Deep Dives |
In-Person Conference Add-On | April 14, 2026
Tampa Convention Center | Tampa, FL
Its title tells the tale. Deep Dives means going below the surface and digging deeper to answer the W questions: who, what, when, where, why and how of utility customer service operations. Deep Dives promote sharing and comparing by utility professionals because the timely topics get them talking, the thing they tell us they love best about IUCX. Deep Dives are set for Tuesday.
Categories
Billing & Payments
Explain what makes the business unique. Identify the qualities that set it apart from its competitors and describe them, staying true to the brand's authentic voice. Add engaging details to catch readers' interest and hold their attention.
Contact Center
Explores all the people, process and technology issues related to managing customer service centers and making them vital information and service sources for utilities.
Credit & Collections
Considers best practices, techniques and tools for assessing customer behaviors, managing financial risk and collecting owed revenue in this era of moratoriums and increased bankruptcies.
Customer Assistance
Addresses and manages customer/community needs for utility bill assistance and in some cases links customers to other federal, state and local resources.
Digital Engagement
Explores all the people, process and technology issues related to managing customer service centers and making them vital information and service sources for utilities.
Credit & Collections
Considers best practices, techniques and tools for assessing customer behaviors, managing financial risk and collecting owed revenue in this era of moratoriums and increased bankruptcies.
Billing & Payments
Addresses and manages customer/community needs for utility bill assistance and in some cases links customers to other federal, state and local resources.
Contact Center
Establishes, monitors and reports customer engagement with digital utility platforms and apps to increase self-service, educate, create process efficiencies and reduce costs.
Field Services/Revenue Protection
Considers best practices, techniques and tools for assessing customer behaviors, managing financial risk and collecting owed revenue in this era of moratoriums and increased bankruptcies.
Customer Assistance
Addresses and manages customer/community needs for utility bill assistance and in some cases links customers to other federal, state and local resources.
Digital Engagement
Establishes, monitors and reports customer engagement with digital utility platforms and apps to increase self-service, educate, create process efficiencies and reduce costs.
Field Services/Revenue Protection
Focuses on outage, mobile workforce, communications, GIS/GPS, equipment and predictive maintenance management operations plus crew safety/training, while ensuring asset and revenue protection.
Sue Daulton
Venue Executive
Billing & Payments | Kristina McClenahan, Supv, Billing & Payment Systems, Puget Sound Energy, Inc (PSE)
Contact Center | Amy Gentry, Sr Mgr, Contact Ctr, Salt River Project
Credit & Collections | Clayton Dean, Mgr, Credit Collections & Payments, TECO
Customer Assistance | Ronnie Mendoza, Mgr, Customer Care, Customer Assistance Program, Austin EnergyDigital Engagement | Kimberly Allen, Systems & Support Mgr, Georgia Power
Field Services/Revenue Protection | Sean Dawson
Deep Dives Leadership
REGISTRATION
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Deep Dives is a pre-conference event on Tuesday and requires ADD-ON registration.
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IUCX Conference 2025 registration is open.
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Attendees are encouraged to remain with their registered Deep Dives.
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Many also register for Wednesday’s Women in Utilities Sunrise Event.
