$349 Registration Fee

Room 130
April 9, 2019  |   8:00 AM - 3:00 PM 


7:30 AM - 8:00 AM

Continental Breakfast



7:30 AM - 8:00 AM 




8:00 AM - 8:30 AM

Welcome / Introduction to Contact Center Synergy Group

Alfred Glass, Director of Customer Service, New Jersey Natural Gas



8:30 AM – 9:15 AM

Don’t Measure Performance, Develop Engaged Employees  

Speaker: Barb Powers, Specialist Leader,  Deloitte Consulting LLP


Studies show that happy and engaged workforce are 3 times as productive as their counterparts. Today, employees have more options than ever for flexible and exciting working environments. It’s imperative for contact center leaders to leverage cutting edge technologies to drive engagement. Motivate contact center staff at all levels through the use of gamification and automated performance management. Observe a demo of an interactive scorecard from an agent and supervisor point of view.

9:15 AM – 10:00 AM
Customer Experience Drives Utility of the Future Strategy

Speakers: AES Speaker TBA & Hattie Winter, West Monroe Partners

AES is developing a Utility of the Future strategy that embeds customer experience at its heart. This initiative includes the development of a customer experience strategy and framework with customers, employees and leadership.  Early outcomes include a customer-centric rally cry to engage employees, customer driven guiding principles, a customer lens to drive new investments, new processes and sustainable culture throughout the organization.  The presenters will discuss critical stakeholder interactions during the initial stages of this strategy, and key outcomes.  They will also provide entertaining insights that capture some of the “aha” moments during the process.  Finally, the presenters will provide a glimpse into the challenges and dynamics involved in balancing a global asset management perspective with local customer – driven strategy and results.

 10:00 AM - 10:15 AM
Break – Refreshments in foyer 
 10:15 AM - 11:00 AM
Expanding Excellence Winners: Where are They Now?
  Speaker: TBA
 11:00 AM - 12:00 PM
Employee Experience Drives Customer Experience: PGE’s Customer Transformation

Speaker: David Worth, Divisional CIO for Smart Grid Operations, Portland General Electric & Brian Mcternan, Senior Manager, Accenture

  When Portland General Electric went live in May 2018, critical business operational metrics, like average handle time and back office exception levels were meeting targets within one month.  This is thanks to the Business Enablement strategy that PGE and Accenture partnered to implement over a four-year program.  In this presentation, we will provide an overview of our leading business enablement practices for a customer transformation program, leveraging PGE as an end-to-end case study.  Key topics will include: visioning the experience and organization of the future; developing the capabilities of the leadership team; educating and upskilling employees using agile and immersive learning tools and techniques; and setting up an organizational structure that sustains the transformation benefits over time.
12:00 PM - 1:00 PM



1:00 PM – 2:30 PM

Open Forum Discussion


Attendees, this is a great opportunity to bring Hot Topics and Top of Mind issues to discuss with peers in your industry with similar interest and challenges. 


2:30 PM - 3:00 PM

Closing and Surveys

We will close with a review of today’s session and completion of surveys. 

If you have a Synergy Group question, please contact:


Synergy Groups Manager