SPEAKERS 

Jane A. Bergen has been Senior Director of Customer Solutions since April of 2025. In Ms. Bergen’s current role, she leads revenue reporting, customer communications, strategy, data analytics, voice of the customer, customer technology and supports the Customer Care and Clean Energy Solutions businesses. She oversees the overall customer experience across the utility and, as lead of the Customer Council, promotes considering the voice of the customer in business decisions.

Ms. Bergen joined PSE&G as the Manager, then Director of Customer Contact, responsible to lead and direct the resources, strategy and activities for a 24/7 multi-site call center operation. More recently, as Director of Billing and Revenue Controls, she was responsible to manage the billing, payment, financial and regulatory areas of customer operations.

Prior to working for PSE&G, Ms. Bergen worked for AmeriGas Propane, Elizabethtown Gas, Asea Brown Boveri and National Grid in roles that encompassed operations, project management, construction, finance and engineering.

Ms. Bergen received her Master of Business Administration degree in finance from New York University and her bachelor’s degree in engineering from Cornell University, and she completed the Hammer & Co. Process Design and Reengineering program.

Shannon Brooks is a senior operations and transformation executive at NiSource, Inc., where she serves as the Business Sponsor for the company’s multi year Customer Transformation Program. She brings more than two decades of experience leading complex organizations through strategic change, operating model redesign, and customer centric modernization.

Shannon’s expertise spans customer operations, field services, and enterprise support functions, with a focus on aligning strategy, people, processes, and technology to improve performance and elevate customer outcomes. She is recognized for strengthening customer and contractor experience, building operating efficiencies, and driving improvements in organizational effectiveness.

Her career includes leading enterprise initiatives in digital transformation, contact center modernization, field service optimization, and operating system integrations. She has played key roles in business system stabilizations following acquisitions and divestitures, providing operating system and process due diligence, integration planning, and large scale data and system conversions. Her leadership extends across service delivery, customer support, analytics, field services, corporate functions, and contractor networks.

Shannon has deep experience in leading teams through enterprise technology readiness and major platform implementations, including Oracle CRM, Microsoft Dynamics, Salesforce, NiCE, and other customer engagement and service support technologies that have delivered meaningful performance gains.

Prior to joining NiSource, Shannon worked at EY Consulting, advising clients in the energy, healthcare, and public sectors on operating model redesign, customer experience strategy, governance, and workforce optimization. She also held executive leadership roles in the energy efficiency with CMC Energy, home services and home warranty industry with Pivotal Home Solutions and senior leadership roles in utilities both on the regulated and non-regulated sides directing large operating teams and contractor networks while improving safety, service reliability, customer satisfaction, and retention with Nicor Energy Services, Southern Company Gas and American Water.

Known for her disciplined execution, collaborative leadership style, and ability to guide organizations through change, Shannon is committed to building high performing teams and advancing operational excellence. She is passionate about helping organizations scale, innovate, and deliver exceptional customer experiences in a rapidly evolving energy and services landscape.

Ed Evans serves as Chairman and CEO of Consumer Cellular. He is an accomplished executive in the wireless space with more than three decades of experience. Ed served as Chief Executive Officer of Inteliquent (NASDAQ: IQNT), Chairman and Chief Executive Officer of Syniverse Technologies, a GTCR portfolio company (NYSE:SVR) as well as President and Chief Operating Officer at Dobson Communications (NASDAQ:DCEL).

Before joining Dobson, he held a variety of management positions with BellSouth and GTE from 1989 to 1996. Ed has served on the Boards of Solix, Neutral Tandem, Carolina West Wireless and The University of Florida Athletic Association. Ed is currently a Trustee for The First Tee. Ed earned his MBA in Finance from the J. Mack Robinson College of Business at Georgia State University.

Nicole Haskins is Vice President of Sales and Marketing at Paymentus. For over 20 years, Nicole has been committed to connecting great solutions and great providers with utilities and local government agencies to improve their electronic payment initiatives. Dedicated in advancing service and automation with technology, Nicole has worked with hundreds of the top cities, counties and utilities to implement successful streamlined revenue collection processes and payment solutions that evolve and transform these critical processes to maximize adoption, security, and customer engagement.

Robert Hatley is group vice president of corporate affairs and communications at Entergy, a Fortune 500 energy company headquartered in New Orleans, Louisiana, with approximately 12,000 employees across the Gulf South region.

In this role, he directs the company's internal and external communications functions, as well as public relations, brand and advertising, customer advocacy programs, and corporate social responsibility. Hatley has more than 35 years of experience leading public affairs and strategic communications teams and counseling executive leaders on communications, corporate social responsibility, low-income customer initiatives, stakeholder relations, community affairs, brand and reputation issues within the energy and technology sectors.

Prior to joining Entergy in 2018, Hatley served as vice president, communications and community relations at Williams Company, a natural gas energy infrastructure company based in Tulsa, Oklahoma. He also served as president of the Williams Foundation.

He previously worked as director of global communications for Freescale Semiconductor, served as the senior communications and analyst relations manager for Dell, Inc., and held various sales and marketing roles of increasing responsibility within NCR, which was acquired by AT&T in 1991 and later merged with Teradata in 1992.

Hatley serves on the board of directors for several non-profit organizations, including The Times-Picayune Doll and Toy Fund, a more than 125-year-old organization that brings an early holiday to New Orleans area families in need.

He holds bachelor’s degrees in finance and marketing from Miami University and an MBA from Baylor University.

Entergy generates, transmits and distributes electricity to power life for more than 3 million residential customers through operating companies in Arkansas, Louisiana, Mississippi and Texas. As a nationally recognized leader in sustainability and corporate citizenship, the company delivers more than $100 million in economic benefits each year to communities through philanthropy, volunteerism and advocacy.

Kevin Johannsen serves as Vice President of Digital Transformation at NiSource, where he leads enterprise-wide initiatives to modernize technology platforms, integrate business systems, and deliver innovative digital capabilities that enhance customer and employee experiences. He is the executive technology sponsor of NiSource’s Customer Transformation program, driving the adoption of advanced technologies and agile delivery models to accelerate business outcomes and operational excellence.

With over 25 years of experience in IT strategy, digital enablement, and technology innovation—including 17 years in the energy sector—Kevin has a proven track record of delivering complex transformation programs. His leadership spans areas such as enterprise architecture, application development, program management, and agile transformation. Prior to his current role, Kevin held multiple executive positions at NiSource, including VP of IT Applications, IT Services, and IT Strategy, where he successfully led initiatives in IT planning, PMO governance, service provider management, and application development, and enterprise agile adoption.

Before joining NiSource, Kevin advised Fortune 500 companies on IT strategy and transformation as a consultant with Deloitte and Hewitt Associates. He holds a Bachelor of Business Administration in Management Information Systems from Baylor University and currently serves as Chair of the Board of Directors for the Greater Columbus Community House. Based in Columbus, OH, Kevin is passionate about leveraging technology to create measurable business value and exceptional user experiences.

Heather Mann is the Customer Insights Manager for American Electric Power. American Electric Power is one of the largest electric utilities in the United States, delivering safe, reliable power to nearly 5.5 million regulated customers in 11 states. In addition to customer insights, Heather’s team leads digital channel strategy. The team’s goal is to support customer experience efforts through the analysis of operational metrics and customer feedback. The team provides actionable insights to improve customer journeys and reduce the cost to service for all channels and AEP’s seven operating companies.

Prior to joining AEP in 2018, Heather was Vice President, Customer Experience for Mortgage Servicing at JPMorganChase. She has 20+ years leading customer experience focused functions. During her time at Chase, she led teams that supported contact centers, continuous improvement and feedback management with a focus on expanding CX ownership to all areas of the business, including non-customer facing areas. Her ultimate achievement was creating a Customer Insights team from the ground up, experience which she has been able to leverage at AEP.

Heather has a bachelor’s degree with a double major in History and Russian from Allegheny College. She is a certified Six Sigma Master Black Belt.

Customer Service Director with 10+ years of leadership experience across the utilities and financial services sectors. Known for driving operational excellence, customer satisfaction, and high-performing teams.

Tiffany Olverson is a Director of Transformation at NiSource, where she is responsible for leading enterprise customer and operational transformation initiatives serving nearly four million natural gas and electric customers across six states. With extensive leadership experience spanning customer operations, regulatory affairs, revenue recovery, and field operations, Tiffany has driven large-scale modernization efforts such as Meter to Cash Analytics, that enhance customer experience, operational performance, and business outcomes. Tiffany is passionate about creating connected customer journeys and delivering sustainable value for customers, employees, and the communities NiSource serves.  

Chalisa Perkins is the Member Experience Manager at Middle Tennessee Electric, where she works to strengthen the cooperative's connection with its members. She is passionate about creating positive experiences, building trust, and helping teams find meaningful ways to serve others. In her role, she focuses on improving processes, supporting employees, and ensuring members feel valued during both everyday interactions and critical moments.
A believer in servant leadership, Chalisa is inspired by the idea that small acts of care can make a lasting impact. She is especially drawn to the principles of Unreasonable Hospitality and the belief that exceptional service begins with genuinely caring about people. Whether leading a team, collaborating across departments, or supporting members, her goal is to create experiences that people remember long after the interaction ends.

Chalisa also serves as Chair of Leadership Rutherford, where she is committed to developing future leaders and investing in her community's future. Through both her professional and volunteer work, she strives to make a positive difference by serving others, building meaningful relationships, and creating opportunities for people to thrive.

George Porter is director of communications for Appalachian Power, a role he has held since 2024. In this position, George leads strategic communications and supports engagement with customers, communities and key stakeholders across the company’s service territory.

Before becoming director of communications, George was part of the Transmission Outreach group from 2014 to 2020, where he helped connect communities with information about transmission projects and maintained open communication with local stakeholders.

After stints as a journalist at several newspapers throughout West Virginia, North Carolina, Texas and Virginia, George joined AEP in 2012 at the Hurricane Operations Center.

In his current role, he also leads the company’s Customer Satisfaction initiatives, focusing on clear, timely and transparent communications that support operational priorities, strengthen relationships and help keep customers informed.

George earned a Bachelor of Communications from Alcorn State University and an M.B.A. from Radford University. In his spare time, he enjoys volunteering in his local communities, listening to audiobooks and spending time with his new granddaughter.

Terrilyn Simmons serves as Director of Strategic Growth Communications at Georgia Power, where she develops integrated communications strategies for high-impact projects.

 

She translates customer intelligence, stakeholder insights, and emerging community sentiment into proactive, hyperlocal communications that build trust, enhance transparency, and support communities through growth and change.

 

Since joining Georgia Power in 2017, Terrilyn has held leadership roles in brand strategy, energy efficiency, customer engagement, and customer experience. Her work has included guiding brand strategy and overseeing advertising, social media, and marketing campaigns that increased customer engagement and adoption of residential programs and business solutions.

 

Before joining Georgia Power, Terrilyn was Director of Marketing and Communications at the Metro Atlanta Chamber, where she led an initiative to attract and retain top talent across the 29-county metro Atlanta region.

 

Terrilyn is committed to community service and serves on several local nonprofit boards. She earned a Bachelor of Arts in Broadcast Journalism from Georgia State University.

Dennis Smith began his journey with Southern Company in 2017 after serving 20-plus years in market research and intelligence supporting the electric and gas industry. In his eight years with Southern Company, Dennis has held various roles of increasing responsibility supporting customer experience and marketing teams, including as an analyst for Southern Company Services (SCS) and Georgia Power Co. Dennis helped stand up and guide the new Customer Insights & Data Analytics team as Business Intelligence manager for Georgia Power. In 2026, Dennis transitioned back to SCS, where he leads the Customer Intelligence team, responsible for voice of customer research and technology in support of Southern’s three electric operating companies. 

Leslie Smith leads the Customer Insights and Programs team for Colorado Springs Utilities, where she helps bring the voice of the customer into organizational decision-making. In this role, she oversees customer research, insights, and program support that inform strategy, improve customer experience, and strengthen engagement with the community.

Colorado Springs Utilities is a municipally owned, four-service utility providing electric, natural gas, water, and wastewater services to nearly half a million customers across the Pikes Peak region in Colorado.

Leslie has 16 years of experience in the utilities industry and more than 20 years of prior experience in marketing, merchandising, sales, and customer-focused business leadership. Her career spans a variety of disciplines centered on understanding customer needs, improving service delivery, and supporting meaningful business outcomes. Working for a not-for-profit utility has been a highlight of her career, allowing her to serve the community where she lives, works, and raises her family.

Karen Webster is one of the world's leading experts on emerging payments and a strategic advisor to CEOs and Boards of multinational players in the payments and commerce space. As the CEO of PYMNTS, she works extensively with the most innovative players in the payments, financial services, mobile, B2B, retail and technology sectors to identify and ignite innovation. Karen also serves on the boards of a number of emerging companies, helping innovators develop and implement business strategies that drive market adoption for their products and services. Karen is also an entrepreneur herself, who has successfully founded and launched several new ventures in the loyalty, online media, and social networking sectors.

Hillary Winchester joined Seattle City Light in 2014. Her career began in the Joint Use Engineering Team as an Electrical Engineer, supporting projects to bring advancements to telecommunications in Seattle. In 2019, she pivoted her career into the Customer Experience discipline, becoming one of the early members of a newly formed team during a period of significant organizational transformation. She played a key role in shaping its direction and establishing customer‑focused practices and strategies across the utility.

Today, as Customer Experience Manager, Hillary leads a growing team dedicated to improving the journeys customers take when interacting with their electric utility. Under her leadership, the team has expanded from a single staff member to a full complement of specialists, each contributing expertise in journey mapping, qualitative and quantitative customer research, survey design, and human‑centered design. Hillary oversees strategic initiatives that help the utility better understand customer needs, reduce customer effort, and strengthen overall satisfaction.

Hillary holds a Bachelor of Science in Engineering from James Madison University and a Master of Business Administration with a focus in Project Management from City University of Seattle. Outside the office, Hillary can often be found outdoors with her family, baking bread, crafting, or reading book.