Mar

09-10

Customer Connections (Mar 09-10)

Customer expectations are always changing, and utilities need to keep up with those expectations. This annual executive forum meets in person and is focused on conversation interspersed with presentations on topics which include, but aren’t limited to, call center leadership, IT strategies, and workforce solutions. The small size of this program provides a unique environment for sharing with peers and building long-term relationships. This program is intended for executive level leadership responsible for customer strategy and policy and is open to WEI member energy companies. This program is intended for executives responsible for customer service and customer contact programs.

General Details

  • Program Chair(s)
  • Monica Whiting, Vice President, Customer Experience & Communications and Chief Customer Officer, Arizona Public Service Company

    • Program Location
    • Hyatt Regency La Jolla
    • 3777 La Jolla Village Dr.San Diego, California 92122
    • Who Should Attend
    • Participation is restricted to senior leaders of WEI energy member companies.
      • Directors of customer service areas
      • Vice Presidential level customer service executives
      • Chief Customer Officers responsible for all areas of customer contact.

  • Registration Options
  • Member: $449 USD

    Registration price increases $50 after February 25, 2022. Registration includes all meals and program materials.

    Attendees registering for the Customer Connections event will receive $100 off their registration for the upcoming Customer + Corporate Symposium. A discount code will be included in your Customer Connections registration confirmation email.

    Attendees are encouraged to take a moment to review the local guidance related to COVID-19 which can be found here.

  • 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. Recording is not permitted for any portion of the event.
  • For more information contact Beverly Woolf, Program Manager at (971) 303-2294.

Agenda

Wednesday, March 9, 2022

1:00 PM - 1:30 PM

Welcome + Introductions

1:30 PM - 3:00 PM

Wins and Challenges Roundtable
Facilitator(s): Monica Whiting, Vice President, Customer Experience & Communications and Chief Customer Officer, Arizona Public Service Company

What are the two biggest wins and two biggest challenges you and your company have experienced in the past year?

3:00 PM - 3:45 PM

Networking Break

3:45 PM - 5:00 PM

Industry Topic Roundtable
Facilitator(s): Monica Whiting, Vice President, Customer Experience & Communications and Chief Customer Officer, Arizona Public Service Company

Topics may include, but are not limited to
  • Wildfire and natural disasters; preparation, education, and response
  • Rate plan transition and communication
  • Image, reputation, and the customer experience

5:30 PM - 7:30 PM

Networking Dinner

Thursday, March 10, 2022

7:30 AM - 8:00 AM

Breakfast

8:00 AM - 10:00 AM

A Conversation about COVID
Facilitator(s): Monica Whiting, Vice President, Customer Experience & Communications and Chief Customer Officer, Arizona Public Service Company

It's been a long couple of years! What went well, where are we now, and what might the future hold? What has been the effect on culture and employee engagement? And what about “The Great Resignation?”

10:00 AM - 10:15 AM

Networking Break

10:15 AM - 12:00 PM

Open Roundtable
Facilitator(s): Monica Whiting, Vice President, Customer Experience & Communications and Chief Customer Officer, Arizona Public Service Company

What are the topics you’d like to discuss?

12:00 PM - 1:00 PM

Lunch + Wrap Up

We’ll have lunch that you can grab and go if you have to leave or stay for additional conversation and program wrap up.

Hotel + Travel

  • Reservation Instructions
  • Please use the reservation link above to reserve your room. Alternately you can contact the hotel directly at (858) 552-1234. Identify yourself as being with Western Energy Institute (WEI) to receive a special rate of $229 USD/night. This rate is guaranteed until February 25, 2022, or until the WEI room block is full.

Onsite Safety + Health Info

It is WEI’s policy that anyone attending a WEI-hosted program be vaccinated for COVID-19. This policy does allow for a negative COVID-19 test to be submitted in lieu of vaccination if the attendee is unable to receive the vaccine and if permitted by local host cities or venues. This policy applies to all WEI staff, as well as attendees, guests, speakers, and exhibitors.

Fully vaccinated is defined by the United States or Canadian governments. WEI accepts the following as proof of vaccination: (1) a CDC or Provincial-issued vaccination card, (2) a photo of a CDC or Provincial-issued vaccination card (front and back); (3) a document of vaccination from a licensed healthcare provider; or (4) a digital vaccine record issued by the State or Province in which the attendee resides.

Proof of a negative COVID-19 test means a printed document or image on a phone from a test provider, laboratory, or government agency-approved at-home test method that shows a negative result of a PCR or antigen COVID-19 test within 72 hours before first entry.

Attendees must show a picture or document with vaccine status or a negative test result upon arrival at the program. Attendees without the required proof will be denied entry. No refunds will be given if any attendee is denied entry due to vaccine and/or testing requirements.

Please refer to WEI’s Safety + Health Code of Conduct for other important considerations.

Meet The Speakers

Monica Whiting

Arizona Public Service Company

Vice President, Customer Experience & Communications and Chief Customer Officer
Learn More

Monica Whiting is vice president, customer experience and communications for Arizona Public Service (APS). Based in Phoenix, APS is Arizona’s largest electric company and serves nearly 1.3 million customers across the state.

Her responsibilities include leadership of customer experience, customer service operations, external communications and marketing.

Whiting cares deeply about customers and has nearly 30 years of experience in leading customer experience organizations, most recently with Tampa Electric Company (TECO) & Peoples Gas Systems (PGS) where she served as vice president of customer experience for the utility’s 1.2 million customers. Prior to TECO, she spent three years as the chief customer officer at Jacksonville Electric Authority (JEA) and had a 17-year career at Colorado Springs Utilities where she served as the general manager of customer revenue and service, as well as other various roles.

Passionate about serving her communities, Whiting has spent her career serving on various boards, commissions and industry groups. She is currently a director of the APS Foundation. In January of 2021, she became Chair of the Association of Edison Illuminating Companies (AEIC) Customer Service committee.

Whiting earned her Bachelor of Arts degree in Public Relations and Journalism from the University of Southern California.