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Elder Customers –Treating Customers with Empathy–Virtual Event

December 14, 2022

Do you know all the reasons why a utility customer may not be able to pay their bill? How much do we think about the role that utilities play as a point of interpersonal connection for some customers? What is the role that cognitive changes play for the elderly customer? Are customer= service teams prepared to work with customers who are having cognitive or financial challenges and are they empowered to help them?

The NUDC is interested in making sure we are able to be attentive to ways of communicating with our customers, especially those who are older and may have gotten behind in their bill paying for many reasons or who may need more regular communication with customer service.

Please join us on December 14, 2022 to hear from:
• The Honorable John Betkoski, Vice Chair of the Connecticut Public Utilities Regulatory
Authority and member of the Consumers on the Public Interest Committee of NARUC;
• Deb Degillio, Chief Customer Officer, American Water;
• Lauren James, Director, Communications and Supplier Diversity, Suburban Water,
• Katrina J. McMurrian, Executive Director, Critical Consumer Issues Forum (CCIF)
as they address how utilities can be trusted partners in the communities they serve, and how to support empathy and collaboration among all utility departments.

This virtual panel is ideal for Regulators, Chief Customer Officers and Customer and External Relations teams, and Utility Executives.

To register, please visit or email Preya Nixon at


December 14, 2022
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