No content found

A Forum for Thought Leaders

Tuesday, May 1, 2018
Tampa Marriott Waterside


   7:00 AM - 8:45 AM       Registration and Check-In | Grand Ballroom Foyer
   7:30 AM - 8:30 AM       Breakfast
   8:30 AM - 8:45 AM       Welcome Message | Grand Ballroom
           Todd Arnold, Venue Executive, CS Week
   8:45 AM - 9:45 AM    Deep Dive   Applying Data Analytics to Create Insights, Predictions, and a Significant Return
           Speaker: Raiford Smith, VP, Energy Technology & Analytics, Entergy
          The promised realization of great value from Big Data has been fleeting for many. What does it take to create a robust analytics roadmap, prioritize and implement valuable use cases, and effectively apply data analytics to create a significant return on your investment?

Raiford Smith, Vice President, Energy Technology and Analytics, will share how Entergy developed an enterprise-wide analytics roadmap and has begun implementing the foundational capabilities and initial customer-focused use cases to generate valuable insights, create new products and services and transform their customers' experience.
   9:45 AM - 10:15 AM
  CS Trends
  How Your Customer Is Impacting You
           Moderator: Chris Cardenas, VP, Customer Service Division, PPL Electric Utilities
with Industry Knowledge Experts:

Kapil Nanchahal, Infosys,
Henry Bailey, SAP
Justin Segall, Simple Energy
Eric Dresselhuys, Smart Energy Water
          Our sponsor panel will share their view of the major changes in customer expectations and how it impacts utility customer service people, process and technology strategies.
   10:15 AM - 10:45 AM       Break
   10:45 AM - 12:00 PM   Rapid Fire Solution   Customer Experience Measures and Metrics
 Greg Dunlap, VP, Customer Operations, PSE&G
 Sharon Grove, Assistant General Manager, Customer Service Division, Los Angeles   Department of Water & Power

          Utilities have come a long way with measuring their customer experience performance. However, new channels and services present the need to innovate our metrics.  Plus, new customer expectations such as "effortless experience" are requiring a recalibration of our measures.  

Summit executives will discuss the key metrics they are using to drive their
 performance and their benefits and challenges.
   12:00 PM - 1:00 PM       Lunch
   1:00 PM - 1:45 PM   Deep Dive
  Delivering Field Services in a Now World
 Dana Drysdale, VP, Information Technology, San Jose Water Co.
 Jeff Hobbs, Senior Director, Technology, San Jose Water Co.

          "Absolutely, positively, overnight" has become "same-day" and is now migrating to "next-hour" delivered to my door.  The Uberization and UPSing of delivery has created urgency and an expectation of transparency, communication and alerting to what is happening with what you've promised the customer.  Utility team members expect world class tools to be ready to engage with the customer and a safe work environment.  

San Jose Water will share their journey in transforming their field services to serve some of the most technology savvy customers anywhere.
   1:45 PM - 2:45 PM    Deep Dive    Rapid Deployment of Customer Facing Technologies
 Katy Cook, Director - Customer Experience Strategy, Liberty Utilities
 Mike Lowe, Deputy General Manager, Customer Operations, Services & Chief Customer       Officer, Salt River Project

          The connected world is enabling industries to continually and quickly innovate their customer interactions and services. The speed in which this change is occurring is changing customers'  expectations, and thus, pressuring utilities to deploy solutions faster.  

This panel will present the challenges in deploying solutions rapidly and the approaches they're finding most effective.
   2:45 PM - 3:00 PM        Closing Message
           Todd Arnold and Rod Litke
   3:00 PM - 5:00 PM        AGA EEI Spring Executive Meeting | Grand Ballroom Salon I
           Click here for the agenda
   3:00 PM - 5:00 PM        Canadian Electricity Association | Grand Ballroom Salon H
           Informal Meeting
   3:00 PM - 5:00 PM        Water Customer Service Executive Council | Grand Ballroom Salon J
           Click here to view the agenda
   3:00 PM - 5:00 PM        Public Power Collaborative | Grand Ballroom Salon G
           Click here to view the agenda

No content found

No content found