Customer Field Services

View the full Operations Conference agenda here.
Meet the Customer Field Services PDT.

Wednesday, April 25, 2018

10:00 AM – 11:30 AM
Connecting With Your Customer at Their Door
Speakers: Tiffany Urland, District Manager, Cascade Natural Gas Corp.
Brian Taylor, Manager of Gas Operations (Medford, Oregon), Avista Utilities
With technology being incorporated into our everyday field visit, how are companies continuing to make that personal connection at the door? How can technology be used to enhance the customer interaction instead of distracting from it?

3:30 PM – 5:00 PM
Anticipating the Needs of Legalization: Are You Ready?
Speakers: Zane Marie White, Sr. Corporate Recruiter, NW Natural
Bryan Baker, Technical Trainer, NW Natural
Jacob Policzer, Co-Founder and President, The Cannabis Conservancy
Is your Utility ready to accommodate the unique challenges related to the new cannabis industry? Join this interactive session understanding the challenges the utility industry can anticipate with the legalization of marijuana across the nation. Distinguished speakers will discuss HR issues, drug testing, and employment retention. Unexpected safety hazards including a deadly explosion in the Pacific NW which was thought to be caused by natural gas. Strategic planning offering signs to look for in the field that may be lifesaving to your workforce. Are you ready for legalization in your state?

Thursday, April 26, 2018

10:00 AM – 11:30 AM
Understanding Your Customer Base and Being Prepared to Interact
Speakers: Victoria Person, Acting Diversity & Inclusion Manager, Southern California Gas Company
Join this interactive presentation to discuss how peoples’ perception about race, gender, religion, culture, and other background differences could lead to potential conflict. We will be discussing everything from customer fears and biases, to employees’ diversity training needs, to utility companies’ public image.

1:00 PM – 2:30 PM
So, you THINK you can Communicate?
Speaker: Aaron Durivage, Superintendent/Operations/DMDP, Southwest Gas Corporation
See how gas utilities are taking advantage of new technologies to communicate to customers via their preference. How can the utility industry become more friendly and raise the bar on the Customer Experience? Come see how different utilities are taking advantage of modern technologies such as text message alerts, customer description, employee identification, to communicate to customers via their preference.