INFLIGHT Workshops
Immerse yourself in a one-day Learning Experience Design (LXD) workshop that explores the Golden Age of Service - restoring human-centered service, elevated by modern capabilities such as AI.
Reimagining affordability and cost-to-serve
Today’s utility leaders face a high-stakes balancing act: rising costs, increasing customer expectations, and the imperative to serve all customers equitably. INFLIGHT, brought to you by U2030 and Paymentus, brings together utility professionals to tackle these challenges head-on.
Why it matters
Utilities are under pressure to modernize while maintaining trust, affordability, and reliability. As digital tools and AI reshape service, the risk is losing the human connection that customers depend on. The next era of service requires intention-preserving empathy and accountability while scaling with technology. This is the moment to define what great service becomes.
The experience
INFLIGHT is a highly interactive, one-day workshop where leaders explore real service challenges through an executive panel and hands-on visioning lab with surprise twists. Participants will examine what to preserve, what to evolve, and how to design service experiences that balance human connection with intelligent capabilities in a rapidly changing environment.
Outcomes
Participants leave with a clearer vision of what modern service should look like-and how to lead it. You will identify specific behaviors to preserve, capabilities to adopt, and safeguards to implement. More importantly, you gain the confidence and perspective to make intentional decisions that elevate organizational decision-making and the customer experience.
Built for utility leaders driving change
Financial leaders & strategists
CFOs, VPs of Finance, and leaders driving affordability initiatives, budget alignment, and ratepayer equity programs
CX, billing & payments teams
Customer experience leaders and billing professionals seeking improved customer engagement and operational efficiency
Solution providers
Vendors offering services in billing, CIS, payment platforms, print services, and customer engagement solutions
Choose your city
INFLIGHT travels to five cities across the country. Select the location that works best for you and your team.
A full day of collaborative learning
Each INFLIGHT workshop follows this agenda structure, tailored to the local market and participants.
INFLIGHT workshop day
Breakfast & networking
Connect with fellow utility professionals over breakfast before the workshop begins.
Welcome, customer moment, safety moment & golden age of service workshop framing
Overview of the day's objectives and introductions. Understanding the affordability and cost-to-serve landscape facing utilities today.
Introductions & icebreaker
Keynote Panel
The Golden Service Visioning Lab | Phases 1–3
Lab Orientation & instructions - Phase 1: Golden Foundations: Human Behaviors That Built Trust - Phase 2: Intelligent Acceleration: Systems That Strengthen - Phase 3: The Hidden Cost of Optimization
Lunch & Charitable Giving Project
Paymentus Market Update
Golden Age of Service Visioning Lab | Phase 4
Designing the Next Gold Standard - Golden Solutioning Segment - Golden Presentation Segment
Golden Showcase, vote & break
Learning Experience Design (LXD) activity
Solution winner recognition & closing commitments
Speakers
Orlando Pete
Travel & accommodations
Each INFLIGHT workshop is hosted at a convenient hotel venue in each city. Details are provided upon registration.
Venue information
Each INFLIGHT workshop takes place at a centrally located hotel in the host city, providing easy access for local and traveling attendees.
Airport & transportation
All INFLIGHT venues are selected for their proximity to major airports. Rideshare services are readily available in all host cities.
What's included
Your registration includes full breakfast, lunch, refreshments throughout the day, and all workshop materials.
Attire & dress code
INFLIGHT is a working workshop. We encourage business casual attire that allows for comfortable, active participation.
Ready to go INFLIGHT?
Join utility leaders across the country to tackle affordability, reduce cost-to-serve, and transform how you serve your customers.