General Sessions      

General sessions will be announced shortly.  

Breakout Sessions

‘Dear Neighbor’ Communications Enhance Customer Relationships at SCE

Over the past three years, SCE has significantly expanded its customer communications with the launch of “Dear Neighbor” communications, which proactively notify customers who may experience increased traffic, lane or street closures, noise, or other inconveniences while SCE is working on large construction projects. This communication may be in the form of a letter, email or targeted social media communications, either from SCE directly or through communication channels coordinated with affected cities.

Attend this session to learn how Dear Neighbor letters have helped SCE improve customer relationships as the company minimizes call center inquiries, reduces rescheduling of work and educates customers about the value of the grid.

Speaker: Tomaso Giannelli – Senior Manager, Southern California Edison (SCE)

Transforming the Business Customer Relationship

DTE Energy’s ongoing focus on business customer care paid off in 2017, when the utility was ranked No. 1 in J.D. Power’s electric and gas business customer satisfaction surveys. DTE Energy’s focused business customer enhancements, implemented over several years, include:

  • A dedicated business center for small and midsize commercial customers.
  • An enhanced web experience, allowing business customers to manage accounts online 24/7.
  • Business energy consultations that help business customers save money and energy.

In this session, learn why and how DTE Energy made improved business customer care a company priority.

Speaker: Elvana Hammoud, Customer Strategy Manager, DTE Energy

Website Redesign Journey: Intuitive Navigation is Key

Since 2009, New Jersey Natural Gas (NJNG) has offered The SAVEGREEN Project® residential energy-efficiency rebates and incentives, in conjunction with New Jersey’s Clean Energy Program™, to its customers. NJNG recently redesigned the program’s website, originally developed in 2009. This presentation will cover the journey and key stages, including audience analysis, functionality, content improvement, site mapping, goals and defining success. In addition, the presenter will discuss the importance of intuitive navigation and the alignment of digital marketing strategies with website redesign.

Speaker: Raquel Phillips, Senior Marketing Program Specialist – Energy Efficiency, New Jersey Natural Gas

Engaging Employees’ Strongest Selves in the Agile CX Journey

Session description will be published shortly.

Speaker: John Lincoln – Customer Experience Leader, Duke Energy


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