Customer Connections (Feb 08-09)

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.

General Details

  • Program Chair(s)
  • Lisa Fix, Director of Customer Service, Clark Public Utilities

    • Program Location
    • Western Energy Institute Facilities
    • 1001 SW 5th Ave, Suite 325Portland, Oregon 97204
    • Who Should Attend
      • Vice president level customer service executives
      • Chief customer officers
      • Customer service directors

      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.

  • Registration Options
  • 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.

  • General Cancellation Policy
  • Due to contractual obligations, cancellations received 15 business days prior to the program will receive a full refund. Cancellations received 6 to 14 business days prior to the event will receive a refund, less a $100 administrative fee. No shows and last minute cancellations, 5 business days prior to the event or less, will be responsible for the full registration fee. Substitutions from your organization for the same event are always welcome.
  • Participation Policy
  • Western Energy Institute programs and events are open to energy companies (including gas production and electric generation, gas and electric transmission and gas and electric distribution utilities). Select programs and events are open to energy industry product and service suppliers. Programs and events are closed to all media representatives and to the general public.
  • For more information contact Christopher Lee, Senior Program Manager at (971) 255-4967.


Wednesday, February 8, 2017

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

Opening Roundtable

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

Southpark Seafood
901 SW Salmon St
Portland, OR 97205

Thursday, February 9, 2017

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

Closing Roundtable

•CIS Implementation
•Accomplishments (Your successes)

11:30 AM - 1:00 PM

Wrap Up and Committee Meeting

Includes lunch

1:00 PM - 1:00 PM

Program Adjourns

Hotel + Travel

  • Reservation Instructions
  • 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.