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View the full Customer + Corporate Symposium agenda here.

Thursday, March 8, 2018

10:30 AM – 11:45 AM
Cultural Transformation: Help Your Organization Think, Act, and Work Differently
Speakers: Sara Pendergast, Senior Manager, Change Leadership, North Highland Consulting
Are you wondering about how to affect successful cultural transformation to support transformative change? In this session, you will learn about PG&E’s successful approach to organizational and cultural change to shift the utility from a staffed to self-service HR model. You will also hear from a seasoned business consultant about field-tested principles and approaches to help create a culture that is ready for transformation. Attendees will gain practical tips, tools, and approaches they can immediately put into practice at their organizations to support transformative change.

1:00 PM – 2:15 PM
Avoid the Retirement and Skill Gap Tsunami: How to Prepare a Utility Workforce of the Future
Speakers: Nicole Sweiss, Sr. HR Research & Analysis Advisor, San Diego Gas & Electric Company
Ivette Lucero, Knowledge Management/Learning & Development Manager, Southern California Gas Company
Reagan Brown, Sr. Manager, Workforce Analytics, Southern California Edison
An increasing retirement eligible workforce, turnover, and skills gaps in the utility industry can be addressed with cutting-edge workforce planning techniques, knowledge management transfer, and organization wide learning and development. HR practitioners from the utility industry will address questions regarding best practices and provide first-hand examples on executing these initiatives in your organization.

2:45 PM – 4:00 PM
From Attract & Retain to Adapt & Engage
Speakers: Jose Benitez Cong, Co-Founder & CEO, Plause
Susan Wheeler, Educational Relations Coordinator, Sacramento Municipal Utility District
Julie Dixon, Senior Manager, Employee Communications, FortisBC
How do we go beyond the standard employee value proposition? Join us to hear why organizations need to focus on adapting for multiple generations while engaging our workforce in new ways. This session will include examples from utilities that go beyond training to improve culture and increase development opportunities that address generational differences.

Friday, March 9, 2018

9:15 AM – 10:30 AM
Why Diversity Matters: How to Create an Inclusive Workforce
Speakers: Lauren Moloney-Egnatios, Assistant Director , University of California, Berkeley
Jason Patent, Director, University of California, Berkeley
Victoria Person, Acting Diversity & Inclusion Manager, Southern California Gas Company
Don’t have a Diversity Program? Or, you do but not getting the results you want? In this experiential session, you’ll gain a better understanding of why Diversity & Inclusion matters; you might even uncover some unintended biases. Lauren and Jason are from The Robertson Center for Intercultural Leadership at UC Berkeley and they work with organizations to equip teams and individuals with skills and strategies for creating inclusive environments. Victoria will share how Sempra Energy has embedded diversity and inclusion into their organizational fabric and are reaping the benefits. Overall, the presenting trio will provide tools for skill building and discuss ways for implementation. Come listen and learn from what they have to share.

11:00 AM – 12:15 PM
Trust Me: The Engagement Value of a Customer-centric Culture
Speakers: Julie Becker, Director of CX and Support, NorthWestern Energy
Elizabeth Smith, Muncipal Planning Manager, Anadarko Petroleum Corporation
Join us for a session regarding the multiplied value of creating employee ambassadors. In this session you will learn about NorthWestern Energy’s Customer Experience journey. Their customer experience and employee ambassadorship effort has led them through a myriad of touch points within their company, to include their employees, in developing a customer perception of building brand loyalty, delivering on basic responsibilities, and keeping their day to day company promises. In the end, they are creating a strong and binding commitment that will result in an effortless customer experience. You will also learn about how Anadarko connects with their communities by energizing their work force to provide them the tools to be Advocates and Ambassadors in their communities while also developing pride in the organization.