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.
The Golden Age of Service: Where Efficency Meets Humanity
Thanks to our sponsors
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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.
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, evolve, and how to design experiences that balance human connection with intelligent capabilities in a rapidly changing environment.
Outcomes
Participants gain a clear vision of what modern service should look like and how to lead it. Identify specific behaviors to preserve, capabilities to adopt, and safeguards to implement. More importantly, gain the confidence and perspective to make intentional decisions that elevate organizational decision-making and 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
The Golden Age of Service
Breakfast & networking
Arrive, connect, and settle in with fellow utility leaders before the day begins.
Welcome, Customer & Safety Moments + Framing the Day
Set the tone with a grounding customer moment and safety focus, followed by an overview of the day. Frame the core challenge: balancing affordability, rising cost-to-serve, and evolving customer expectations.
Facilitators: Vanessa Edmonds, CEO, U2030 & Chris Hilborn, President, Advisory, U2030
Introductions & Icebreaker
Participate in fast-paced, structured introductions designed to build energy, surface perspectives, and activate the room.
Keynote Panel | Service That Scales—and Still Cares: The Leadership Balancing Act
Customers expect fast, digital, always-on service - yet demand empathy, clarity, and fairness in critical moments. Utility leaders establish the conversation for the day by sharing how they balance efficiency with humanity, automation with accountability, and innovation with protection.
Panelists: Panelists differ in each city. Click on the city link to see who is participating.
Break
Golden Age of Service Visioning Lab | Phases 1–3
Orientation & Challenge Brief (15 min)
Phase 1: Nostalgic Service Excellence – What made service trusted, human, and memorable? (15 min)
Phase 2: Modern Service Reality – Where speed, scale, and digital have reshaped expectations (15 min)
Phase 3: The Disconnect – Where today’s experience breaks trust (15 min)
Lunch & Honoring Seniors Community Impact Project
Step away from the Visioning Lab to give back - assembling care packages for a local senior home while continuing informal conversation and connection. As part of our Golden Age of Service theme, this moment is about honoring those who set the standard for care, resilience, and community - and carrying those values forward in how we serve today. Earn a Community Service Pin as part of U2030’s Community Service Program; collect eight pins to receive a high-quality Timbuk2 travel backpack.
Paymentus Perspective | Enabling the Next Golden Age of Service
Hear a focused market perspective on how technology and payment innovation are reshaping cost-to-serve, customer experience, and operational efficiency.
Golden Age of Service Visioning Lab | Phase 4: Build the New Standard
Teams design and pressure-test a future-state service model that blends human trust with digital scale.
Golden Solutioning – Build your model
Golden Presentation Prep – Sharpen your story
Solution Showcase, Voting & Break
Teams present their solutions. Peer voting determines the standout model.
Ask Us Anything Roundtables
Small-group, candid discussions with peers and experts. Bring your toughest challenges—cost-to-serve, billing, CX, AI, change management—and get practical input, ideas, and perspectives you can use immediately.
Roundtable Hosts: Reputable utility leaders vary by city. Click on the city link to see who is participating.
Winning Team Recognition & Closing Commitments
Celebrate the top solution and translate insights into action. Each participant leaves with a clear commitment to apply back in their organization.
INFLIGHT with Paymentus
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.