FRI hosts annual utilities symposium

This year’s Financial Research Institute (FRI) Symposium focused on “The Customer-Centric Evolution: Public Utility Customer Service in the 21st Century.”

Approximately 150 utility executives, regulators and staff, and consumer advocates attended the 28th annual event, which was held at The Christopher S. Bond Life Sciences Center at MU on September 25.

Participants examined the many challenges associated with providing customer service that is safe, reliable and affordable, and they considered current practices and regulatory policies that support customer experiences and manage customer expectations. In addition, they looked at how rapidly evolving technologies impact customer service interactions and identified emerging solutions.

During the symposium, Robert F. Powelson, president and chief executive officer of the National Association of Water Companies, received the 2019 FRI Crystal Award for Distinguished Contribution in recognition of his extensive contributions to the design, implementation and analysis of public utility regulatory policy. Several FRI advisory board members also were recognized with FRI Service Awards for their long and faithful support.