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, satisfaction surveys, customer experience, multi-generational workforce, migration to online self-serve options, outage restoration communications, outsourcing call center care, social media strategies, and employee safety and comfort.
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 for this invitation-only program increases $100 after January 18, 2017. Price includes dinner the 1st night, breakfast, lunch and snacks throughout the rest of the program. All meeting materials provided.
12:30 PM - 1:00 PM
Registration + Check-in
Lunch is on your own.
1:00 PM - 1:15 PM
Welcome and 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. Be prepared to share how your utility is preparing for the future customer.
2:00 PM - 2:00 PM
2:30 PM - 4:00 PM
The New Energy Consumer: Architecting for the Future
The provision of energy has become only a small piece of a large, complex puzzle, and the traditional value chain is giving way to one with bidirectional flows of energy, information and revenue. Energy is now viewed as more than a commodity—it has become a product, a lifestyle and a service enabler.
The New Energy Consumer—Architecting for the Future explores new opportunities in virtual customer interaction, the connected consumer, distributed energy, and new products and services. It also offers Accenture’s view of the energy consumer of the future.
4:00 PM - 5:00 PM
New Energy Consumer Roundtable
•Follow up discussion after the New Energy Consumer presentation.
•Proactive analytics around why customers are calling or visiting website. How do we get ahead of the curve to better serve?
•So many customer solutions rely on technology, what are success factors when partnering with IT organizations to implement new features and functions?
•What technology have you recently implemented? What is on the horizon?
•Live chat for connecting ops/field and customer functions.
5:30 PM - 8:30 PM
WEI Hosted Networking Dinner
901 SW Salmon St
Portland, OR 97205
7:30 AM - 7:30 AM
8:00 AM - 9:30 AM
Staffing and Leadership Roundtable
•Keeping contact centers staffed.
•Hiring practices, are we changing the skill set?
-Bigger emphasis on critical thinking?
-Matching frontline skills with customer demographics
•Retaining knowledge when people retiring.
•Succession planning and identifying future leaders.
•Maintaining employee morale.
•Field and trade positions are hard to attract.
9:30 AM - 9:30 AM
10:00 AM - 10:00 AM
•Accomplishments (Your successes)
11:30 AM - 1:00 PM
Wrap Up and Committee Meeting
1:00 PM - 1:00 PM
Please contact the hotel directly at (800) 445-8667 to reserve your room, or complete your reservation online here: www.portland.hilton.com. Identify yourself as being with Western Energy Instituteand use the discount code ‘WES’ to receive a special rate of $179/night. This rate is guaranteed until January 8, 2017 or until the WEI room block is full.