May 18 - 19, 2020
Omni Fort Worth Hotel | Fort Worth, TX

View the Steering Committee Members Here

Monday, May 18, 2020

  7:30 am - 8 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   Breakfast
  8:30 am - 3 pm 
  CS Week Executive Summit | Texas Ballroom E
       Click here to view the agenda
  1 pm - 1:20 pm
  Welcome Water Customer Service Executive Council
  1:20 pm - 1:40 pm
  Remote Disconnect Meters

   Moderator: Bill Kephart, Jr, Dir, Utility Customer Ops, Veolia North America

  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.

  1:40 pm - 2 pm
  Customer Expectations
       Moderator: Timothy Davis, Dir, Revenue Measurement & Control, Austin Energy
      Often, municipal utilities are judged on the small percentage of exceptions not meeting customer satisfaction or situations that require exceptions to normal utility processes. What people, process or technology improvements are utilities taking to proactively address gaps in the customer experience?
  2 pm - 2:20 pm
  Automated Metering Infrastructure
       Moderator: Mike Aragon, Chief of Staff, Denver Water
      What are some water-specific implementation issues associated with AMI systems? This round-table discussion will include lessons learned from utilities that have taken the AMI journey from installation to customer delivery.
  2:20 pm - 2:40 pm
  Customer Relationships
       Moderator: Theresa Baptiste, Dir, Customer Service, California Water Service
      The world of customer relationship management is constantly evolving. What opportunities face water utilities in this space that are different than in other utility segments like gas or electric?
  2:40 pm - 3 pm   Affordability Metrics
       Moderator: Theresa Baptiste,Dir, Customer Service, California Water Service
      Learn best practices in how water utilities can consider affordability in the rate making process across user classes.
  3 pm
  Closing Remarks
      Bill Kephart