Phoenix Convention Center
North Building | Second Level | Room 221A-B

MONDAY, April 8th

7:15 am | Breakfast -Room 222 
8 am | Welcome Message 
8:15 am | Top of Mind Issues -
Ed Zazzali, KAF Chairperson
Issues collected from registered attendees prior to Key Account Forum will be posted at each table. To start the dialogue, attendees are asked to stand, introduce themselves and mention new issues not included on that list. The format and approach for upcoming breakout sessions will also be described by our Venue Executive and Chair.
9:30 am | Economic Development - The Key Account Manager's Role
Most utilities play a key role in the economic development process for the regions they serve. These utility panelists will explore how a key account manager supports this process.
Randy Baynes, Sr Acct Exec, Lrg Customer Services-Government & External Affairs, BGE
Erik Robie, Dir, Customer Programs & Products, Avangrid
GiGi Carroll, Mgr, Business Client Relationships, JEA
10:30 am | Break
11 am | Becoming a Trusted Energy Advisor-Transforming Your Key Account Management Program
A significant number of large commercial customers are actively pursuing alternative energy choices, driving the “New Energy” marketplace. One utility (Ameren) recognized their Key Account Management Program was critical to understanding early-on the "New Energy" needs of their customers. This session will provide an overview of the Key Account program transformation undertaken to position Ameren to become a trusted energy advisor. 
Tom Thompson, Mgr, Key Accounts, Ameren 
Paul Rice, Director, Black & Veatch Corporation 

12 pm | Working Lunch / Breakout Session
2:30 pm | Break
2:45 pm | Translating Customer Voice into Business Strategy
Key account management organizations in progressive utilities are leveraging voice of customer, data, and analytics to improve the relationship with their largest business customers. In this session, learn how American Electric Power (AEP) leveraged primary and secondary research, including business customer focus groups, along with analytics and intelligence to enhance its business customer strategy.
Presenters: Greg Earl, Communications & Customer Experience Mgr, AEP Ohio
James DeLoid, Group Product Mgr, FirstFuel Software

3:45 pm \ Wrap Up- Ed Zazzali and Mark Wyatt
6:30 pm \ Reception and Dinner | Wrigley Mansion


TUESDAY, April 9th 
7:15 am | Breakfast 
8 am | Power Quality-What is the Role of the Key Account Manager?

This session will explore how utilities are supporting power quality studies to address issues with major account customers. Join those who are questioning: what is the role of the account manager in developing the study, how much ‘beyond the meter’ engagement is required, and what tools or best practices are being used in the process?
Ed Zazzali, Mgr, Business Customer Solutions, PSE&G
Steve Pokrywa, Key Customer Advisor, PSE&G

9 am | Customer Segmentation 
A panel of key account managers will discuss how they segment customers, including strategies for determining how many customers are assigned per account manager.
David Olivier, Mgr, Strategic Accounts, Eversource
Al Prendergast, Mgr, Customer Accounts, PECO

10 am \ Break
10:15 am | Breakout Session
11:30 am | Working Lunch/ Implementing an Effective Outage Notification Process - Fact or Fiction?
This session will explore what it takes to implement a successful outage notification process for the large customer segment. What role does technology play, how are utilities leveraging their T&D organizations in the process, and how effective are these processes.
Jeff Batara, Mgr, Customer Accounts, ComEd
GiGi Carroll, Mgr, Business Client Relationships, JEA

1:30 pm \ 
Keynote Speaker – Roy Spence 
Roy's passion is entrepreneurship which he refers to as the miracle of America." He deeply believes that when america is at her best, it does not matter what your last name or zip code is if you can dream it, you can build it.
3:30 pm | Onboarding and Training Key Account Managers 
This session will explore approaches and best practices for hiring, training, and retaining key account managers.
Lee Nelson, Corporate Account Mgmt – Team Lead, Consumers Energy
4:30 pm \ Wrap UpEd Zazzali and Mark Wyatt dismiss to CS Week Exhibit Hall