Customer engagement is a door that swings both directions. Getting to know customer preferences and priorities is the first step to them reciprocally engaging with your utility’s programs and services. IUCX shares the same value: getting to know our attendees means you getting to know us. Remember, there’s an I and a U in our new name!
Two get-to-know-IUCX initiatives are planned for this year’s periodic publications: One, Short Takes will have a recurring series called ‘PC Spotlights…’, features introducing Planning Committee members. Two, Fall 2024 Newsline will kick off ‘On Board’, recurring features where Board of Directors’ members can share a bit about themselves and their commitment to IUCX’s mission.
This PC Spotlight debut features Oncor’s Roger Stephens and Puget Sound Energy’s Kristina McClenahan. Read a cameo about their interests and utility roles and see what they say about IUCX.
Roger Stephens
His job title - Continuous Improvement Consultant Lead, Benchmarking - belies the important role Roger Stephens performs at Oncor. There, he benchmarks all customer service and safety data with other utilities across NA, plus he’s responsible for handling incoming and outgoing ad hoc information requests from utility peers in electric operations, customer service distribution and transmission. Those skills of discernment and perspective also have made him a valued IUCX Planning Committee member, where he has worked on the Analytics, Disruptors and Strategies & Management tracks.
When not at work, he and his wife have spent a lifetime raising three amazing daughters, two of whom live in north Texas and one in Colorado Springs, CO. Roger loves landscaping projects and restoring old furniture, but when a good book, especially sci-fi finds its way into Roger’s hands, you’ll find him curled up reading. To date, he’s notched 66 books in 2024.
Connect with Roger at IUCX 2025; he’s a wealth of information and history. “I enjoy getting to review abstracts for presentation, but I really enjoy getting to be boots on the ground and being an ambassador for IUCX during the event.”
“I’m proud to have retired recently after 25 years of volunteering as the trip planner and lead sponsor for the youth choir summer trips at our church. The youth choir trip was a passion for me for so many years, taking them each year to a different city across the country including Milwaukee, the Grand Canyon, Disneyland/Disney World, the Air Force Academy and the Lincoln Memorial.” – Roger Stephens |
Kristina McClenahan
“Enabling opportunities for networking and making connections between utilities to foster learning, lessons learned, and best practices is my favorite part of being a PC member. I enjoy finding out what others are implementing, changing or having challenges with plus what they are successfully implementing.” Kristina McClenahan of Puget Sound Energy, Inc. serves on the
Billing & Payments workshop track and moderated that Deep Dives in 2024.
Across Puget Sound Energy, Kristina is responsible for the CX, leading projects, supporting programs and evaluating current experiences in Billing and Payment Operations. She supervises a group of analysts and a product development manager. Together, they are most proud that customers are choosing to login to make a payment versus being a guest. “Once we implemented an easy way to save cards and bank account info in a wallet, customers now choose to create logins instead opting for the guest experience.”
With family across the U.S., Kristina’s own loves road trips. She and her husband pack in their 22-year and 12-year-olds for long, adventure-filled time together. Along the way, she might be listening to podcast favs Clear + Vivid with Alan Alda, Alie Ward’s Ologies or Your Last Meal with Rachel Belle.
“I have learned to EMBRACE feedback! Looking at all feedback as a gift and sorting through the nuggets of valuable opportunities to reflect has provided me a glimpse into how others see or perceive me, and while some feedback is tough and hard to accept – it’s real. If someone is brave enough and cares about ME and MY success enough to provide feedback, I’m gonna listen up!” - Kristina McClenahan |
Sponsored by SEW
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