A Forum for Thought Leaders

May 18, 2020
Omni Hotel | Fort Worth, TX

  7 am - 8:45 am        Registration and Check-In
  7:30 am - 8:30 am       Breakfast
  8:30 am - 8:35 am       Welcome Message
          Rod Litke, CEO, CS Week
  8:35 am - 8:45 am
      Summit Introductions and Attendee Polling
          Connie McIntyre, Venue Executive, CS Week
  8:45 am - 9:45 am  
  Growing Up as a Digital Native
    This talk addresses what it means to grow up in an always-on, always digitally connected world. Impacted is the family, teenage socialization, driving behaviors, cyberbullying, self-esteem and mental and physical health, and increased cybersecurity risk. 
          Speaker: Dr. Julie Albright, Digital Sociologist
  9:45 am - 10:15 am       Break
  10:15 am - 11:15 am  
  Customer Contact Personalization
          What are other industries, like hospitality, banking, manufacturing, and retail, doing to personalize the customer experience? Learn what technologies are being deployed such as artificial intelligence, speech and predictive analytics to anticipate and react to customer behaviors. Could this be right for your utility?   
           Moderator: Abhay Gupta, CEO & Founder, Bidgely
  11:15 am - 12 pm       Next Steps - What's Hot in Personalization?

Our sponsor panel will share more insights on their views of how utilities are creating value by personalizing the customer experience in our digitally connected world.

           Industry Experts from AAC Utility Partners, Ernst & Young & SAP
  12 pm - 1 pm       Lunch
  1 pm - 1:15 pm
      Recognition of LeadNext Graduates
          Vic Hatridge, Venue Executive, LeadNext
  1:15 pm - 2:15 pm       Busting Silos and Going Against the Grain
          Internal silos that have evolved within utilities as a result of regulatory and program structures are some of the biggest challenges to providing a cohesive customer-centric culture. For utilities to deliver the consistent energy experiences and actional recommendations that customer now expect across any channel, departmental and data silos have to be broken down. Join us to hear examples of the strategies some utilities and their customer organization leadership are now employing to support silo busting and create a more consistent, holistic customer experience.
Louise Scott, VP, Customer Experience, Southern Company Gas
  2:15 pm - 2:45 pm       Break
  2:45 pm - 3:45 pm  
  Integrating Customer Satisfaction into the Customer Experience Journey
          Utilities are increasingly focused on improving comparable metrics of customer engagement, like customer satisfaction, loyalty, etc . But what returns are utilities realizing for those efforts? This presentation will feature utilities that are leveraging their improving satisfaction position to grow revenue and improve the service experience.
          Jared Lawrence, VP, Revenue & Metering Svcs, Duke Energy
Corry Poole
, VP, Customer Experience, Sales & Marketing, ENMAX

Moderator: Industry Expert from Sponsor Uplight
  3:45 pm - 4:45 pm       Are They Coming to Eat Our Lunch?
          Global market strategist will give a deep dive into the companies and technology that represent the biggest threats to utility survival. By learning about established companies and under the radar upstarts, utilities can learn who is positioned to displace electric, gas, and/or water utilities. This session will reveal utility vulnerabilities that disruptions intend to explode.
          Special Guest: Peter Fox-Penner, Founder & Director, Boston University Institute for Sustainable Energy
Moderator: Penni Conner, SVP & Chief Customer Officer, Eversource
   4:45 pm - 5 pm       Closing Message
          Connie McIntyre, Venue Executive, CS Week
   6 pm - 9 pm
      Executive Summit Networking Reception and Dinner
Whiskey Ranch
4250 Mitchell Blvd
Fort Worth, TX 76119

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