Event Agenda

After arrival and registration, grab a seat and join us to kick off MES25 in the Grand Ballroom.

Hear from Industry leaders about the factors impacting our industry, opportunities and challenges in engaging consumer-members, and how member service/comms roles can help strengthen cooperatives as the industry evolves.

Kristie Aldridge, SVP & COO of Association Services, North Carolina’s Electric Cooperatives

Amadou Fall, SVP & COO of Power Supply, North Carolina’s Electric Cooperatives

In this engaging discussion, panelists will share effective strategies for raising member satisfaction. We’ll examine key service attributes and top drivers of satisfaction, and provide insights into moving the needle in these critical areas.

Mandy Montalvo, Supervisor, Member Services, A&N Electric Cooperative

Katherine Russell, VP of Member & Public Relations, East Central Electric Cooperative

Michael Trent, VP of Member Services & Public Relations, Randolph EMC

Network and refuel! Lunch will be served in the Grand Ballroom.

In this session, the Cooperative Insights team will share the most interesting findings from its recent research into member satisfaction and perceptions on issues impacting cooperatives. Come away with insights that can inform the direction of your strategic planning and member outreach.

Lindsey Davis, Director of Market Research, Cooperative Insights

Ying Chen, Member Insights Manager, Cooperative Insights

Lorrie Kristof, Senior Analyst, Cooperative Insights

This session hits on two of our most-requested agenda items: Network building and tactical solutions. We’ll divide up by cooperative size and collaborate on solutions to some of the top issues driving member contentment.

The evolving energy landscape, economic uncertainty, policy shifts, and the rising price of goods and services are creating cost pressures for electric cooperatives and their members. A 2025 report draws on survey research to assess what messaging most resonates with co-op members in North Carolina, as well as what they most value in understanding their co-op and how it operates in an era of rising costs.

Townley Venters, Director of Communications, North Carolina’s Electric Cooperatives

Scott Gates, Senior Editor, Carolina Country Magazine

All-stars of cooperative member service share tips for transforming member complaints into stronger connections and enhanced satisfaction. Highlights include active listening, proactive communication, and delivering a tactful ‘no.’

Deanna Carden, Manager of Customer Services, Central Georgia EMC

Joy Griffin, Manager – Customer and Field Service, Union Power Cooperative

Brandon Reed, Manager of Member Services & Public Relations, Piedmont Electric

Learn how our services are evolving to serve your needs better – including updates to MSTS, how your cooperative could benefit from a Net Promoter Score^SM, and more.

Cooperative Insights Team

Join us for refreshments and networking on the terrace!

Start the day off right.

Back by popular demand, Dr. Michael Walden is again joining the Member Engagement Summit! Hear about the latest economic trends impacting your members and cooperatives nationwide.

Dr. Michael Walden, Professor Emeritus, NC State University

As cooperative employees, we’re always looking to do more with less, and better. In this session, we’ll look at what artificial intelligence (AI) applications cooperatives are considering to enhance member service and outcomes, realistic timelines and processes for AI integration, and tips for safely embracing this technology to boost efficiency and effectiveness.

Tanner Greer, Sr. VP and CTO, Blue Ridge Energy

Refreshments will be served.

New rate structures are increasingly common as a tool for increased grid reliability and lower costs for members – two key drivers of satisfaction. But helping members see the value of these rates can present a complex challenge. This session will provide a practical, in-depth look at the real-world experience of implementing a demand rate. Panelists will move beyond theory and into the human element, covering member reactions, impacts on satisfaction, common member questions and MSR responses, and key takeaways for maintaining and even enhancing member relationships.

Jennifer Cummings, Public Relations & Marketing Coordinator, Horry Electric Cooperative, Inc.

Jeremy Dewberry, VP of Communications & Member Services, Pee Dee Electric (NC)

Matt Porth, Manager of Energy Services and Government Relations, Mid-Carolina Electric Cooperative

Improving response rates, communicating with members about surveys, applying findings and sharing results internally: In this interactive session, hear about these topics and more to make the most of your survey efforts.

Lorrie Kristof, Senior Analyst, Cooperative Insights

Hurricane Helene and widespread wildfires have presented unprecedented challenges for electric cooperatives and their members. This session brings together co-ops that have faced these trials head-on and come out stronger. Hear tactics for demonstrating your unwavering commitment to members, impacts on member satisfaction, real member questions and expectations, and lessons learned that can help your cooperative strengthen community ties, even in the face of a storm.

Jason Lingle, Director of Energy Solutions, Blue Ridge Energy

Beth Amaro, Member Services and Communications Manager, Kaua’i Island Utility Cooperative

This session will showcase the EVConnectNC pilot that explored how EV telematics can unlock the flexibility of electric vehicles as valuable grid assets. By accessing real-time vehicle data—such as location, battery status, and charging behavior—the pilot demonstrated proactive strategies for integrating EVs into the grid. The pilot’s success led to the launch of a full-scale program, highlighting the potential of EVs to enhance member engagement, grid reliability and resilience.

Nikki Lynberg, Innovation and Business Development Analyst II, North Carolina’s Electric Cooperatives