Complimentary Registration


Tuesday, May 19, 2020
Room: 204 A/B

Theme: Seeing Customer Ops in 2020

Join Oracle for a day of discussion and discovery focused on four topics impacting customer-facing operations today. We’re changing things up this year to bring more conversation and utility voices to the forefront while also providing our perspective and updates on what we’re doing to prepare utilities for:

  1. Driving customer ops success with cloud and other innovations
  2. Delighting customers by delivering great experiences
  3. Maximizing the value of AMI
  4. Enhancing operational performance through analytics


8 am - 8:30 am

Continental Breakfast (sponsored by Oracle)

8:30 am– 8:45 am

Oracle Utilities Welcome & Introductions

Speaker: Hillary Martin, VP Product Strategy & Marketing, Oracle Utilities  
  Oracle Utilities Industry & Product Vision

Kick-off the day with an overview of trends impacting the customer-facing operations of utilities and what Oracle is building into our solutions to prepare them for the future. We’ll also set the stage for the day’s conversations by providing an introduction and framework for the rest of our agenda.

Chona Emerson, Director, Customer Solution Management, Oracle Utilities
9:45 am - 10:45 am Session 1: Customer Technology in Focus - Strategies for Success

30 Min: Oracle Overview: What we’re working on
This session will highlight the latest innovations that Oracle is building into our CIS offerings with an emphasis on the tools and tech that make cloud-based, SaaS CIS more compelling than ever.

15 Min: Utility Talk
Hear the strategies, key considerations and lessons learned from a utility that’s made the commitment to move these mission critical systems to the cloud.

15 Min: Breakout Discussion
Bring your customer tech and cloud/SaaS questions, concerns, lessons learned, and more to the table to chat with fellow utility attendees and Oracle subject matter experts. 
10:45 am - 11 am  Break

11 am - 12 pm

Session 2: CX in Focus: Delighting Customers

30 Min: Oracle Overview: What we’re working on
Integration and automation across meter-to-cash and customer experience applications can help utilities delight customers while driving more business value. In this session, we’ll paint the picture of end-to-end customer experience and operations in the Oracle ecosystem. 

15 Min: Utility Talk
Hear one utility’s strategies for enhancing customer experience and driving operational value.

15 Min: Breakout Discussion
Bring your CX challenges, experiences and questions about self-service, web portals, mobile, and more to discuss with fellow utility attendees and Oracle subject matter experts.

12 pm - 12:45 pm

Lunch (sponsored by Oracle)

12:45 pm - 1:45 pm

Session 3: AMI in Focus: Key Considerations for Customer Care


30 Min: Oracle Overview: What we’re working on
Advanced metering, and the treasure trove of data it brings, is still a hot topic for many portions of the utility industry. This session will highlight the trends we are seeing in metering and what we’re focusing on to help utilities tap meter data to drive performance.

15 Min: Utility Talk
Hear from an Oracle client about a recent metering initiative.

15 Min: Breakout Discussion
This is a great chance for those who’ve “been there” in AMI projects to share their experiences with those seeking answers and lessons learned. 

1:45 pm - 2 pm  Break

2 pm - 3 pm

Session 4: Analytics in Focus: Driving Business Value Out of Data


30 Min: Oracle Overview: What we’re working on
What is possible as analytics and intelligence becomes embedded within the applications utilities rely on to run the operations? This session will dive into the data future from Oracle Utilities’ perspective and provide insights on what’s ahead.

15 Min: Utility Talk
Here how one utility is tapping data to drive operational and customer value.

15 Min: Breakout Discussion
Bring your data and analytics questions and perspectives to share with colleagues in this guided discussion forum.

3 pm - 4 pm Optional Office Hours with Oracle Utilities
  Following the close of our program, the Oracle Utilities team will remain on site, ready to answer questions or discuss your customer operations initiatives. Bring your questions, successes to celebrate or any other items you would like to discuss. This is your time to set the agenda and get one-on-one access to our subject matter experts. 


If you have a Synergy Group question, please contact:

Shawnna Ansley

Synergy Groups Manager