2026 General Sessions
Set Expectations, Seize the Utility Customer Service Moment, Recognize Excellence
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General Sessions Set the Stage
Whether IUCX 2026 is your very first experience or a tradition you circle on your calendar every year, there's no better way to begin than at the General Sessions, where the energy is palpable and the tone for the days ahead is set with purpose.
Grab a plate, settle in with colleagues old and new, and savor a hearty continental breakfast while highlight reels and teaser videos build anticipation across the room. Then, at 8:00 am sharp, the momentum begins.
This year’s sessions carry special significance. Retiring CEO Rod Litke and Incoming CEO Julio Morales will share the stage in a meaningful moment of transition—honoring the partnerships that power IUCX, recognizing our dedicated Board of Directors and Planning Committee members, and celebrating the sponsors and exhibitors who make it all possible.
They'll also unveil new and enhanced initiatives designed to move our industry forward, before introducing keynote speakers who promise fresh insight, bold ideas, and an inspiring outlook on the future of utilities.
It’s more than a kickoff. It’s a powerful start.
General Sessions Set the Stage
Whether IUCX 2026 is your very first experience or a tradition you circle on your calendar every year, there's no better way to begin than at the General Sessions, where the energy is palpable and the tone for the days ahead is set with purpose.
Grab a plate, settle in with colleagues old and new, and savor a hearty continental breakfast while highlight reels and teaser videos build anticipation across the room. At 8:00 am, the momentum begins.
This year’s sessions carry special significance. Retiring CEO Rod Litke and Incoming CEO Julio Morales will share the stage in a meaningful moment of transition—honoring the partnerships that power IUCX, recognizing our dedicated Board of Directors and Planning Committee members, and celebrating the sponsors and exhibitors who make it all possible.
They'll also unveil new and enhanced initiatives designed to move our industry forward, before introducing keynote speakers who promise fresh insight, bold ideas, and an inspiring outlook on the future of utilities.
It’s more than a kickoff. It’s a powerful start.
Economic Forces and Workforce
Wednesday, April 15
With Paul Bachman, Corporate Economist, SRP
The numbers tell a story— and SRP’s economist, Paul Bachman, will help us understand what they mean for utilities today. In this timely session, he'll take a macro-level look at the forces reshaping the industry, from inflation and labor market shifts to consumer affordability pressures and the rapidly growing energy demands driven by AI and data center expansion.
Bachman will connect these broad economic trends to the real-world challenges utilities face: balancing affordability with investment, navigating workforce constraints and responding to increased pricing sensitivity and evolving customer expectations.
The session concludes with an interactive Q&A, offering participants the chance to explore how these economic signals translate into operational and customer impacts within their own organizations.
Energizing the Future: How TECO is
Balancing Affordability and Innovation
Wednesday, April 15
With Tampa Electric's Archie Collins, Pres & CEO and Karen Sparkman, VP,CX
Join TECO leaders Archie Collins and Karen Sparkman for a candid fireside chat exploring how the company is navigating today’s evolving landscape and dive deep into how TECO is preparing for the future.
Discover how AI is transforming workforce productivity, what strategies are being used to retain and transfer
institutional knowledge, and how TECO is building a strong pipeline of new, diverse talent ready to lead the next generation of the utility industry.
Wednesday, April 15
Economic Forces and Workforce
With Paul Bachman, Corporate Exonomist, SRP
The numbers tell a story— and SRP’s economist, Paul Bachman, will help us understand what they mean for utilities today. In this timely session, he'll take a macro-level look at the forces reshaping the industry, from inflation and labor market shifts to consumer affordability pressures and the rapidly growing energy demands driven by AI and data center expansion.
Bachman will connect these broad economic trends to the real-world challenges utilities face: balancing affordability with investment, navigating workforce constraints and responding to increased pricing sensitivity and evolving customer expectations.
The session concludes with an interactive Q&A, offering participants the chance to explore how these economic signals translate into operational and customer impacts within their own organizations.
Cleared for Takeoff: A Candid Conversation on Customer Experience
Thursday, April 16
With Norma Dean, Dir, National Specialty Sales, Delta Air Lines (Retired)
Get ready for a compelling exchange that bridges two worlds. In this dynamic general session, former Delta Air Lines Director of National Specialty Sales Norma Dean joins a TECO Energy leader for an honest, engaging conversation about leadership, service, and the power of customer experience done right.
From her early days in the industry to executive leadership at one of the world’s most recognized airlines, Norma will reflect on the pivotal moments that shaped her philosophy—and ultimately helped transform Delta's service model into one centered on trust, responsiveness, and genuine connection. What does it really take to build loyalty when expectations are sky-high? And how do you sustain that commitment in complex, highly regulated environments?
Together, they'll draw insightful parallels between the airline and utility sectors, unpacking practical strategies for elevating customer feedback, strengthening relationships, and delivering consistent value in service-driven industries. Expect real-world examples, candid perspective, and ideas you can put into motion immediately.
Thursday, April 16
With Norma Dean, Dir, National Specialty Sales, Delta Air Line (Retired)
Cleared for Takeoff: A Candid Conversation on Customer Experience
Get ready for a compelling exchange that bridges two worlds. In this dynamic general session, former Delta Air Lines Director of National Specialty Sales Norma Dean joins a TECO Energy leader for an honest, engaging conversation about leadership, service, and the power of customer experience done right.
From her early days in the industry to executive leadership at one of the world’s most recognized airlines, Norma will reflect on the pivotal moments that shaped her philosophy—and ultimately helped transform Delta's service model into one centered on trust, responsiveness, and genuine connection. What does it really take to build loyalty when expectations are sky-high? And how do you sustain that commitment in complex, highly regulated environments?
Together, they'll draw insightful parallels between the airline and utility sectors, unpacking practical strategies for elevating customer feedback, strengthening relationships, and delivering consistent value in service-driven industries. Expect real-world examples, candid perspective, and ideas you can put into motion immediately.