CUSTOMER EXPERIENCE: Process + Technology

2016 Spring Energy Symposium Track Agenda


Thursday, March 10th

10:00 AM — 11:30 AM
It’s All About Me! – A Customer Centric Point of View
Speakers: Todd Schultz, Idaho Power, Manager, Customer Care
Courtney Cudlip, IBM, Interactive Experience and Mobile
Matthew Parkhurst, Sr. Call Center Systems Analyst, Pacific Gas and Electric
So, you’re ready to start delighting your customers. But where do you start?

In this session we’ll hear from a utility that has found success in the early stages of employing journey maps to follow the steps a customer makes in our processes – like signing up for paperless billing – to reduce “pain points” for them. We’ll also hear from an industry expert in the customer interaction experience space who has led “design thinking” sessions for various west coast utilities: how utilities are understanding user needs, designing great interfaces and executing on a customer-focused strategy in digital channels. Finally, we’ll explore customer transformation in the IVR channel with a leading utility that applies best practices on how to incorporate user- centered design, customer experience and feedback to drive iterative process improvements throughout development.

12:30 PM — 2:00 PM
The Art & Science Behind Creating an Effortless Customer Experience in the Digital Age
Speakers: Michael Shaw, Manager, Digital Customer Channels, Portland General Electric
Sarah Pagliasotti, Corporate Communications, Portland General Electric
Greg Zeller, Director, Customer Care, Puget Sound Energy
Michael Staples, Product Marketing Manager, Opower
Learn what insights a collaborative call center analysis effort has uncovered for utilities to improve customer experiences and gain operational savings. Get tactical as Puget Sound Energy shares goals, experiences and results from their recently launched digital engagement strategy. Learn how Portland General Electric engaged customers as part of their strategy in redesigning their customer-facing website.

2:30 PM — 4:00 PM
Engagement-to-cash: Building a Business Case for Customer Transformation
Speakers: David Grant, Senior Vice President of Sales and Marketing, Tendril
Phil Bussey, Chief Customer Officer, Puget Sound Energy
Rick Luna Sr. Program Manager, CPS Energy
Lori Moen, Manager, Solutions Design and Management, Seattle City Light
The utility of the future is multifaceted, it’s not just about what’s happening at the grid’s edge with renewables, demand optimization, or interaction with Smart City initiatives, it’s the investment in infrastructure to do business-as-usual activities in a 2-way communicating world with informed and savvy customers.

In the end, utilities must invest in programs that appeal to customers, benefit shareholder, (and the environment) while simultaneously appeasing the market and regulators. This undoubtedly is a tall order with numerous complexities. During this session we will focus on today’s emerging trends, pitfalls, and best practices regarding how can we cash the check on customer engagement with straight-forward and customer-centric solutions that deliver tangible benefits to the utility.

Friday, March 11th

9:15 AM — 10:45 AM
Going Social the Power and Peril
Speakers: Heather Fernandez, Communications and PR specialist, The Fearey Group
Sushant Warikoo, ‎Partner & Lead Big Data & Analytics, IBM Americas
Scott Thomsen, Sr. Strategic Advisor in Communications, Seattle City Light
Building and maintaining customer relationships through social media is a must! Come hear the techniques and approaches Southwest Gas uses to connect with their customers and protect their brand and reputation. Then, Heather Fernandez of The Fearey Group will review top social media platforms for B2C and best practices for making social media work for you. Learn how to uncover target audiences on social media, how to craft the most successful messages and what not to do through a series of case studies highlighting the good, the bad and the ugly. IBM Global Business Services will then take us to the “other side” of social, going beyond listening and into the realm of natural language processing to find deep thoughts.

11:00 AM — 12:30 PM
Solar Horizons: The Future is Bright – Are You in the Game?
Speakers: Kelly Magalsky, Solar Initiatives Manager, Avista
Martha Baeli, Senior Interconnection Manager, Pacific Gas & Electric
Solar is a customer choice that some utilities have already embraced as part of their portfolio, others are considering, and some have decided not to enter this game.

There are different strategies to consider. Join us for an electrifying presentation from a company that has entered this game in a creative way by introducing a community solar option for their customers.

Attend this session to learn more about:
• Solar tipping point
• Incentives offered
• Political, social, and customer pressures
• Solar strategies
• How utilities are adjusting
• Partnerships with others
• Benefits