Customer-focused utility executives gather annually to discuss current topics and best practices surrounding pressing issues in their departments. Roundtable topics from recent offerings include CIS implementations, customer analytics, customer IT solutions, live chat, outage restoration communications, call center leadership, social media strategies, and employee development and morale.
Registration is limited to customer service leadership with a primary responsibility for senior management functions, or their assignees. The forum is invitation-only and provides broad perspectives while maintaining a size small enough for an engaged roundtable discussion.
Member: $399 USD
Registration prices increases $50 after January 11, 2018. Registration includes access to all agenda items and meeting materials. A hosted networking dinner, breakfast, lunch and snacks throughout the program are also included. Guest tickets are available for $75 and allows a personal guest (a spouse or partner who does not work in the energy industry) to accompany a registered attendee at the event. Guest registration includes all meals and receptions, and all program materials.
12:30 PM - 1:00 PM
Western Energy Institute Facilities
1001 SW 5th Ave, Suite 325
Portland, Oregon 97204
1:00 PM - 1:15 PM
Welcome + Introductions
1:15 PM - 2:00 PM
The opening roundtable is a chance to discuss current challenges and will set the stage for collaborative dialogue for the rest of the meeting.
2:00 PM - 3:00 PM
Technology + Metrics Roundtable
3:00 PM - 3:30 PM
3:30 PM - 5:00 PM
Resolution Redefined: Optimizing Channels to Customer “Jobs to Be Done”
Speaker(s): Sarah Dibble, Executive Advisor, Gartner
The goal of service is simple: to resolve problems and improve the quality of customer service. But in the past few years, customers have significantly redefined the idea of resolution—what it means, how customers seek it, and executives’ role in it. It’s not just new technological advancements themselves driving this shift; it’s the access and empowerment that technology gives customers. This new sense of control affects how customers seek service. They now spend much more time getting information from outside the company. The bottom line is that today’s customer resolution experience—which the company is fully responsible for—includes channels and interactions the company seemingly has no control over.
5:30 PM - 8:00 PM
WEI Hosted Networking Dinner
The Picnic House
723 SW Salmon St
Portland, OR 97205
7:30 AM - 8:00 AM
Hot breakfast at WEI Offices
8:00 AM - 8:45 AM
Case Study - Billing Issue
NorthWestern will present a billing issue in Townsend, MT that affected over 800 people in one town. They will share key learnings and changes implemented.
8:45 AM - 9:45 AM
•FMLA Staffing Management
oCulture or hiring?
oAre employees abusing their rights?
oAre they uniform across the company?
oHow are they enforced?
oBack office vs customer facing
9:45 AM - 10:00 AM
10:00 AM - 11:30 AM
11:30 AM - 1:00 PM
Wrap Up + Committee Meeting
1:00 PM - 1:00 PM
Please contact the hotel directly at (503) 223-2100 to reserve your room. Identify yourself as being with Western Energy Institute to receive a special rate of $159 USD/night. This rate is guaranteed until January 16, 2018 or until the WEI room block is full.