Feb

03-04

Customer Connections (Feb 03-04)

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.

Register Now

General Details

Program Chair
Brad Markus, GM, Customer Service, Community Relations & NGV’s, Questar Gas

Program Location
NW Natural
220 NW 2nd Avenue
Portland, OR 97209

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 Option
Member: $399

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.

Price increases $100 after January 11, 2016. Registration fee includes all meeting materials, dinner on Wednesday, and breakfast, lunch and snacks throughout the rest of the program.

For more information contact Diana Zoren at 971.255.4965.

Agenda

Wednesday, February 3

1:00 PM – 1:15 PM
Welcome + Introductions

1:15 PM – 2:00 PM
Opening Roundtable
The program kicks off with an opening roundtable to set the stage for discussion. In addition to sharing current challenges, be prepared to share how your utility is preparing for the future customer.

2:00 PM – 3:00 PM
Customers Experience
Designed exclusively for energy industry customer service executives, this session is an intense yet informal roundtable to discuss timely business practices and opportunities on the horizon.
Topic Suggestions:

  • Customer Journey Mapping and improving the Customer Experience
  • Innovative ways companies are creating a 360 degree view of individual customers and integrating a CRM
  • Planning utilizing predictive real-time analytics to determine why customers are calling IVR, SCR or visiting the Website

3:00 PM – 3:30 PM
Break

3:30 PM – 5:00 PM
New Technologies
Come examine new strategies and technologies that will enable your company to deliver the best customer experience and provide operational excellence.
Topic Suggestions:

  • What new technologies are you excited about?
  • Mobile/Web Offerings
  • What are people doing around cyber insurance

5:30 PM – 8:30 PM
WEI Hosted Networking Dinner
At Nel Centro

Thursday, February 4

7:30 AM – 8:00 AM
Breakfast

8:00 AM – 9:30 AM
Customer Communications
We will focus on communications with the customer in regards to outages, through billing and other methods inclusive. We will look at what companies are doing around safety for employees at work and on their way home.
Topic Suggestions:

      • Customer Preference Management – Outages, Billing, etc.
      • Outage Communication
      • Contact Center Remodels – Safety & Employee Comfort/Customer Impact
      • Drive home and Cell Phone Policy

9:30 AM – 10:00 AM
Break

10:00 AM – 11:30 AM
Closing Roundtable
Now that we have talked about our challenges, what works, the next new things for the area of customer service, we will end with our accomplishments and successes.

11:30 AM – 1:00 PM
Wrap up and Committee Meeting
Includes lunch.

1:00 PM
Forum Adjourns

Hotel + Travel

The Heathman Hotel
1001 SW Broadway
Portland, Oregon 97204
Phone: 800.551.0011

Please contact the hotel directly at 800.551.0011. Identify yourself as being with Western Energy Institute to receive a special rate of $185 plus state and local taxes. This rate is guaranteed until January 11, 2016 or until the WEI room block is full.