Agenda

View our developing session listing below. Please check back as we continue to update our agenda.

General Sessions

Keynote: The Intuitive Customer: Seven Imperatives for Moving Your Customer to the Next Level

Many organizations are witnessing their customer measures stalling and are unclear on what to do to move their customer experience to the next level. In this presentation, customer experience expert Colin Shaw will reveal that understanding human behavior and behavioral economics is the key to improving the customer experience. He will outline his Seven Imperatives for Moving Your Customer Experience to the Next Level and provide examples of organizations that have embraced this approach and improved their Net Promoter scores by as much as 40 points in 30 months.

Presenter: Colin Shaw – Founder and CEOBeyond Philosophy


Keynote: Three Shifts Shaping the Future of Humanity

In this keynote, professional futurist Frank Spencer will explore the three major shifts that are shaping the future of business and society – the Creator Economy, Blurred Reality and Intentional Evolution – and will help participants to create new mental maps to successfully navigate our landscape of increasingly complexity. Conference participants will not only be immersed in many of the emerging trends that are impacting human values and activities, but will also understand how those trends are colliding and converging to form larger patterns of change that will disrupt and transform the world as we have known it.

Presenter: Frank Spencer – Principal and Creative Director, Kedge LLC


Driving Self-Service Adoption with a Mobile-First Mentality

Most customers begin their interactions with companies online – including utilities – and they expect a simple, easy and intuitive digital experience along the way. Learn how Southern California Edison is evolving to meet these digital experience expectations and how its “mobile first” strategy is helping SCE both put the customer first and drive self-service adoption.

Presenter: Michael Backstrom – Director, Customer Experience, Southern California Edison


Day-in-the-Life Deep Dive Helps Georgia Power Identify Customer Pain Points, Reduce Call Volume

Georgia Power’s unique “day-in-the-life” customer brand and engagement study, designed to augment its internal participation and profitability metrics, combined various customer data and industry data studies and allowed the utility to:

  • Identify customer pain points.
  • Reduce or eliminate barriers to a smooth, no-effort interaction.
  • Optimize self-service capabilities and operational efficiency to reduce call volume.

Learn how Georgia Power designed this study and escalated its value by integrating internal metrics into the analysis, and how the organization plans to leverage the findings to identify future business opportunities and meet critical customer needs.

Presenter: Don Hodson – Head, Customer Experience, Georgia Power


From Worst to First: JEA’s Customer Experience Transformation

In 2013, JEA started a journey to transform its Customer Experience after being rated by its residential and business customers as one of the lowest ranked utilities nationally in the area of customer satisfaction. Hear how the most improved utility in the United States surged from the bottom to the top of J.D. Power Electric Utility Customer Satisfaction rankings in only three short years by embracing the voice of the customer, transforming its culture, developing and executing a targeted strategy, and ultimately engaging all of its employees.

Presenter:  Monica Whiting – Chief Customer Officer, JEA


Building Blocks to Value

Many utility customer service leaders find their operations lagging or even trailing in the tools, technology and support necessary to meet customer expectations in the emerging multi-channel/omni-channel space. With limited resources, what are some initial steps to take to jump in and drive value, adoption, and customer engagement while making the case for bigger change? Walk the journey with CPS Energy, and learn how they are organizing the internal resources and partnerships to make meaningful, incremental progress as they execute their customer strategy.

Presenter:  Phyllis Batson – Vice President of Customer Engagement and Care, CPS Energy


Platinum Sponsor: The Mobile Shift: How to Proactively Deliver a Better Customer Experience

In the midst of a global “digital disruption,” customer expectations and technology continue to evolve every second. Influenced by a retail industry in which 20% of shoppers made purchases via mobile phone in 2015, more consumers than ever are reaching for their mobile devices expecting this same level of convenience from your utility. To meet this demand, it’s crucial to make a conscious shift from reactive to proactive communications. Facilitating the mobile experience your customers crave can seem daunting. In this presentation, West will help you create a clear path to delivering results as he explores how leveraging data can help you stay ahead of your customers and reach them on their own terms.

Presenter: Doug Thompson – Director of Product Development, West Interactive Services


General Session: Insights and Opportunities

Chartwell highlights the latest customer experience trends and best practices revealed in the company’s annual consumer and industry surveys. This data-rich presentation will feature insights and opportunities for utilities across a range of topics including billing and payment, customer care and communications, energy programs and services, marketing and outage communications.

Presenter: Scott Johnson – Vice President, Chartwell Inc.


Leveraging Strategic Partnerships to Provide One-Stop Solar Shopping

In an effort to simplify and speed solar energy development, National Grid partnered with EnergySage to roll out a convenient online tool that customers can use when researching and purchasing solar energy systems for their homes and businesses. With support from Rhode Island’s Public Utilities Commission, National Grid is offering its customers a simplified process to research and purchase photovoltaic equipment and earn bonus solar incentives based on their energy reductions.

Presenter: Carlos Nouel – Director of Alliances and Vendor Strategy, New Energy Solutions TeamNational Grid


Data Science: Beyond the Hype

Companies from Amazon to Zappos are scrambling to hire data scientists in the hope such professionals will unearth new information that will lead to new revenue streams or opportunities to streamline operations. Utilities are also in the hunt but what payoff do they expect? Join us for an interactive panel discussion that will showcase early successes and explore future opportunities. Our experts will offer an insider’s view beyond the hype and give practical suggestions on how to succeed.

Moderator: Ben Murdock, Senior Industry AnalystChartwell Inc.

Panelists: Ioannis Katsanos, PhD – Lead Data Scientist, Customer Business AnalyticsCommonwealth Edison (ComEd)
Paul Lesner – Leader, Market Solutions AnalyticsDuke Energy


 

Breakout Sessions

Segmentation Use Case: From concept to practical application

Creating useful customer segmentation can be challenging, from gathering a variety of behavioral, transactional and demographic variables, to building a statistically valid model. Along with the model come segment profiles and personas – and that is just the end of the beginning. Hear how Entergy created its residential customer segmentation, developed segment specific strategies, and established a learning agenda and test plan around the strategies and campaign plans. In addition, you’ll see specific examples of the hypotheses/test plan/execution and learnings – and what is next on the journey to being a data-driven marketing organization.

Presenter: Jennifer Gary – Marketing Manager, Entergy


Expanding the EV Infrastructure: KCP&L’s Clean Charge Network

In January 2015, KCP&L announced plans to install a network of more than 1,000 electric vehicle charging stations across the region, one of the largest electric vehicle charging station installations undertaken by an electric utility in the United States. The effort has elevated the Kansas City metro area to a top-tier location for electric vehicle owners. This presentation will describe the KCP&L Clean Charge Network deployment and the outreach activities carried out to create a positive customer experience.

Presenter: Kristin Riggins – Sustainability Products Manager, Kansas City Power & Light (KCP&L)


Increasing Engagement through Online Customer Communities

What if you had instant access to customers to help make timely business decisions? Would your customers steer you in a different direction than you expected? Find out how Alliant Energy engages its online customer community to get quick, reliable voice-of-customer data while building deeper relationships with customers. Learn why customers want to be heard and how 55% response rates are achievable – without participation incentives!

Presenter: Shawn Kapper – Manager, Customer Experience, Alliant Energy


National Grid’s Journey to a Best-in-Class Online Experience

Realizing that an easy-to-navigate, seamless digital experience is essential to improving customer satisfaction, National Grid is on a continuous journey to improve its web and mobile design. Discover how the utility has successfully endeavored to deliver a best-in-class online experience across a large, multi-state service territory.

Presenter: Steven Abatiello – Manager, Web Operations, National Grid


Enhancing Digital Customer Relationships with Marketing Automation

In this session, attendees will learn how marketing automation tools and strategies can help utilities design experiences that can enhance digital customer relationships. Specifically, by better utilizing automated emails prompted by customer actions, companies can engage more effectively with customers and build a better customer experience.

Presenter: Sonia McCollum – Web Manager, Southern Company


Using Psycho-Linguistics to Trigger Trust

Winning back customer trust with a resilient complaints team is essential, and agents must be able to bounce back from difficult conversations throughout the day. In this session, British Gas will outline the development of a custom training program that enhanced the emotional intelligence and resilience of complaint team agents. During this presentation, you will learn about the use of actors to drive home the difference between rational and emotional conversations, workshops that helped agents create emotionally acceptable arguments and the psychological feedback each agent received from a clinical psychologist highlighting the implications of their personal Emotional Intelligence scores.

Presenters: Dr. Valerie Bram – Managing Director, T2 UK Ltd
Lynda Campbell – Culture Angel, formally Regional Director, British Gas


Allocating Marketing Budgets under the Mass Save Brand

As part of Mass Save, a consortium of Massachusetts gas and electric utilities and energy efficiency service providers, Liberty Utilities works with other members to help the state’s residents and businesses manage energy use and related costs. Learn how Liberty Utilities budgets on a statewide basis to support brand-building and advertising strategy under the Mass Save brand and how the consortium’s budgeting has evolved to educate customers. This session will also provide a brief history of Mass Save, which took home Chartwell’s 2015 Silver Award in Brand Marketing for its 2014 campaign to increase brand awareness.

Presenter: Trish Walker, Senior Energy Efficiency Program Manager, Liberty Utilities


TCPA Risk Management and Compliance

With TCPA class-action lawsuits and major settlement payments in the headlines, companies in all industries must consider how they contact customers and potentially make changes to decrease the risk of potential litigation. This session will provide an overview of the statute and the FCC’s regulations that apply to communications with the public and with customers. Attendees will also learn about issues that may be of particular interest to those active in the utility space, including the pending request for FCC clarification on the scope of any “emergency purpose” exception to having prior consent to call and some common issues encountered by companies attempting to comply with heightened FCC rule requirements.

Presenter: Laura H. Phillips, Partner, Drinker Biddle & Reath


Creating Company Brand Ambassadors with Duke Energy’s “I Can Help” Mobile App

With just a few taps on a smartphone or tablet, Duke Energy employees can now assist friends, family members and neighbors with service questions and issues they are having with the company. With the new “I Can Help” mobile app, customer issues (along with any applicable photo evidence) can be escalated, Duke Energy contact information shared and important Duke Energy topics in the news searched – all in response to a question or concern raised by a customer. Through this app, Duke Energy has enabled thousands of employees to be effective brand ambassadors – supporting customers anytime and anywhere, in or out of the office.

Presenter: Scott Abbott – Channel Strategy Manager, Duke Energy


Xcel Energy: Best Practices in Rate Case Communications

Rate cases are among the most challenging things for utilities to communicate to customers. With a service territory spanning multiple states, Xcel Energy has had the opportunity to hone its approach to rate case communications. Learn from Xcel’s experience – what’s worked, what hasn’t – and their current best practices to help customers understand the value that Xcel delivers vis-à-vis rate cases.

Presenter: Renee Wagner — Director, Billing Services and Operations, Xcel Energy


Diving into Digital

New Jersey Natural Gas (NJNG) has been running the SAVEGREEN Project, a suite of energy-efficiency programs, since 2009. While the project’s marketing has traditionally utilized conventional channels, such as direct mail and leveraging outreach with stakeholders, NJNG has increased leads by nearly 60% on average by supplementing these efforts with a digital marketing program.

Presenter: Susan Ellman – Energy-Efficiency Marketing Manager, New Jersey Natural Gas


Standing Out in the Crowd with Safety Messaging

Energy safety messaging is important, but it can easily get lost in the daily communications clutter. In this session, Con Edison’s Chris Gallo discusses some of the strategies that the New York utility is employing to reach customers, and some important lessons they’ve learned along the way.

Presenter: Chris Gallo – Senior Specialist, Customer Outreach & Education, Con Edison


Improve employee morale, customer satisfaction with work from home agents

Learn how Dominion Resources – with the help of Alorica – established an effective outsourcing solution to better manage their staffing challenges by allowing CSRs to work from home. The program provides CSRs better work life balance, helping to ensure consistent and high quality customer service delivery. While hiring, training and managing work from home operations can be a challenging endeavor, this operations model helps Utilities address critical business objectives such as disaster recovery, business continuity, technical redundancy and handling additional requirements such as hiring in certain states.

Presenter: Kelly Winnett – Manager, Gas Operations, Business Support, Dominion Ohio


Opportunity is Calling: Finding the Hidden Value Inside Your Contact Center

Utility contact centers field some of the most challenging customer interactions — and gather some of the most interesting customer data. Join this session to hear how APS is developing innovative approaches to capitalize on this touch point and turn customer calls into opportunities to deliver energy-saving and money-saving tips, thereby increasing satisfaction. APS will share insights into who is most likely to call the call center, educating customers on energy usage, and driving customers toward self-service in order to transform the customer experience.

Presenter: Sharon Connolly – Senior Marketing Program Manager, Arizona Public Service (APS)


Next-Generation Digital Engagement for the Utility of the Future

The energy supply and management market is becoming increasingly complex, sophisticated and competitive. This changing landscape sets the stage for us to redefine the utility of the future. Under New York’s Reforming the Energy Vision (REV) proceeding, utilities in the state have been challenged to explore innovative new business models that rethink the role of the utility and fundamentally shift the way that the grid must be managed. This session by Con Edison will examine how its Building Efficiency Marketplace demonstration project for REV is enabling utilities to more effectively engage their commercial customers – in energy efficiency, distributed energy resources, and new solutions and products.

In partnership with Ecova, Con Edison’s Building Efficiency Marketplace program has been designed to prove sustainable, profitable business models for utilities as they move toward a more distributed, customer-centric energy system. New advances in digital engagement are helping utilities to deliver customer-specific insights at scale so their business customers can make informed decisions about their energy management and experience better interactions with their utility. This program and similar models will enable utilities across the nation to deepen their customer relationships while introducing new revenue streams and driving more value for the broader energy efficiency and distributed energy market.

Presenter: Tim Lezgus – Manager, REV Projects, Con Edison


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