Within InvoiceCloud’s mid-market CSM team, Michelle Whittaker is known as its “heart and soul”—a leader whose influence is felt not just in outcomes, but in the culture she cultivates. For Michelle, that culture begins with relationships. “Creating a strong team culture starts with nurturing genuine connections,” she says. “I lead with transparency, listen to understand—not just to respond—and celebrate others’ successes as if they were my own.” That commitment to making peop

For more than two decades, Lee Ann Head has been at the forefront of innovation in the clean energy sector—blending end-user research and insights, new product development, and implementation best practices into solutions that not only work on paper but also make a tangible difference in people's lives. Colleagues describe her as a visionary leader, but Lee Ann is quick to emphasize that her success stems from her relentless focus on the customer.   A Customer-Centric Approac

The utility sector is standing at one of the most pivotal moments in its history. Reliability challenges are intensifying. Customer expectations are evolving. Clean energy goals are accelerating. Regulatory pressures are mounting. And leaders—already stretched thin—are being asked to make decisions that will shape not just the future of their organizations, but the future of entire communities. Part 1  of the Utility 2030 Leadership Collaborative (U2030)  and Energy Central A

As a 2025 Women Who SPARK Award winner, Rebecca Houser of ContactPoint 360 is being recognized for her transformative impact on customer operations and her ability to balance efficiency and empathy. With a career devoted to improving utility customer experiences, Rebecca’s story reflects resilience, innovation, and a relentless commitment to inclusivity.   Putting the Customer at the Center For Rebecca, creating a customer-centric operation is about more than process—it’s abo

In a sector where operational excellence and customer experience must go hand in hand, Tanya Terrell has established herself as a leader who not only builds strong processes but also fosters a culture that strengthens people and communities. At BGE, Tanya has become known for her ability to, foster collaboration, and drive transformative initiatives that deliver business value while making a lasting social impact. Her recognition as a Women Who SPARK Award winner is a testame

The Utility 2030 Leadership Collaborative (U2030) is pleased to announce that Joseph Ramallo , Assistant General Manager and Chief Customer Officer for the Los Angeles Department of Water and Power (LADWP), has joined the organization’s Executive Leadership Council . Joseph brings decades of experience in public service, utility leadership, customer engagement, and community-centered strategy. At LADWP—the largest municipal utility in the United States—he has led transformati

For Jessica McColgin, leadership in the utility sector is not just about programs and policies—it’s about people. As a manager of customer and community outreach at Puget Sound Energy (PSE), Jessica has dedicated her career to building authentic connections with vulnerable and underserved communities, ensuring that the clean energy transition benefits everyone, not just those with the loudest voices or the most access. The Reward of Human Connection Jessica describes her most

Remember that moment at SPARK 2025—September at Seattle’s iconic Edgewater Hotel—when Bashir Bseirani, CEO of Avertra, Chima Chijioke, VP of Customer Solutions for Georgia Power, and ChimaBot (Chima’s AI-powered digital twin) stole the show? The live, unscripted demo compared Chima’s real-time decision-making with ChimaBot’s simulated responses, leaving the audience both inspired and slightly unnerved—like watching Siri get promoted to Senior VP.   The session quickly evolved

For Beth Huerta, leadership in the water sector comes down to one simple principle: “One Customer at a Time.” It’s a motto that has guided her through a distinguished career at Global Water Resources, shaping both her approach to innovation and her commitment to equity. By keeping the customer at the center, Beth has helped transform how utilities think about engagement, technology, and inclusion—earning her recognition as a Women Who SPARK Award winner. The Ripple Effect of

BALTIMORE, MD — October 2025 — In a moving tribute to courage, healing, and hope, participants of the Utility 2030 Leadership Collaborative’s (U2030’s)   RADIATE Women’s Leadership Program  have completed a large-scale art installation now on display at TurnAround’s   Jacobi Center  in Dundalk, Maryland. The installation — coordinated by Art with a Heart  and created during U2030’s BGE Site Visit, a highlight of the 2024–2025 RADIATE class — winds through the newly opened dom

WE3 Panel | November 7, 10:55 – 11:30 AM Trust is the ultimate currency between utilities and their customers. It must shape every interaction—from outage communication and affordability programs to digital innovation and clean energy transitions. Yet in a world of rapid change, we can't assume trust; we must earn it — daily — through transparency, empathy, and meaningful engagement.   At the upcoming WE3 Summit Chief Customer Officer Panel: “Experience = Trust”, leaders fro

For Kirsten DePersis, leadership is less about control and more about trust. As a senior leader at the Sacramento Municipal Utility District (SMUD), she has guided high-stakes projects, such as the Folsom Administrative Office Building initiative, and spearheaded improvements in interdepartmental collaboration, resilience planning, and operational excellence. Her approach is simple, yet profound: Empower people, create space for collaboration, and always explain the why. Trus

October 2025 — The Utility 2030 Leadership Collaborative (U2030) , in partnership with Energy Central , is proud to announce the release of Part One of its 2025 Annual Research Study, “Rethinking Priorities: Bold Utility Leadership.” The report explores how utility leaders are reimagining strategy, structure, and culture to meet the challenges of rapid change — from workforce transformation and customer engagement to resilience and innovation. This year’s study was made possi

When Angie Byford reflects on her career path at SEMO Electric Cooperative, she sees a journey defined not by titles but by courage, authenticity, and an unwavering commitment to integrity. From her beginnings in Member Services in a union role to her current leadership position, each step has shaped her approach to leading others. Finding Her Own Voice Angie recalls that early in her career, she respected the union's role but realized it didn't align with her natural operati

The Shifting Utility Landscape The days of “business as usual” in the utility industry are no longer with us. The changes currently shaping the utility industry call for industry leaders to rethink priorities and take on new roles and new approaches that will enable their companies to meet the challenges that lie ahead. Maintaining historic levels of system reliability and rate stability while reinventing the generation and delivery of electricity are core to these challenges

When the City of Provo faced one of the most turbulent periods in recent history—navigating a pandemic, civil unrest, and even earthquakes—its Customer Service leadership team not only survived, but also thrived. They transformed. Under the guidance of Amanda Ercanbrack, Annalee Larsen, and Britny Densley, Provo successfully implemented major systems upgrades, restored public trust, and built a resilient, people-centered culture that continues to inspire across the utility in

Over her 28-year career in the utility industry, Raquel Berg has built a reputation as both a visionary leader and a grounded servant, blending innovation with member-focused values while lifting others along the way. Winner of the Lifetime Achievement Award, Raquel’s story is one of resilience, collaboration, and a relentless willingness to say “yes” to opportunities that pushed her to grow. A Defining Lesson: Don’t Hold Back Early in her career, a professor told Raquel some

In the ever-changing world of utilities, leaders are often tested not only by technical challenges but also by how they support people in moments of change, uncertainty, and crisis. Few embody that balance more powerfully than Leah Davidge , whose colleagues describe her as “the most creative, resilient, and emotionally intelligent communications professional”  they’ve ever worked with. Building a Leadership Foundation in Human Resources Leah’s career began in Human Resources

The Utility 2030 Leadership Collaborative (U2030) is excited to announce that Sofia Rowey  has joined the team as Executive Assistant . In this role, Sofia will provide essential support to U2030’s leadership and operations, helping ensure members and programs continue to thrive. Sofia brings over four years of administrative leadership from her time at A Path With Heart Counseling , where she managed daily operations for a team of more than 20 clinicians. In that role, she s

The Utility 2030 Leadership Collaborative (U2030) is excited to announce that Matt Chester  has joined the team as Member Success Principal . In this role, Matt will focus on ensuring U2030’s members are fully supported—translating their goals into measurable outcomes, helping them leverage U2030’s resources, and strengthening the connections that drive collaboration across the utility industry. Matt brings more than a decade of experience working at the intersection of energ