$495 Registration Fee

May 19, 2020  |  8 am- 3 pm
Room:  201 B



7 am - 8 am

Breakfast Buffet - Ballroom C



8 am - 8:15 am 




8:15 am - 8:30 am

Welcome & Introductions to Digital Customer Engagement Synergy Group


Facilitator: Sandra Broughton, Dir, Customer Ops Support, Southern Company Gas


8:30 am – 9:15 am

Engaging Utilities Around the Digital Challenge

Speaker: Jeffrey Daigle, Dir, Customer Experience, E Source

  Facilitator:  TBD
  Summary: "It has been difficult to understand what is best in class for digital containment. What are utilities measuring? How are we stacking up? What are some tactics to improve digital containment and overcome the challenges." Today’s utilities face the common challenge of competing among digital giants such as Amazon and Uber. Social media outlets enable ongoing engagement as consumers influence and sway public opinion. eSource shares its latest research to inform utilities around the hot topics raised on digital containment. Hear the unique challenges facing water, gas and electric utilities and how leaders are tackling the issues.

9:15 am – 10 am
How To Be Digital Inside and Out
  Speakers: Amanda Townsend, Dir, Contact Center Ops
April Pinkston, Sr Mgr, Transformation Office, both of Oncor
  Facilitator: Sonia McCollum, Mgr, Digital Customer Experience, Southern Company
  Summary: Oncor has embarked on a journey to transform the customer engagement experience over the past two years. At the center of this successful initiative is the utilization of technology and tools to help employees help customers. From a complete revamp of the social media strategy and tools to offer 24/7 care, to putting the power into an employee’s hands to answer questions from their neighbors, making data and communication accessible has been at the forefront of each project.

Oncor’s internal employee app allows all employees to see and use information and send requests for customer follow ups. This has empowered employees at all levels to take ownership of customers and be a driver to improve their overall experience. The social media experience continues to evolve but is now focused on fast response times, 24/7 engagement and an empathetic approach.
 10 am - 10:15 am
Coffee/Tea Break
 10:15 am - 11:15 am
From Strategy To Execution, The Roadmap to Digital Engagement
  Panelists: Sonia McCollum, Mgr, Digital Customer Experience, Southern Co. Gas,
TBA, Entergy
Shawn Downs, Systems Analyst IT & Customer Service, Charlotte Water
  Facilitator: Jeannine Beran, Principal Business Analyst, Exelon Utilities
  Summary: Digital Engagement may be the biggest game changer since Customer Experience. Learn how utilities have evolved and executed around digital strategy and engagement from industry and peer leaders. These three respected professionals bring the inside perspective and share intel, insights and lessons learned from their digital journeys. This facilitated session will encourage audience Q&A.
11:15 am - 12 pm The Mobile App Decisions for Success 
  Speakers: Susan Adam,Mgr, Customer Solutions, Entergy
Jocelyn Tyler, Mgr, Applications Business Analysis, Pepco Holdings

  Facilitator: Sandra Broughton,Dir, Customer Ops Support, Southern Company Gas 
  Summary: Our speakers tag team to tackle the decision making, implementation and maturity process of developing a mobile app. Entergy discusses the process and factors leading to a “yes decision” to develop an app along with lessons learned in the early stages post launch. Pepco is further along the maturity curve and shares valuable insights to help utilities in earlier stages of the learning curve.
12 pm - 1 pm
Lunch - Ballroom C



1 pm – 2:30 pm

Hot Topics and Open Forum Discussion

  Facilitators: Kinn'zon Hutchinson, Dir, Customer Operations, GRU & 
Eric Mastroiannie, Sr. Project Specialist, Con Edison


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


2:30 pm - 3 pm

Closing and Surveys
  Facilitator: Shawn DownsSystems Analyst IT & Customer Service, Charlotte Water

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

If you have a Synergy Group question, please contact:

Shawnna Ansley

Synergy Groups Manager