$349 Registration Fee 

Room 123

April 9,2019 | 8:00  AM - 3:00 PM


7:00 AM - 8:00 AM

Continental Breakfast - Rooms 129 A/B



7:30 AM - 8:00 AM 




8:00 AM - 8:15 AM

Welcome to Outage Communications Synergy Group


 Tim Lang, Dir, Business Effectiveness & Integration, WeEnergies


8:15 AM – 9:00 AM

Attendee Introductions

  Attendees will introduce themselves, the type of utility they represent, and Hot Topic / Top of Mind topic.
9:00 AM – 10:00 AM
Improving Outage Communications through Digital Multi-Channel Notifications

Speakers: Joe Tellez, Chief Technology Officer, Tacoma Public Utilities, Utility Technology Services Section
& Brad Adamske, Sr VP, Sales North America, Smart Energy Water

Tacoma Public Utilities(TPU)  is the largest department in the Tacoma City Government and a citizen-owned utility that serves power to over  175,000 customers in Tacoma, University Place, Fircrest and portions of Fife, Lakewood, Federal Way, Steilacoom, Joint Base Lewis-McChord and other sections of Pierce Count.  TPU has a proud tradition of operating and maintaining one of the United States' oldest municipally owned water systems.  TPU’s mission is to ensure service reliable power and high-quality water at competitive prices.

TPU is driven to ensure they meet increasing customer expectations for an engaging digital experiences, just like other service  providers and started the one their most important and timely communication issues,service interruptions and restoration.   TPU wanted to reach out to their  customers proactively via the customers’ preferred mode of communication.  To meet this objective, TPU deployed the award-winning digital customer engagement platform Smart Customer Mobile (SCM®) to provide proactive communication during service outages and restoration.

 10:00 AM - 10:15 AM
Break in foyer near rooms 123 and 130
 10:15 AM - 11:00 AM
Continuing to Use Voice of Customer to Evolve Outage Communications
  Speaker: Brian Lambert, OM Customer Communications, We Energies

We Energies and WPS recently completed research with their customer online panel around outage management customer communication with a special focus on storm restorations and digital channels.  They will share what they learned from this research and how it has driven changes in how these two utilities communicate to their customers during storm restoration.

 11:00 AM - 12:00 PM
Open Forum:
   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. 
12:00 PM - 1:00 PM
Lunch - Rooms 129 A/B



1:00 PM – 2:00 PM

Deliver Certainty with Every Proactive Outage Notifications


Speakers: Harry Singh, Managing Dir, Sharene Williams, Sr Mgr
& Kyle Dungan, Mgr, Deloitte Consulting

  Outages naturally represent a time of uncertainly and inconvenience for customers and communities. Transparency and accurate information regarding the outage situation and the restoration process can foster trust and comfort to improve the customer experience. Communicating ETRs to customers can be challenging. Observe a demo of an automated proactive outbound customer communication, and how that improves customer experience and reduces cost.

2:30 PM - 3:00 PM

Q&A Session, 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:

Shawnna Ansley

Synergy Groups Manager