IUCX Brings the CIS Collaborative to New York on September 23–24, 2026

The Inaugural forum will bring utility leaders together for candid, peer-driven conversations around Customer Information System strategy, implementation and transformation.

Innovate UtilityCX (IUCX) will bring utility leaders together September 23 – 24, 2026, for the CIS Collaborative New York Forum, a focused industry event dedicated to the real-world challenges and opportunities surrounding Customer Information System (CIS) transformation. Hosted by Con Edison, the two-day forum builds on the CIS Collaborative introduced at IUCX 2026 and marks the next step in creating a more practical, peer-driven dialogue around one of the utility industry's most consequential technology transformations.

Electric, gas and water utilities are investing in CIS modernization while navigating complex decisions involving implementation, SaaS migration, operational readiness, organizational change and customer experience. While every utility's journey is different, many of the challenges are shared.

The CIS Collaborative was created to make those shared experiences more accessible. Rather than approaching CIS transformation solely as a technology conversation, the Collaborative brings utility professionals together to examine what these initiatives mean across the organization, from billing and customer service to data, operations, workforce readiness and the customer experience.

A Forum Built Around Real Utility Experience

The September forum will feature perspectives from utility organizations including Con Edison, Eversource, Exelon, Berkshire Hathaway and American Water, creating opportunities for participants to hear directly from peers navigating different stages of CIS transformation. Discussions will focus on practical experiences, lessons learned and strategies utilities can apply to their own organizations.

Agenda overview:

September 23, 2026: Kraken HQ | 99 Hudson St | New York City, NY 10013

5:30 pm – 7:00 pm | Happy Hour Meet and Greet

September 24, 2026: Con Edison HQ | Edison Room | 4 Irving Place | New York City, NY

Welcome with Julio Morales & Patrick Hooper

Keynote Speaker: Michael Murphy, VP, Customer Operations, Con Edison

The Importance of Executive Sponsorship

Session 1: Planning for your Transformation Project

Panel led by Eva Buren, Managing Dir, Accenture and Lily Stein, Head of Implementation, Kraken Tech - panelists include Eversource and more!

Session 2: Using Test Automation Tools to Shorten Implementation Time and Increase Quality

Led by Marcie Morrison, VP, Strategic Programs, American Water

Session 3: Measuring the Value Realization from your CIS Transformation

Led by Jeyliz Gonzalez, Section Manager, Con Edison

Session 4: Standing Up an AI Program: A Customer Operations Framework Led by Mario Noyola, Sr Specialist, Con Edison

The goal is not to present a single roadmap for CIS success. It is to give utility professionals greater visibility into how peers approach similar decisions and create an environment where participants can ask questions that are often difficult to address in traditional conference settings.

Learning From Utilities at Every Stage of the Journey

One of the Collaborative's core principles is that valuable CIS insight does not come exclusively from organizations that have completed an implementation. Utilities preparing for transformation can share the questions driving their planning. Organizations currently implementing can provide perspective on decisions being made in real time. Utilities approaching or moving beyond go-live can offer lessons around stabilization, adoption and long-term optimization.

Bringing those perspectives together gives participants an opportunity to benchmark their own CIS journey while learning what peers would repeat, reconsider or approach differently.

Participants can expect opportunities to explore questions such as:

• What should utilities understand before beginning a CIS transformation?

• How are peers preparing their organizations for implementation?

• Where do CIS projects encounter unexpected operational challenges?

• How can utilities better prepare employees and customers for change?

• What does successful stabilization look like after go-live?

• Which lessons are most valuable to utilities preparing for their next phase?

These are conversations that become more valuable when utilities can have them directly with one another.

Building a Stronger CIS Community

The New York Forum represents more than a two-day event. It is part of IUCX's broader effort to build an ongoing community around CIS transformation and utility customer experience.

By connecting professionals facing similar challenges, the CIS Collaborative is intended to help utilities benchmark their journeys, strengthen planning and execution, build trusted peer relationships and gain access to practical experiences that can inform future decisions.

For an industry making increasingly complex technology investments while facing rising customer expectations, workforce pressures and rapid digital change, greater transparency and collaboration can help utilities move forward with more informed strategies.

Make sure to join us for this CIS Collaborative Event in New York City on September 23 – 24, 2026.

To learn more about the CIS Collaborative and the upcoming New York Forum, visit iucx.org/cis-collaborative.