AGENDAS

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A Forum for Thought Leaders

Tuesday, May 23, 2017
Omni Fort Worth Hotel

   
  AGENDA

Start          End        
     
 
 7:00 am          8:30
am
         Registration  |  Check-In
       Texas Ballroom Foyer  
 7:15 am          8:00 am          Breakfast
       Texas Ballroom F  
                     Meeting        Texas Ballroom E  
 8:00 am          8:15 am          Welcome Message         Todd Arnold, Venue Executive, CS Week
 
                               
                             Session Details  
 8:15 am









         9:15 am









         Session 1 - Deep Dive









      The Effortless Experience - and the Optimal Service Representative
The Corporate Executive Board (CEB), a best practice insight and technology company, conducted extensive
 research to understand how customer service quality affects customer behaviors -- specifically loyalty.  
CEB concluded that customers whose expectations have been exceeded are no more loyal than are those whose
expectations have simply been met.  If there is no reward for delight, then what role -- if any -- should service play?  
And in a world of self-service, what role will Service Reps play and which ones are best equipped to handle today's
customers? As digital connectivity expands the services customers receive from the multitude of companies they
do business with,  how far do utilities need to go?  Do I need to be more than a good utility?  Is it different for electric,
gas and water?

Speaker: Pete Slease, Executive Advisor, Customer Contact Leadership Council, CEB
 
                               
 9:15 am





         9:45 am





         Session 2 - CS 2020





      Utility Customer Service of the Future
As digital connectivity expands the services customers receive from the multitude of companies they do business with,
how far do utilities need to go?  Do I need to be more than a good utility?  Is it different for electric, gas and water?

Moderator: Jeff Myerson, Senior Director, CenterPoint Energy
Sponsor Panelists:
Kapil Nanchahal, Senior Director - Utilities, Infosys
Mark Hura, GVP, Global Sales, Oracle,
Jim Curtin, Principal, PwC

 
                               
 9:45 am          10:15 am          Break
       Texas Ballroom Foyer  
                               
 10:15 am




         11:15 am




         Session 3 -  Rapid Fire Solutions 




      Tabletop exercise on Culture Change for Customer Experience of the Future
Define the changes and actions required to create a customer-centric culture across the entire
enterprise: Norms - Beliefs - Values - Practices - Customs - Traditions - Rewards


Facilitator: Stacy Derstine,VP, Customer Service & Chief Customer Officer, Arizona Public Service
 
                               
 11:15 am



         11:45 am



         Session 4 - CS 2020




      "Who's Eating Our Lunch and Should I Care?
As new distributed energy, storage, internet of thing technologies enable customers to bypass their utility
for control, information and choices, what are the impacts and how should utilities respond?  
What proactive strategies should utilities deploy?"

Moderator Dave McKendry, Director, Customer Service, Hydro Ottawa
Sponsor Panelists:
Edwin Crow, Principal, AAC
Justin Segall, President & Co-Founder, Simple Energy,
 David Grant, SVP, Sales & Marketing, Tendril
 
                               
 11:45 am          12:45 pm          Lunch
       Texas Ballroom F  
                               
 12:45 pm





         1:15 pm





         Session 5 - Deep Dive





       Utilities United Against Scams
This session will provide an update on UUAS efforts to combat utility scams through
their forum for utility companies and associations to share data and best practices to
inform and protect utility customers
.

Speaker: Jared Lawrence, VP, Revenue Services, Duke Energy

 
                               
 1:15 pm          1:45 pm          Session 6 - Deep Dive        TCPA Update
Last year, the Federal Communication Commission (FCC) released a Declaratory Ruling that clarified
certain aspects of the TCPA for utilities.  This session will provide an update on the impact of the ruling
on utility proactive customer contacts.

Speaker: Aryeh Fishman, Associate General Counsel, Regulatory Legal Affairs, Edison Electric Institute

 
                               
 1:45 pm




         2:45 pm




         Session 6 - Deep Dive





      Transforming Restoration Communication
How is the smart grid, smart meters and the digital consumer enabling Oncor to significantly redesign
their customer' outage/restoration experience?  By empowering their customers to choose how and when
to receive proactive communication, alerting customers their power is out before they call, engaging field
operations in the communication process, continuously updating their customers on the progress of their
restoration, and using analytics to increase effectiveness.

Speaker: Mike Guyton, SVP, & Chief Customer Officer, Oncor 

 
                               
 2:45 pm          3:00 pm          Closing Message        Todd Arnold and Rod Litke
 
                               
 3:00 pm
         5:00 pm          AGA EEI Spring Executive Meeting
        Texas Ballroom J  |   AGENDA

 
                     
 


 3:00 pm
         5:00 pm
         Canadian Electricity Association
Debrief

       Texas Ballroom I AGENDA
 
                               
 3:00 pm
         5:00 pm
         Water Customer Service Executive Council
       Texas Ballroom G | AGENDA
 

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