Wednesday -- 3:15 - 4:15/4:30 pm


Delivering the "Right" Message to Your Customer

Contact Center

Engaging Customers to Resurrect an IVR

Credit & Collections

Utilities United Against Scams - Protecting Our Customers

Digital Customer Engagement

Empowering and Educating Customers with Digital Customer Engagement

Field Services

Minimizing Truck Rolls and Unproductive Orders

Strategies & Management

Reinventing Customer Experience Through Journey Mapping

Sponsor Solutions

Significance of Early Focus on Data for Successful CIS Transformation
Presented by Infosys and joined by Southern California Edison

Complex Billing in the Age of Distributed Generation
Presented by
Hansen Technologies

Customer Service: Investment or Expense?
Presented by Avertra and joined by Gravity Payments

Advent of Utilities Products, from Portal to Marketplace
Presented by SAP