May 18, 2020 | 8:00 AM - 3:00 PM             Complimentary Registration

Fort Worth Convention Center 
Room 203 A/B

Agenda

8:00 AM - 9:00 AM Registration and Continental Breakfast sponsored by SEW

 


9:00 AM - 9:30 AM

Vision 2020-2025 - The Global Energy and Utility Industry Outlook

  Speakers: Deepak Garg, Founder/Chairman, SEW
                   Lance Brown, Vice President, SEW

 

In 2019, the global industry is continuously on the path of digital transformation by bringing new technologies, business models, and shaping the customer experience (CX). In this session, we will share how energy and water utilities will raise the bar on digital customer experience in the next five years and create a smarter & sustainable ecosystem for tomorrow.

   

9:30 AM – 10:00 AM

Providing 360-Degree Prosumer Experience: Leverage the Power of AI/ML/IOT and Analytics to Provide Better CX in the Entire Customer Journey 


Speaker: Harman Sandhu, President, SEW

  In the new digital landscape, the customer has become active player. SEW will discuss how prosumers will give rise to the energy marketplace and how resources such as solar panels and EV will drive the growth of prosumers in a competitive world.
   
10:00 AM - 10:15 AM Tea & Coffee Break (sponsored by SEW)
   
10:15 AM - 11:00 AM Customer Spotlight: SEW, SDGE, SWG and Duke Energy, Transforming CX and Discover a Smart Energy Future Through Innovative Digital Technologies
  Speakers: Harman Sandhu, President, SEW, SDGE (TBD), SWG (TBD) & Duke Energy (TBD) 
  SEW, SDGE, SWG and Duke Energy will discuss how the adoption of innovative self-service platforms shape the customer experiences in the evolving digital world. These platforms not only help in building seamless customer journeys but provides a holistic view of interactions across multiple personas such as residential, commercial, and industrial customers, thus improving customer satisfaction and creating a smarter energy future.
 
11:00 AM - 11:30 AM
SEW and SAP Session - Future of Customer Experience and Service Cloud Roadmap
   
11:30 AM - 12:30 PM
Lunch and Networking sponsored by SEW
 
12:30 PM - 1:00 PM Panel Spotlight: Santee Cooper, Fairfax Water, Water Services Corporation (Corix Group) and SEW - Creating a Culture of WOW CX and Services
  Speakers: Water Services Corp, TBA, Fairfax Water, TBA and Santee Cooper, TBA
Brad Adamske, Vice President (SEW)

Moderator: Brad Adamske, SEW

WSC Support Services with SEW will discuss how to achieve the objective of customer excellence, exceed customer expectations, enhance customer value and preserve the environment. We’ll explore how utilities today can drive excellence through innovation, effectiveness, efficiency and state-of-the-art technology.
   
1:00 PM - 1:15 PM
5 Megatrends Reshaping the Global Energy and Water Utility Sector 
  Speaker: Darren Brady, CCO, Smart Energy Water
Co-Speaker: TBA
  Speakers from WSC, Fairfax Water and Santee Cooper will discuss the project objectives, challenges, and how the adoption of digital and mobile technologies help in delivering excellent customer service. We’ll learn how utilities today utilizes the new technologies to help customer better understand their energy and water use and stream-line their business processes.
 
1:15 PM - 1:30 PM
Innovation in Cloud: The Next Gen Digital Utility Revolution
  Speakers: Harman Sandhu, President, SEW, and 
IBM,TBA

 

Every customer touch-point is an inflection point that can make a difference in utility customer experience. SEW and IBM experts will unlock the potential of cloud to help utilities improve their performance and deliver services & experiences more efficiently.

   

1:30 PM – 2:00 PM

Customer Spotlight: SEW and City of Tacoma - Best Practices in Customer Communication, Adopting the Multi-Channel Approach 

  Speakers: Tacoma Public Utilities, TBA and Brad Adamske, VP, SEW

 

SEW and City of Tacoma will together discuss how to keep today’s tech-savvy customer digitally connected via preferred modes of communication. We’ll explore how, through a multi-channel approach, service providers can offer world-class experience through proactive communication, giving consumers the right information at the right time and empower them using digital channels.
   
2:00 PM - 2:15 PM Tea & Coffee Break Sponsored by SEW
   
2:15 PM - 2:30 PM The Essential Guide to Customer Outreach: 5 Effective Ways to Improve Customer Adoption
  Speakers: SEW, TBA
  SEW will discuss ways to improve customer adoption through effective communication and outreach strategy.
   
2:30 PM - 3:00 PM SEW Energy & Water Utility Awards and Closing
  SEW is fortunate to have the opportunity to support business objectives of utilities while contributing to global energy and water sustainability. As we close our Synergy Group, we will take a moment to recognize the first-class utilities and forward-thinking partners that inspire us to continue pushing the boundaries with our award-winning digital customer engagement and data analytics platform.

If you have a Synergy Group question, please contact:

Shawnna Ansley

Synergy Groups Manager
903.893.3214
sansley@csweek.org