Cracking the Affordability Code: Why This DistribuTECH Panel Is a Must-Attend

Utilities across North America are facing rising costs, grid modernization investments, and increasing regulatory and customer pressures, while household financial stress grows. Inflation makes it harder for customers to pay bills, leading to more delinquencies, assistance cycles, call volumes, and higher service costs.

For utility companies, this challenge is no longer just about billing or customer assistance, it now directly affects utilities' financial health, regulatory standing, operational efficiency, and public trust.

Why This Panel Matters Now

That is why the DistribuTECH panel “Cracking the Affordability Code through AI, Payment Technology, and Customer Innovation” belongs on every utility leader’s agenda.

Date: February 4, 2026

Time: 10:00–10:50 AM

Moderator: Vanessa Edmonds

Panelists:

·    Chima Chijioke, Vice President, Customer Services, Georgia Power

·    Frankie McDermott, Chief Operating Officer, SMUD

·    Joseph Ramallo, Chief Customer Officer, LADWP

This is not a theoretical conversation about the future of affordability. It is a practical discussion with three of the industry’s most forward-leaning customer and operations leaders—executives who are already experimenting with new tools, partnerships, and ways to manage affordability, cost-to-serve, and customer experience.

From Reactive to Predictive: The New Economics of Affordability

Panelists will share how predictive models identify at-risk customers, anticipate recurring payment issues, and spotlight costly segments. They will share how these insights reveal hidden cost drivers, such as bill volatility, payment friction, poor billing timing, and unenrolled eligible customers.

AI as a Co-Pilot, Not an Autopilot

The panel will show how utilities use AI for case triage, outreach prioritization, personalized support, and frontline decision-making. They will distinguish between AI hype and practical applications.

Why Payments Are a Strategic Lever, Not a Back-Office Function

Another major focus is transforming the bill-to-payment experience. Partnerships with payment technology vendors are enabling utilities to reduce friction, lower call volumes, decrease failed payments, accelerate posting, and reduce manual processing. Advanced billing platforms, real-time features, integrated systems, and behavioral nudges are changing the payment experience and lowering utility costs.

Alignment Is the Hidden Success Factor

Finally, the conversation will address the internal alignment required to make affordability initiatives stick. Affordability must be framed as a financial risk, a regulatory credibility, and a brand trust issue—simultaneously.

Finance, IT, operations, and customer teams must align on ownership and performance. Panelists will discuss overcoming resistance and key capabilities for success.

Why You Should Attend

If you are responsible for customer operations, finance, digital transformation, regulatory strategy, or enterprise risk, this session will provide a practical, grounded view of how AI, predictive analytics, payment technology, and leadership alignment are converging to address one of the utility industry’s most urgent challenges.

Join us on February 4, 2026, from 10:00–10:50 AM to learn directly from industry innovators how to implement solutions to improve affordability, enhance customer outcomes, and drive operational excellence. We hope to see you there.

Visit DTECH Website: https://www.distributech.com/2026-event-schedule/cracking-the-affordability-code-through-ai-payment-technology-and-customer-innovation