Agenda

Tuesday, May 19

7:45 am - 8:45 am		Breakfast

8:45 am - 9:00 am		Welcome

9:00 am - 10:00 am		Latest Approaches to Applying Technology to Customer Service Joseph Forline, VP, Customer Operations, Public Service Enterprise Group (PSEG)

10:30 am - 11:45 am		What is Your CIS Strategy? Oracle; SAP; and Vertex Business Services

11:45 am - 12:45 pm		Executive Luncheon

12:45 pm - 1:45 pm		Energy Efficiency - Leading the Parade Penni McLean-Conner, VP, Customer Care, NSTAR

2:00 pm - 3:00 pm		About Building Customer Excellence John Caparella, COO & Executive VP, Gaylord Hotels

3:30 pm - 4:30 pm		The New Prosumer Keynote Speaker: Roger Duncan, General Manager, Austin Energy

4:30 pm - 6:00 pm		CS Week Exhibit Hall

6:30 pm - 8:00 pm		Executive Dinner at Old Hickory

8:00 pm - 9:30 pm		Hospitality Suites

Wednesday, May 20

7:15 am - 8:00 am		Continental Breakfast

8:00 am - 9:20 am		General Session & Keynote Speaker: Spencer Abraham Former US Secretary of Energy

9:45 am - 10:45 am		Credit and Collections Success: Leveraging Your CIS to Combat the Growth in Uncollectibles Sharon Grove, General Mgr, Customer Care, Nicor Inc.

10:45 am - 12:00 pm		AMI/MDM Shootout EDS, an HP company; Elster; IBM; and Itron, Inc.

12:00 pm - 1:00 pm		Executive Luncheon

1:00 pm - 2:00 pm		How Customer Expectations are Driving a New Vision for Electric Utilities Keynote Speaker: Joseph Rigby, President & CEO, Pepco Holdings, Inc.

2:15 pm - 3:15 pm		The Changing Landscape of Contact Centers Barb Powers, Director, Customer Service, Tampa Electric Company Nell Shelley, Director, Consumer Services, Washington Gas

3:15 pm - 3:30 pm		Wrap up

3:30 pm - 6:00 pm		CS Week Exhibit Hall