AGENDAS


A Forum for Thought Leaders

Monday, April 8, 2019
Phoenix Convention Center

   
  AGENDA

           
   7:00 AM - 8:45 AM
      Registration and Check-In | West Bldg. 300 Level Foyer
           
   7:30 AM - 8:30 AM       Breakfast
           
   8:30 AM - 8:40 AM       Welcome Message |  West Bldg. 300 Level Ballroom
           Rod Litke, CEO, CS Week
           
   8:40 AM - 8:50 AM        LeadNext Class of 2018-2019 - Recognition of Graduates
           Vic Hatridge, Venue Executive, CS Week
           
   8:50 AM - 9:00 AM
      Summit Introduction & Polling
           Connie McIntyre, Venue Executive, CS Week
           
   9:00 AM - 10:00 AM    Deep Dive
  Megatrends: Where Are We Headed?
    Featuring Boston Consulting Group's Center for Sensing & Mining the Future scientist Alison Sander, this session explores how to identify megatrends that will shape the future for your company. Our guest speaker will leverage the survey responses from attendees to delve into the megatrends that will be most important in the Utility industry.
           
          Speaker:
Alison Sander, Director, Center for Sensing & Mining the Future
Boston Consulting Group

           
   10:00 AM - 10:30 AM
   Break    
           
   10:30 AM - 11:00 AM    CS Trends
  Next Steps: Megatrends And How They Relate to CX Strategy
          Our sponsor panel will weigh in with their views of utility industry trends and how they inform and impact CX strategy.
           
           Panelists:
Ben Edelbrock, VP, Digital Innovation, SAP
Hillary Martin, VP, Industry Strategy, Oracle Utilities
Justin Segall, President and Co-Founder, Simple Energy
           
   11:00 AM - 12:00 PM   Deep Dive
  Building Your Customer Experience Roadmap
          What lies behind the development of a comprehensive CX? Smart utilities recognize the answer is a roadmap, one that creates a customer-focused culture, transforms the customer experience (CX) and defines the investments needed to support it. Explore the elements and framework of a CX roadmap. Learn how to manage the roadmap on a go-forward basis to ensure progress is made and tracked on important initiatives like improving CSAT and transforming employee culture.
           
           Speakers:
Brent Baker, NVP, Cust Experience Operations, Liberty Utilities
Michael Murphy, General Manager, Customer Services, Consolidated Edison
           
   12:00 PM - 1:00 PM       Lunch
           
   1:00 PM - 2:15 PM    Breakout   Developing an Analytics Strategy: Part 1 or
Launching an Analytics Capability: Part 2

          The powerful tool of analytics can dramatically help a utility improve CX, operations and financial outcomes, but how should utilities use these new capabilities? Concurrent breakout sessions will address two critical phases of the utility analytics journey: strategy development and analytics launch.

The powerful tool of analytics can dramatically help a utility improve CX, operations and financial outcomes, but how should utilities use these new capabilities? Concurrent breakout sessions will address two critical phases of the utility analytics journey: strategy development and analytics launch.

These are concurrent sessions:
- The first session targets organizations looking to develop their analytics strategy and roadmap but who have not yet established a center of excellence. Content will focus on the value proposition, architecture, gaining alignment and buy-in, human resources and organization, and opportunities for early wins.
- The second session targets organizations with an established center of excellence that are interested in further enhancing their capabilities. Content in Part 2 will focus on advanced business applications, success stories, challenges, and opportunities to move from competency to competitive advantage.
- The first session targets organizations looking to develop their analytics strategy and roadmap but who have not yet established a center of excellence. Content will focus on the value proposition, architecture, gaining alignment and buy-in, human resources and organization, and opportunities for early wins.
- The second session targets organizations with an established center of excellence that are interested in further enhancing their capabilities. Content in Part 2 will focus on advanced business applications, success stories, challenges, and opportunities to move from competency to competitive advantage.

           
           Speakers:
Dr. Matthew Croucher, Director, Business Analytics, Entergy
Raiford Smith, VP, Energy Technology & Analytics, Entergy
           
   2:15 PM - 2:45 PM       Break
           
   2:45 PM - 3:15 PM    CS Trends
  It's All About the Data!
          Our sponsor panel will share available analytical tools in the industry and how they are being deployed to promulgate utilities' analytics strategies.
           
           Panelists:
Swapnil Shaw, CEO, FirstFuel
           
   3:15 PM - 4:30 PM    Deep Dive
  Measuring the Customer Experience
          As Voice of the Customer has become more critical to utilities, gathering and applying its results has become increasingly more complex. Hard-to-reach customers are survey weary, but more channels and additional offerings require understanding customer behavior at a deeper level to assess, diagnose and transform the CX. This session will explore innovations in survey methods, data and speech analytics and integration with service delivery management practices.
           
           Speaker:
Juan Lopez, Sr. Manager, Omni Channel, Florida Power & Light
Penni McLean Conner, Chief Customer Officer & SVP, Customer Group, Eversource Energy
           
   4:30 PM - 5:00 PM       Closing Message
           
   6:00 PM - 9:00 PM
      Executive Summit Networking Reception & Dinner
 
 





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