Mar

12-13

Customer Connections (Mar 12-13)

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.

Register Now

General Details

  • Program Chair(s)
  • Neena Master, Director of Customer Contact Centers, Southern California Gas Company

    • Program Location
    • Loews Hollywood Hotel
    • 1755 N Highland Ave
      Hollywood, California 90028
    • 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: $449 USD

    Registration price increase $50 after February 15, 2019. 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 allow 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.

  • 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 Joshua Baker, Program Manager at (971) 255-4970.

Agenda

Tuesday, March 12, 2019

5:30 PM - 8:00 PM

WEI Hosted Networking Dinner

Wednesday, March 13, 2019

7:30 AM - 8:00 AM

Breakfast

8:00 AM - 8:15 AM

Welcome + Introductions

8:15 AM - 9:15 AM

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.
•    How are we staying competitive?
•    What are our threats/opportunities in the next 5-10 years?
•    How are we addressing them?

9:15 AM - 9:30 AM

Break

9:30 AM - 10:15 AM

Roundtable Topic 1

Roundtable topics are based on attendee feedback gathered through a pre-conference survey. Possible topics include customer analytics, customer IT solutions, live chat, outage restoration communications, call center leadership, social media strategies, and employee development and morale.

10:15 AM - 10:30 AM

Break

10:30 AM - 12:00 PM

Roundtable Topic 2

12:00 PM - 1:00 PM

Lunch

 

1:00 PM - 2:30 PM

Roundtable Topic 3

Roundtable topics are based on attendee feedback gathered through a pre-conference survey. Possible topics include customer analytics, customer IT solutions, live chat, outage restoration communications, call center leadership, social media strategies, and employee development and morale.

2:30 PM - 2:45 PM

Break

2:45 PM - 3:45 PM

Roundtable Topic 4

Roundtable topics are based on attendee feedback gathered through a pre-conference survey. Possible topics include customer analytics, customer IT solutions, live chat, outage restoration communications, call center leadership, social media strategies, and employee development and morale.

3:45 PM - 4:00 PM

Wrap-Up

Ask any remaining questions that were not yet discussed and benefit from the wealth of knowledge and experience of the group. Discuss our next gathering.

Hotel + Travel

  • Reservation Instructions
  • Please contact the hotel directly at (855) 563-9749 to reserve your room. Identify yourself as being with Western Energy Institute (WEI) to receive a special rate of $239 USD/night. This rate is guaranteed until February 22, 2019 or until the WEI room block is full.