Wednesday -- 2:00 - 3:00 pm

Analytics

A Tale of Two Cities: Balancing Service, Cost and Innovation

Billing & Payments

Transforming  the New Customer Experience

Contact Center

The Path to World Class Contact Center

Credit & Collections

Managing the Balance Transfer Process

Digital Customer Engagement

Engaging Customers with a Smart Speaker App

Strategies & Management

Building a Customer Experience Digital Technology Platform for Utilities

Sponsor Solutions

Electrify Your Payment Strategy with Mobile Wallets
Presented by Speedpay and joined by Walletron and Peoples Natural Gas

Experience is Everything: Transforming the Customer-Journey with a Modern CIS
Presented by Vertex and joined by DC Water & Sewer and Pinellas County

Improving Contact Center Effectiveness with Intelligent Data
Presented by Neustar and joined by Puget Sound Energy

Target Operating Model: Bridging the Gap Between Strategy and CIS
Presented by EY