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April 27 - May 1, 2015   |   Charlotte Convention Center   |   Charlotte, NC


CS Week 2012 Builds on Strengths...and Listening


We all know individuals whose involvement or presence adds value and direction to a project. CS Week has met utilities’ educational needs for 36 years because these natural leaders have stepped up time and again to enhance our programs. Kerry Overton and Mark Wyatt, in particular, shared their talents so generously that CS Week 2011 set a new standard for excellence. Mark has graciously agreed to continue for a second year as conference chair. Likewise, Kerry will extend his leadership of CS Week Executive Summit into a third year.


Those of you familiar with the Customer Experience Lifecycle will notice that we consolidated the 10 elements of last year’s model down to seven with “Strategies and Management” at the center of all the functions. “Customer Engagement” now encompasses the contact center and all customer-facing functions and communications to better align with the ways your utilities are organizing the customer service structure.


Chip Bell, one of our all-time most popular keynote speakers will recharge your energy quotient in Thursday morning’s general session with his intense focus on helping organizations build a culture that supports long-term customer loyalty. His most recent book, Wired and Dangerous, describes exactly what today’s customers expect and how to give it to them.


CS Week is evolving to better meet your needs in your job by developing year-round programs and access to information. Building on the success of the 311 webinars earlier this year, we launched Second Tuesday @ 2 Webinars: CS Week Success Stories. These monthly webinars, the second Tuesday of every month at 2:00 p.m. ET, feature top-rated speakers from CS Week, discussing the elements and execution of successful projects at their utilities.


The latest news and CS Week updates are available on our Facebook and LinkedIn pages. To invite more utility professionals into the discussion, we draw a free conference registration the end of each month from the utility and 311 employees who “like” CS Week on Facebook and leave a message on our wall. As 2012 registration opens, we already have three lucky – free – registrants scheduled for CS Week Conference 36.


Make your plans now for CS Week in Dallas/Fort Worth, April 30 - May 4, 2012. We continue to listen to CS Week attendees’ comments and ideas. Scheduling CS Week College and Synergy Groups on consecutive days for the many who want to attend both is one of those ideas. Totally new College courses kick off the week on Monday, followed by the Synergy Groups on Tuesday. Once again, the Expanding Excellence Awards presentations open CS Week 2012 and the 60+ workshops scheduled for Conference 36.


We encourage you to make the most of the week, its rich offerings, the endless networking opportunities and the largest Exhibit Hall in customer engagement and Smart Infrastructure. We look forward to seeing you at the Gaylord Texan.


Jerry Duvall | CEO, CS Week   Rod Litke | COO, CS Week
Jerry Duvall
CS Week
  Rod Litke
CS Week


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