Welcome to CS Week!
Hello from Sherman, Texas, the headquarters of CS Week! I’ve been associated with the largest utility CX event on the planet for decades and both a witness and participant to many tectonic industry changes including:
The shift away from manual and batch processing to online systems with real-time updates and automated processes
Relational databases focused on customers, not premises, and the integration of disparate software to enable a 360° view of the customer/utility relationship
AMI and its tsunami of interval data, providing actionable intelligence and advanced analytics capabilities for every meter-to-cash process
Significant mergers and acquisitions, in both utilities, vendors and consultancies
Cloud technologies and novel business models like managed services and hosted infrastructure
COVID-19 pandemic and the workplace and employee relations change it ushered in and continues to influence
This evolution has been exciting. I enjoy the business of utilities; I like that customer service operations keep changing to be better, faster, cheaper and more reliable. That’s also the stuff of CS Week, presenting today’s challenges and solutions while anticipating tomorrow’s. Utility professionals are unique in this conference space because they readily share and seek collaboration. Their willingness to openly show and tell both success stories and lessons learned from missteps is the key ingredient in CS Week’s secret sauce. Because of that transparency, utility professionals and industry sponsors/exhibitors trust CS Week.
I’m no palm reader, but my inner crystal ball predicts more of the same: incredible utility change, societal shifts and other industries’ trends spilling over into electric, gas and water customer service. This dynamic opens many opportunities for CS Week to continue to be relevant, relatable and rewarding.
There are many; here’s my top 10 topics utilities are facing today and tomorrow:
1. Conservation and the ‘greening’ of utilities
2. Workforce and workplace evolution
3. DEI – Diversity, Equity and Inclusion
4. Inflation, the economy and
5. Social justice imperatives
6. EVs and their myriad of infrastructure, CX
and demand issues
7. Digital currencies
8. Cyber Security issues
9. Increased frequency and severity of adverse
10. Competition and demand for
Count on us to continue to provide role models, solid examples and respected resources to meet these challenges. Together, we will continue to be your comprehensive, affordable, solutions-oriented, must-go utility customer service conference. Visit other tabs and website pages for information or call
903-893-3214 to talk personally with our knowledgeable staff. I look forward to welcoming you to the next CS Week!