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A Forum for Thought Leaders

Tuesday, May 1, 2018
Tampa Marriott Waterside


Start          End         Format
      Activity or Session
        Registration  |  Check-In Grand Ballroom Foyer  
         8:30 am          
       Breakfast  - Grand Ballroom
                     Meeting        Grand Ballroom
         9:45 am        
        Welcome Message  Todd Arnold, Venue Executive, CS Week

         10:30 am

         Deep Dive

      Applying Data Analytics to Create Insights, Predictions, and a Significant Return
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 their customers' experience

Speaker: Raiford Smith, VP, Energy Technology & Analytics, Entergy
 10:30          11:00  am          Break
       Grand Ballroom Foyer  

         12: 00 pm

        Rapid Fire

      Tabletop Exercise on Customer Experience Measures and Metrics
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.

Greg Dunlap, VP, Customer Operations, PSE&G

 12:00          1:00 PM
 1:00          1:45 PM
         Deep Dive

         2:45 pm

        Deep Dive

       Rapid Deployment of Customer Facing Technologies
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.

Mike Lowe, Deputy General Manager, Customer Operations, Services & Chief Customer Officer, Salt River Project
         3:00 pm          Closing Message        Todd Arnold and Rod Litke
         5:00 pm          AGA EEI Spring Executive Meeting
        Grand Ballroom Salon I  |   AGENDA


         5:00 pm
         Canadian Electricity Association
       Grand Ballroom Salon H Informal Meeting
         5:00 pm
         Water Customer Service Executive Council
       Grand Ballroom Salon J | AGENDA
         5:00 PM
         Public Power Collaborative
       Grand Ballroom Salon G | AGENDA

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