Facing Customer Disruptors

With the industry facing disruptions and competitors on many fronts, the trusted energy partnership that many utilities have cultivated with customers for decades is at risk. Utilities must identify disruptors and develop processes, products, and services to better serve their customers. This track is designed for professionals responsible for developing and rolling out new products and services, developing innovative partnerships to enhance your relationship with customers, and creating strategies to better understand your customer’s needs.

Meet the Facing Customer Disruptors Program Development Team.

March 10, 2020

10:15 AM – 11:45 AM
Embracing the Challenges + Opportunities with the Growth of EVs + Renewables
This session will feature leaders from innovative utilities who will discuss how using customer and employee education can help utilities sustain their trusted energy partner relationship with their customers and achieve their program goals. The panelists will provide an overview of their EV and renewable programs, including information on their internal employee training and education initiatives that help ensure employees share accurate and timely information about their EV and renewable programs. They will also present on their utility’s customer outreach, marketing, and education initiatives designed to help customers make informed decisions about their distributed energy resource choices and utility program options. The panelists will share lessons learned, best practices, and the results they’ve achieved to date.

1:30 PM – 2:45 PM
Hydrogen – Enabling the Energy Transition
Learn how hydrogen can enable the economic decarbonization of heat and freight transport using proven technologies and techniques. In doing so, limits on renewable generation and electricity storage are removed, ultimately laying the groundwork for a truly green economy.

3:15 PM – 4:30 PM
Insights from SoCal Edison and Google’s Smart Speaker Projects
There are an estimated 118 million smart speakers in use in the US, and numbers continue to climb. And this doesn’t include the voice assistants in our phones and cars. It’s become clear voice is, and will be, a key part of the digital lives of our customers. SoCal Edison has partnered with Google to explore – and hopefully uncover – how smart speakers can be used to improve customer experience and satisfaction.
In this session you will learn:
• Why SoCal Edison decided to explore smart speaker projects and what they hoped to learn
• How to navigate the dynamic environment of products, platforms and partners
• How different projects were implemented, the obstacles overcome, and the results and insights gained
• The future of smart speaker programs at SoCal Edison

Join us for this insightful and practical adventure into emerging customer technology to learn how to avoid the pitfalls and launch your own smart speaker initiatives.

March 11, 2020

9:45 AM – 10:45 AM
Playing a Catchy Tune – Building Customer Advocacy
As we embark toward a new energy future, utilities often encounter opposition to their initiatives by special interest groups and others with contrasting ideas. This disruption can cause project delays and/or cancellations and result in added costs to stakeholders. In many cases, the support of advocates can help to neutralize that negativity. Attend this session to hear from a group of panelists on creative ways to build customer advocacy and reduce negative noise in today’s business environment.

11:00 AM – 12:00 PM
The Blindside of Community Choice
In light of evolving customer behaviors and expectations, how long will you remain the sole utility in your service territory? Is community choice or municipalization coming your way? Come hear from our panelists outlining their experience and lessons learned.