

Alex is also a former INDYCAR engineer, race strategist, and data scientist who drove winning results for teams such as Andretti Autosport in world-renowned races, including the Indy 500. His experience applying analytics to make smarter, data-driven decisions in racing now helps businesses gain and maintain a competitive advantage in their industry.

John Hazen is Managing Director, Utilities Intelligence at J.D. Power. He is responsible for working with utilities across the United States to help them understand the importance of customer satisfaction and how to improve their customers’ experience.

Mr. Hazen joined J.D. Power in 2008 as director, Voice of the Customer. Prior to that, he was the director of Guest Services at the Disney Internet Group. Previously, he led award-winning call center sites for Saturn, DirecTV and OnStar. He also has international experience in managing offshore teams.

Mr. Hazen earned a bachelor’s degree in marketing from Western Michigan University.

Andrew Heath is Vice President, Utility and Technology, Media & Telecom (TMT) Intelligence at J.D. Power.

Dr. Heath has more than 30 years of experience working within the services and utility sectors in both the United States and the UK. He leads the J.D. Power Sustainability Leadership Program. Prior to joining J.D. Power in 2011, he was the director of customer satisfaction services at E Source. Prior to that, he was CIO at Powergen, now E.ON, where he developed the company’s UK e-business strategy.

Dr. Heath received a bachelor’s degree in management science from the University of Lancaster and a Ph.D. in management science from Imperial College, London.

Dr. Charles E. Moreland was named JEA’s chief customer experience officer in December 2024. In his role, he oversees JEA's residential and business customer support, customer revenue, and communications and outreach teams.

Dr. Moreland has devoted his 30-plus year career to public service, serving the Jacksonville Fire and Rescue Department and City of Jacksonville before coming to JEA. Under Mayors Peyton, Brown, and Curry, he was promoted through the ranks at JFRD to director/fire chief. For the city, he served as the director of community and international affairs and as the deputy chief administrative officer, where more than 2,000 employees served under his leadership.

Dr. Moreland earned a bachelor’s degree in business administration from Edward Waters, a bachelor’s in emergency management from Barry University, and a master’s in public administration and a doctorate in education from Nova Southeastern University. He also is a 2008 alumnus of Leadership Jacksonville.

Mary M. Rodino is a Managing Director of Sales, Global Business Intelligence at J.D. Power. In this role, she has business development and account management leadership responsibilities for several industry practice areas, including Utilities and TMT (Telecom, Media, and Technology). Her team is responsible for new business development, revenue growth, multiyear sales contracts, and account management.

Ms. Rodino has more than 25 years of leadership experience across several industries. Prior to joining J.D. Power in 2013, she was Chief Marketing Officer and Executive Vice President of Sales at Comcast Business. Earlier, she was Chief Sales Officer at Cancer Treatment Centers of America.  Ms. Rodino has also served as Senior Vice President of Sales at InterCall and as Vice President and General Manager at OnePoint Communications (Verizon)—a start-up Telecommunications CLEC. Additionally, she spent 15 years at AT&T in a variety of sales, marketing, and operations roles, and the last three years as a Sales Vice President and General Manager for Global Accounts.

Ms. Rodino has served on the Board of Directors for Opportunity International, LaSalle Senior Center-Board Chair, and the YWCA of Chicago-Executive Committee. She is currently involved with Compassion International, Opportunity International, and the Immigration and Refugee Committee at Old St. Pat’s Church in Chicago. Ms. Rodino received a B.S. degree from the University of Illinois-Medical Center and an MBA from the University of Illinois at Urbana (cum laude).

Maureen Russolo is the Senior Director, Utilities Intelligence at J.D. Power, where she works closely with utility clients to deliver actionable insights, to improve the customer experience across Canada and the United States. Before joining J.D. Power, Maureen held several Vice President, Customer Experience roles across various industries, including Retail, Utility ERP Technology, Manufacturing, and Research and Best Practices. Throughout her career, she has led large operational and customer experience teams and has a proven track record of delivering improved customer and employee advocacy and operational excellence. She has deep Utility knowledge and was one of the first individuals to start to focus on customer experience in the Utility industry. She started her career at Union Gas Limited where she held various operational and customer service roles, including creating their first customer experience strategy and roadmap and she worked with dozens of Utilities while at E Source to help them improve their customer experience, digital experience and enhanced operational optimization and she was one of the key individuals that established their consulting practice.

Maureen is a Certified Customer Experience Professional (CXPA), and she is a Certified Change Management Professional (PROSCI) and is an Advisory Board member for the Customer Service Professionals Network (CSPN).

Jon Sundberg is Director, Digital Solutions at J.D. Power. He manages a portfolio of digital research studies across a variety of industries, including automotive, insurance, utility, and financial services. With nearly 10 years of digital research experience, Jon is passionate about good digital experiences and keeping up with current digital trends. He spends much of his time translating study results into actionable insights for clients.

Jon earned a Master of Business degree in management and organizational behavior from California Lutheran University and a Doctorate in Organizational Leadership from Pepperdine University.

Ramah Vaughn is a Director of Utilities Intelligence, where he delivers actionable insights to utilities across the country to improve customer satisfaction. Mr. Vaughn is also responsible for helping clients prioritize initiatives based on voice-of-the-customer data.  

Before joining J.D. Power, Mr. Vaughn led the customer insights team for Baltimore Gas & Electric where he was responsible for fielding research and improving customer experience.

Mr. Vaughn earned a bachelor’s degree in information science from Morgan State University.