In this session, major utilities will share ideas on how to better engage customers by leveraging IT applications, technology, business processes and systems bolstered by the smart grid – enabling truly innovative customer programs. Executives from Duke Energy, Puget Sound Energy, Georgia Power and SRP will discuss how they are using smart grid technologies to support their customer utility business strategies. This session will include best business practices for building the next-generation customer facing utility, managing increasing customer demands, and the massive influx of customer information to manage payments, communications (mobile, text, IVR, web), EVs and increasingly complex billing and rates options.