May 18 - 19, 2020
Omni Fort Worth Hotel | Fort Worth, TX
  View the advisory panel here  


Monday, May 18, 2020

  7:30 am - 8:30 am

  8:30 am - 5 pm
  CS Week Executive Summit | Texas Ballroom E
       Click here to view the agenda
  6 pm - 9 pm
  Networking Social & Cocktails
Executive Summit Dinner

Tuesday, May 19, 2020

  7:30 am - 8:30 am

  8:30 am - 3 pm
  CS Week Executive Summit | Texas Ballroom E
       Click here to view the agenda
  3 pm - 5 pm   Public Power Collaborative
  3 pm - 3:05 pm
  Welcome Public Power Collaborative
       Dave Tomlinson, CS Week
  3:05 pm - 3:20 pm   Remote Disconnect Meters
       Moderators: Johnetta Hinson, Mgr, Customer Service, Kansas City BPU
      Municipal utilities have unique challenges associated with remote disconnection of service. This discussion will include lessons learned when implementing new systems as well as best practices from utilities with a proven track record of success.
  3:25 pm - 3:40 pm
  Post-Transaction Surveys
       Moderator: James Barnes, Chief Operating Officer, City of Tallahassee
      Voice of the Customer post-transaction, automated customer surveys have become extremely popular within service organizations. Are we getting accurate information through this medium? What are some of the pitfalls of drawing conclusions from the data?
  3:40 pm - 4 pm   New Technology and Digital Natives
       Moderator: Bill Shepherd, Chief Customer Officer, Gainesville Regional Utilities
      Digital Natives Generation Y and Millennials have grown up with an explosion of new technology. They demand personalization in their interactions and expect cutting-edge solutions to communication. How does the municipal utility build a roadmap to meet this demographic in the future?
  4 pm - 4:20 pm   Chief Digital Officer
       Moderator: Joe Tellez, Chief Technology Officer, Tacoma Public Utilities
      Is the Chief Digital Officer role synonymous with the Chief Customer Officer? How do these roles work together to ensure the appropriate digital strategy?
  4:20 pm - 5 pm
  Customer Relationships in the Budgeting Process
       Moderator: David Kus, Asst. GM Customer Service, Lakeland Electric
      When prioritizing spending on customer-focused initiatives, monetizing the customer impact can be a key factor in selecting these over other hard asset projects. This session will discuss some of the more successful approaches to this challenge.
  5 pm
  Closing Remarks
       Dave Tomlinson, CS Week