Embracing + Leading Customer-Driven Change

While the industry continues to face disruptors and competitors on many fronts, customers are different today than they were yesterday. Customer expectations are changing, and utilities must be a trusted advisor to lead customers through significant change by offering new technologies, service options, and energy choices.

Target Audience: Professionals responsible for Strategic Planning + Initiatives; New Products + Services; Research + Development; External Partnerships; Business Development; Sustainability Goals; Consulting; or Program + Project Management.

Meet the Embracing + Leading Customer-Driven Change Program Development Team. Learn more about the Customer + Corporate Symposium.

All session times are listed in Pacific time.

Wednesday, February 9, 2022

2:00 PM – 3:15 PM
Employee Engagement in an Ever-Changing Environment
Speakers: Glen Traasdahl, Director Customer Contact Operations, Salt River Project
Mark Turner, Employee Engagement Lead, Sacramento Municipal Utility District
Panelists will share how they keep remote employees engaged and involved. Understanding the importance to connect leadership to employee and employee to customer in response to the COVID 19 pandemic and changing customer needs. This discussion will explore ways that companies have found success in engaging remote employees to meet customer needs during uncertainty.

Tuesday, March 8, 2022

10:15 AM – 11:30 AM
Managing Customer Debt and Affordability
Speakers: Jamie Wimberly, Chief Executive Officer, Distributed Energy Financial Group LLC
Keith Brooks, General Manager, Douglas Electric Cooperative
Paul Dockery, Power Manager, Clatskanie People’s Utility District
Utility customers are looking more and more to their utilities to combat climate change the resulting conditions such are increased wildfire danger. They are also asking for greater investments in EV charging infrastructure, renewable energy opportunities, and electrification. How are these customer-driven changes impacting the affordability of utility rates? Many people have fallen behind on their utility bills due to losing their jobs or income during the pandemic.  What are utility companies doing to manage customer debt and how are they stepping up to help these customers?

1:00 PM – 2:15 PM
Building Organizational Capacity to Embrace Customer Disruptions
Speakers: Jana Mosley, President, ENMAX Power, ENMAX Corporation
Raymundo Martinez, Sr. Program Manager, Arizona Public Service Company
It is time to move on from “What” to “How”. Utility industry leaders understand that customer needs are changing and, as the pandemic highlighted – accelerating. There is a need to focus on Customer Education, Customer Choice, and the ever-growing threat of alternative modes of energy supply. However, it is difficult to move away from existing business models, lean organizational structure, and established culture as well as skillsets. A failure to adjust the organizations’ priorities, capacity, and behavior to meet customer needs can be very costly. This session will cover three successful examples from organizations that recognized the need to change and built internal capacity to embrace customer disruptions by adopting a “Customer First” mentality.

Wednesday, March 9, 2022

8:30 AM – 9:45 AM
Customer Habits have Changed, Have Yours?
Speakers: Jennie King, Principal Consultant, Chartwell, Inc.
Rick Edwards, Director – Community Connections, NorthWestern Energy
As the world turns, so do the demands of the utility customer. It’s no surprise that during the pandemic we’ve experienced a shift in what customers expect from their utility provider. What do customers want that they didn’t have yesterday? How can we proactively meet our customers where they are today? Please join this discussion to learn more about evolving customer expectations.