View the full Customer + Corporate Symposium agenda here.
10:30 AM – 11:45 AM
Lessons in Using Data for Customer Satisfaction at PG&E
Speaker: David Schoenberg, Director of Customer Experience, Pacific Gas & Electric Company
How do you utilize big data to improve the customer experience? This is a key question facing all utilities. This session will go ‘macro’ first and show how PG&E uses big data analytics to forecast customer satisfaction scores. Then it will go ‘micro’ and show how big data enables specific customer experience improvements.
1:00 PM – 2:15 PM
Partnering for New Customer Opportunities
Speakers: Kyle McNamara, Director, Power & Utilities Management Consulting, KPMG LLC
Matthew O’Keefe, Regional Vice President, Oracle Utilities
As new entrants have entered the industry with distributed energy resources and other products and services, utilities have faced risks of declining throughput, lower revenues, and customer disintermediation. Many have been working with these new entrants to launch products and services to drive investments in distributed generation, energy efficiency and open up new revenue sources. In this session, we will how explore how two utilities are working with outside parties to jointly develop, market, and distribute new products, helping the utilities maintain and enhance their customer relationships.
2:45 PM – 4:00 PM
Anticipating Customer’s Clean Power Needs with a Portfolio Driven Approach
Speakers: Patti Best, Idaho Power
Heather Mulligan, Puget Sound Energy
Business customers are increasingly demanding “green” energy options from their utilities. Driving factors include: meeting internal sustainability goals; aligning with corporate cultures; attempting to acquire “green” certifications; and in some instances, customers are mandating alternative energy options from their vendors and manufacturers. Business customers are also getting creative about finding “green” solutions when their utilities are unable to proactively provide options. Utilities that are feeling the pressure of new competition, anemic load growth and customer defection will need to pivot from traditional views on renewables and competition to provide energy solutions that meet their customers’ needs. In this session, we will hear from a corporate customer on their particular sustainability needs, and two different utilities on how they are using a portfolio driven approach to provide customers clean energy options.
9:15 AM – 10:30 AM
“Growing” Pains: Navigating the Needs of the New Legal Cannabis Customer
Speakers: Jacob Policzer, President, The Cannabis Conservancy
Jeff Kaspar, Area Engineer, Xcel Energy
How is your utility preparing for the legalization of cannabis? Utilities have traditionally viewed marijuana growing operations as being threats to their revenues and assets. With the move towards legalization, the cannabis industry is transforming from an underground business to an industry partner with its own set of sector-specific issues. In this session you will hear the perspective of a customer describing its requirements and experiences working with utilities, as well as the perspective of a utility describing examples of how it has begun to change its operations in response to these emerging needs.
11:00 AM – 12:15 PM
To Tweet or Not to Tweet…?
Speakers: Luke Currin, Senior Manager, Marketing & Communications, E Source
Dana Nigro, Social Media Community Manager, Duke Energy
In an era where a Tweet can move markets, and shape world events, join us for an interactive session that will show how utilities can win hearts and meet customers’ needs through social media.