Join over 250 energy professionals to discuss the latest industry trends and best practices in corporate and customer services. The diverse mix of presentations, Q&A panels, roundtable discussions and networking allow attendees to share their experiences and develop contacts throughout the industry. Expect to gain applicable insights on a variety of topics including customer experience; human resources; emerging technology, products and services; community engagement; data and business systems; innovation; risk management; and change management. This program is an excellent professional development and organizational team-building opportunity.
Program Chair(s)
Wilhelmina Proby, Customer Contact Center Manager, NW Natural
Lori Nice, Deputy Chief Administrative Officer, Acting, Bonneville Power Administration
Program Location
Hilton Portland Downtown
921 SW 6th Ave, Portland, OR 97204
Who Should Attend
• Corporate and customer service managers
• Customer experience and engagement managers
• Market researchers and product managers
• Service center managers
• Internal and external communication professionals
• Community outreach and education professionals
• Human resources and workforce development professionals
• IT, innovation, and automation professionals
• Data analysts, scientists, and governance professionals
• Enterprise risk managers
• Compliance analysts
• Vendors and service company providers
Registration Options
Member: $849 USD
Non-Member: $1,799 USD
Registration prices increase $150 after February 8, 2023. Registration includes full conference access and digital program materials through the app. Guest tickets are available for $99 and allow for a personal guest (a spouse or partner who does not work in the energy industry) to accompany a registered attendee at the event. Guest registration includes all meals and receptions.
For vendor registration information, please see the Vendor Display tab.
General Cancellation Policy
Due to contractual obligations, cancellations received 15 business days prior to the program will receive a full refund. Cancellations received 6 to 14 business days prior to the event will receive a refund, less a $100 administrative fee. No shows and last minute cancellations, 5 business days prior to the event or less, will be responsible for the full registration fee. Substitutions from your organization for the same event are always welcome.
Participation Policy
Western Energy Institute programs and events are open to energy companies (including gas production and electric generation, gas and electric transmission and gas and electric distribution utilities). Select programs and events are open to energy industry product and service suppliers. Programs and events are closed to all media representatives and to the general public.
For more information contact Amy Nye, Program Director at (971) 303-2119.
10:00 AM – 2:00 PM
Optional Networking Activities
Check out the Networking tab for more details about the networking opportunities.
1:00 PM – 7:00 PM
Registration Desk
The registration desk will open early in the Grand Ballroom Foyer for attendees to pick up their name badge. Registration and lanyards sponsored by:
2:00 PM – 4:00 PM
Vendor Displays Open
Be the first to visit the vendor displays!
3:00 PM – 3:45 PM
New Attendee + Program Development Team Meetup
We want you to get the most out of your experience at the Symposium. If this is your first time attending, join the Program Development Team and other new attendees to make connections through networking and icebreaker activities.
4:15 PM – 4:30 PM
Welcome to the 2023 Customer + Corporate Symposium
The Symposium Co-Chairs will welcome us to Portland, Oregon.
4:30 PM – 5:30 PM
Embracing Change Using the Improv Mindset
Facilitators: Beau Brousseau, Lead Facilitator, On Your Feet
Kristen Schier, Facilitator, On Your Feet
Mariah Muñoz, Lead Facilitator, On Your Feet
In a time of transition and uncertainty, teams and individuals, more than ever, need to be great collaborators & communicators to make good decisions. The Improv Mindset helps you Let Go of what’s not important, Notice More around you, and Use Everything in effective ways. Learn the most widely useful mindset for work and life, inspired by how improv performers act on stage, supported with behavioral science. In this keynote you will be learning by doing — connecting with others in the room through interactive experiences. On Your Feet is a collision of business, art, and science that designs and delivers interactive experiences for the world’s most innovative brands. Their mission is to bring more joy, less fear, and better results to trainings, meetings, culture, and conferences.
5:30 PM – 7:00 PM
Welcome Reception
Join us to catch up with colleagues from across the West and meet fellow Symposium attendees.
7:00 AM – 8:00 AM
Networking Breakfast
7:00 AM – 6:00 PM
Vendor Displays Open
8:00 AM – 9:00 AM
What’s Going Well? The Question that Changes Everything
Speaker: Greg Bell, GregBell Consulting, Inc.
Based on his popular book, What’s Going Well?, Greg Bell takes attendees on a journey to the frontiers of neuroscience and positive psychology and reveals engaging activities that change our physical wiring for the better. Through this entertaining and interactive session, Greg shows how consistently focusing on the good in our lives can positively impact our mindset, success, and overall well-being, and he shares how to start building the habit here and now.
Through this presentation and practicing the What’s Going Well mindset, attendees will:
• Build a positive work culture and relationships
• Inspire others
• Improve productivity
• Experience better health and well-being
• Generally have a better perspective
9:00 AM – 9:30 AM
Networking Break with Vendors
9:30 AM – 10:45 AM
Concurrent Breakout Sessions
Breakthrough Innovation
Corporate Resilience
Customer Contact Workforce
Digital Strategies + Customer Analytics
10:45 AM – 11:00 AM
Networking Break
11:00 AM – 12:15 PM
Concurrent Breakout Sessions
Affordability + Payment Support
ESG Communication + Decarbonization
Our People, Our Culture
Tools to Enhance Operational Performance
12:15 PM – 1:30 PM
Networking Lunch + Vendor Showcase
12:30 PM – 1:30 PM
Break with Therapy Dogs
After lunch, take a break with therapy dogs from Portland Area Canine Therapy Teams (PACTT) from DoveLewis. Research shows that the power of the human-animal bond can lower stress and help improve health. Therapy animals offer acceptance, affection, physical and mental support, and plenty of hugs from a gentle furry friend.
1:30 PM – 2:45 PM
Concurrent Breakout Sessions
Breakthrough Innovation
Corporate Resilience
Customer Contact Workforce
Digital Strategies + Customer Analytics
2:45 PM – 3:15 PM
Networking Break with Vendors
3:15 PM – 4:30 PM
Concurrent Breakout Sessions
Affordability + Payment Support
ESG Communication + Decarbonization
Our People, Our Culture
Tools to Enhance Operational Performance
4:30 PM – 6:00 PM
Reception with Vendors
Sponsored by:
8:00 AM – 9:15 AM
Networking Breakfast, Program Development Recognition + Raffle Drawings
Join us for breakfast as we honor the 100+ energy professionals from WEI member utilities and service companies who made this event possible.
9:30 AM – 10:45 AM
Concurrent Breakout Sessions
Breakthrough Innovation
Corporate Resilience
Customer Contact Workforce
Digital Strategies + Customer Analytics
10:45 AM – 11:00 AM
Networking Break
11:00 AM – 12:15 PM
Concurrent Breakout Sessions
Affordability + Payment Support
ESG Communication + Decarbonization
Our People, Our Culture
Tools to Enhance Operational Performance
12:30 PM – 1:00 PM
Wrap Up Meeting
You’re invited to participate in the wrap-up as we set the stage for the 2024 Symposium. This session is open to all Customer + Corporate Symposium participants who are interested in joining the planning teams or want to provide feedback on their experience. Light refreshments will be provided.
Hilton Portland Downtown
921 SW 6th Ave
Portland, Oregon 97204
Phone: (503) 226-1611
Reservation Instructions
Please contact the hotel directly at (503) 226-1611 to reserve your room or online. Identify yourself as being with Western Energy Institute (WEI) to receive a special rate of $175 USD/night. This rate is guaranteed until February 14, 2023 or until the WEI room block is full.
Registration Options
Member Attendee + Vendor Display: $1,248 USD
Non-Member Attendee + Vendor Display: $2,298 USD
Registration prices for the Attendee + Vendor Display options increase $250 after February 7, 2023. Registration includes full conference access, digital program materials through the app, and includes you as the main Vendor Display Representative with one skirted table in the display area. Arrangements for power, audiovisual equipment, or other supplies may be made by calling the Portland Hilton Downtown directly at (503) 226-1611.
Vendor Display Assistant tickets are available for $399 and are available for companies who have already purchased a full vendor registration and would like to add an additional vendor representative for their display table. This registration ONLY includes vendor display access. Registration price for the Vendor Display Assistant increases $100 after February 7, 2023.
Shipping Information
Shipping labels should include the following information:
Hilton Portland Downtown
WEI Customer + Corporate Symposium
(arrival date)
Hold for Guest (Guest name, cell phone number)
921 SW 6th Ave
Portland, OR 97204-1202
Arrangements for power, audiovisual equipment, or other supplies may be made by searching the AV contractor’s site for this conference: https://eventnow.encoreglobal.com/
Vendor Display Schedule
Wednesday, March 1, 2023
11:00 AM – 2:00 PM: Vendor Check-in and Setup
2:00 PM – 4:00 PM: Vendor Displays Open
Thursday, March 2, 2023
9:00 AM – 9:30 AM: Networking Break with Vendors
12:15 PM – 1:30 PM: Networking Lunch + Vendor Showcase
2:45 PM – 3:15 PM: Networking Break with Vendors
4:30 PM – 6:00 PM: Networking Reception with Vendors
6:00 PM – 7:00 PM: Teardown
All networking activities are scheduled for Wednesday, March 1, 2023.
10:00 AM – 2:00 PM
Portland Art Museum + Networking Lunch
Cost: $60
Capacity: 10
The Portland Art Museum is the 7th oldest museum in the United States and the oldest in the Pacific Northwest. The museum is internationally recognized for its permanent collection and ambitious special exhibitions. Enjoy a few hours in the museum followed by lunch. This tour includes admission to the museum and a hosted lunch at Karam Restaurant and Bar; both within a short walking distance of the hotel.
10:30 AM – 2:00 PM
Powell’s Books + Brewery
Cost: $75
Capacity: 10
Powell’s City of Books is more than just a great bookstore! Covering an entire city block in downtown Portland, Powell’s is an icon of the city, featuring a diverse collection of books, gifts, and souvenirs. Get lost in the store’s color-coded rooms and end your shopping with lunch at one of Portland’s best breweries. This 1.2 mile roundtrip walking tour includes a $25 gift card to spend at Powell’s and a hosted lunch at Deschutes Brewery Portland Public House.
CORPORATE SERVICES TRACKS
Description: How can utilities be more proactive and effective in embracing a path towards innovation and transformation? This track will focus on new and exciting advancements in technology, digitalization, process improvement, data-driven insights, and how to implement practices that foster innovation and collaboration across all levels of the organization.
Target Audience: Professionals responsible for Innovation; Information Technology; Data Strategy + Analytics; Data Visualization; Robotic Process Automation; Artificial Intelligence; or Digital Transformation.
Description: Utilities find themselves facing a wide variety of challenges and risks – from disaster recovery, supply chain disruptions, economic instability, cyber threats and attacks, and climate change. What makes a company resilient is its ability to adapt and respond to these threats while maintaining a successful business model. This track will focus on how utilities measure the likelihood, impact, and velocity of emerging risks across business units, and how to build and sustain corporate resiliency to prepare for the future.
Target Audience: Professionals responsible for Risk Management; Risk Mitigation; Cybersecurity; Compliance; Asset Management; Supply Chain; Data Security + Privacy; or Financial Planning + Strategy.
Tools to Enhance Operational Performance
Description: This track will explore how companies are using tools, processes, and communication to influence operational performance, measure success, and navigate change. Learn how investing in new systems and approaches can boost internal communication, workflows, productivity, efficiency, and ultimately improve the bottom line.
Target Audience: Professionals responsible for Corporate Performance Management; Business Continuity; Business Intelligence; Process Improvement; Business Development; Systems Integration; or Change Management.
Description: As an industry, we have an opportunity to shift our culture and change the way we view our daily work. This track focuses on how company culture has a direct impact on employee engagement and will explore the advantages and disadvantages of a remote or hybrid-work environment, creating a culture of inclusion, attracting a new generation of workers, and what it truly means to be an employer of choice.
Target Audience: Professionals responsible for Talent Acquisition + Management; Employee Resource Groups; Human Resources; Diversity, Equity, and Inclusion; Onboarding; Organizational + Workforce Development; or Benefits + Compensation.
CUSTOMER CONNECTIONS TRACKS
Affordability + Payment Support
Description: While customers continue to face financial impacts from the pandemic and rising inflation, connecting customers to the right resources is more important than ever. This track will explore best practices in payments and billing, affordable service and cost-saving programs, understanding and supporting low-income customers, crisis communication and assistance, and implementing programs and services that reflect the needs of the community.
Target Audience: Professionals responsible for Billing + Payment Centers; High Bills + Payment Plans; Credit Operations; Low Income Programs + Service Offerings; Community Outreach; or External Partnerships.
Description: It’s time to reimagine the future of work and redefine the employee experience. With a focus on contact center management and customer-facing frontline employees, this track will explore how utilities are supporting and preparing their current and future customer workforce with new policies and approaches that address employee fatigue, engagement, retention, and the connection between employee experience and customer experience.
Target Audience: Professionals responsible for Customer Contact Centers; Customer Care; Customer Quality Assurance; Customer Workforce Training + Development; Field Customer Services; or Customer Operations.
Digital Strategies + Customer Analytics
Description: Customer analytics allow utilities to better understand their customers’ preferences, improve the customer experience, and optimize systems and operations within customer business units. This track will focus on how utilities are managing channels and using data to proactively engage with their customers, anticipate needs, inform business decisions, and improve customer interactions.
Target Audience: Professionals responsible for Customer Analytics; Digital Strategy + Transformation; Customer Data; Market Research + Analysis; Application Development; Service + Product Development; or Customer Solutions.
ESG Communication + Decarbonization
Description: Companies are facing rising pressure to invest time and resources into environmental, social, and governance (ESG) reporting practices and to find new ways to communicate their decarbonization efforts while balancing the needs of their diverse stakeholders. This track will explore how companies are simplifying a complex message and telling their story through a variety of customer touchpoints and taking a customer-first approach to building strategic partnerships that leave a positive social impact.
Target Audience: Professionals responsible for Public Relations; Public Affairs; Energy Policy + Regulation; Sustainability; External Communications; Digital Content + Marketing; Customer + Stakeholder Relations; or Community Engagement + Education.