Join over 250 energy professionals to discuss the latest industry trends and best practices in corporate and customer services. The diverse mix of presentations, Q&A panels, roundtable discussions and networking allow attendees to share their experiences and develop contacts throughout the industry. Expect to gain applicable insights on a variety of topics including customer experience; human resources; emerging technology, products and services; community engagement; data and business systems; innovation; risk management; and change management. This program is an excellent professional development and organizational team-building opportunity.
General Details
Program Chair(s)
Carmen Jandacek, Director, Ethics & Total Rewards, Arizona Public Service Company
Carmen Goicoechea, Manager, Customer Programs and Development, MDU Utilities Group
Program Location
Hyatt Regency Phoenix
122 North Second Street, Phoenix, AZ 85004
Who Should Attend
• Corporate and customer service managers
• Customer experience and engagement managers
• Market researchers and product managers
• Service center managers
• Internal and external communication professionals
• Community outreach and education professionals
• Human resources and workforce development professionals
• IT, innovation, and automation professionals
• Data analysts, scientists, and governance professionals
• Enterprise risk managers
• Compliance analysts
• Vendors and service company providers
Registration Options
Member: $849 USD
Non-Member: $1,849 USD
Registration prices will increase by $100 after December 22, 2023. After February 20, 2024, prices will increase by an additional $100. Registration includes access to all agenda items including presentations and meals, and digital program materials through the event app. Guest tickets are available for $150 and allow for 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.
For vendor registration information, please see the Vendor Display tab.
Please review our notice regarding third-party solicitations related to this and other events.
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 Amy Nye, Director of Programs at (971) 303-2119.
Agenda
Monday, March 11, 2024
9:45 AM – 3:30 PM
Optional Networking Activities
See Networking Tab for more details.
3:00 PM – 6:30 PM
Registration Desk
The registration desk will open early for attendees to pick up their name badge. Registration and lanyards sponsored by Chartwell.
4:00 PM – 4:45 PM
Program Development Team Meet Up
Open to all Program Development Team (PDT) Members. Join us for an informal networking event to meet your fellow team members in-person and make sure you are ready for the next two days! Networking tables will be labeled by your track’s name and WEI Program Managers will be available for questions.
5:00 PM – 6:30 PM
Welcome Reception
Join us to catch up with colleagues from across the West and meet fellow Symposium attendees.
Tuesday, March 12, 2024
7:00 AM – 8:00 AM
Networking Breakfast with Vendors
Breakfast sponsored by Milwaukee Tool.
8:00 AM – 8:15 AM
Welcome to the 2024 Customer + Corporate Symposium
Speakers: Carmen Goicoechea, Manager, Customer Programs and Development, MDU Utilities Group
Carmen Jandacek, Director, Arizona Public Service Company
The Symposium Co-Chairs will welcome us to Phoenix, Arizona.
8:15 AM – 9:15 AM
Good Air: Creating Psychological Safety at Work
Speaker: Buck Davis, Founder & CEO, Buck Davis & Company
We’d all love to work at a company where we can “bring our whole selves to work.” When a company promises this kind of culture, employees know instinctively when it’s backed up and when it isn’t. When it isn’t, people feel anxious, insecure, stressed and fearful. When it is backed up, employees feel safe to speak openly, disagree and admit mistakes. They work in a psychologically safe environment. Lacking psychological safety is like a turbulent airplane ride—an experience that can strike fear and anxiety in the bravest of passengers, rendering them unable to think about anything else. Sometimes the pilot will come on the speaker to apologize for the bumpy ride, explaining that he’s going to change altitude in order to “find some good air.” When he finds that spot, the flight transforms into a smooth, stress-free experience. Good Air goes beyond the fundamental components of psychological safety. Thought-provoking, interactive discussion guides participants to reflect on their own experiences, helping them identify opportunities to bring about positive change in their own daily lives. Participants will come away with very specific practices they can put to use immediately-ways to fine-tune the energy or “vibe” they send out, make more meaningful connections, and think differently about the language they use, and reframe their own failures and those of others.
9:15 AM – 9:45 AM
Networking Break with Vendors
9:45 AM – 11:00 AM
Concurrent Track Sessions
Affordability + Equity – Unravelling the Mystery of Equity in the Utility
Customer-Centric Workforce – Engaging a Remote Workforce, Mental Health and Safety for Remote Employees
Technology + Innovation – Innovative Customer Engagement: Putting the Customer in the Driver’s Seat
11:00 AM – 11:15 AM
Networking Break
11:15 AM – 12:30 PM
Concurrent Track Sessions
Energy Advocacy + Education – Energy Literacy: The Evolving Dynamic Between Utility and Customer
People + Culture – Employee Engagement “Must Haves”: Engaging Your Workforce to Get Culture
Risk + Resilience – How To Enable Better Business Continuity Through Resiliency
12:30 PM – 1:30 PM
Networking Lunch + Vendor Showcase
Join us for a lunch buffet as we hear brief introductions from our vendor display representatives.
1:30 PM – 2:45 PM
Concurrent Track Sessions
Affordability + Equity – A Thirsty Horse May Not Drink – Removing Barriers to Energy Assistance
Customer-Centric Workforce – Embracing Emerging Technologies: The Future of Customer Experience
Technology + Innovation – Maximizing Value Through Data Management, Integration and Analytics
2:45 PM – 3:15 PM
Networking Break with Therapy Dogs
Take a break with the Alliance of Therapy Dogs (ATD) from the Phoenix area. Research shows that the power of the human-animal bond can lower stress and help improve health. Therapy animals offer acceptance, affection, physical and mental support, and plenty of hugs from a gentle furry friend.
3:15 PM – 4:30 PM
Concurrent Track Sessions
Energy Advocacy + Education – Effectively Communicating the Value of Decarbonization
People + Culture – Build Your Future Workforce: The Modern Talent Pipeline
Risk + Resilience – Accelerating Innovation From Emerging Risks In The Energy Industry
5:00 PM – 6:30 PM
Reception with Vendors
Wednesday, March 13, 2024
7:00 AM – 8:00 AM
Networking Breakfast + Program Development Team Recognition
Join us for breakfast as we honor the 80+ energy professionals from WEI member utilities and service companies who made this event possible.
8:00 AM – 9:00 AM
Energy Justice: Framework + Tools for Equity in the Industry
Speaker: Julie Scrivner, Senior Client Success Manager, Copperleaf Technologies Inc.
Many organizations face the challenge of meeting mandated and organizational equity and affordability objectives but don’t know where to start. With a 6-step equity toolkit, you can standardize your business case development, evaluation, and review processes to help you plan to meet your goals with confidence. At the core of these processes is developing an organizational value framework that evaluates all potential initiatives, projects, and programs on a common scale, so you can identify the most valuable work to pursue. Julie Scrivner, Customer Success Manager at Copperleaf, will cover a standardized process that allows for better transparency and accountability on how decisions were made and why, helping you build stronger community and customer relationships, and meet your equity and affordability goals.
9:00 AM – 9:15 AM
Networking Break
9:15 AM – 10:30 AM
Concurrent Track Sessions
Affordability + Equity – Innovative Solutions – A Path Forward for Broader Assistance Needs
Customer-Centric Workforce – How to Train to Retain: Solving Challenges with Remote/Virtual Workforce
Technology + Innovation – Navigating Innovation: Embracing Change + Engaging Stakeholders for Success
10:30 AM – 10:45 AM
Networking Break
10:45 AM – 12:00 PM
Concurrent Track Sessions
People + Culture – Knowledge Transfer and Succession Planning: Building a Strong Foundation for the Future
Risk + Resilience – How Utilities Manage Risk and Prioritize Projects To Remain Resilient
12:15 PM – 1:00 PM
Wrap Up Meeting
You’re invited to participate in the wrap-up as we set the stage for the 2025 Symposium. This session is open to all Customer + Corporate Symposium participants who are interested in joining the planning teams or want to provide feedback on their experience. Light refreshments will be provided.
Hotel + Travel
Hyatt Regency Phoenix
122 North Second Street
Phoenix, Arizona 85004
Phone: 602-252-1234
Reservation Instructions
Make your reservations online or by contacting the hotel at (602) 252-1234 to reserve your room. Identify yourself as being with “WEI” to receive a special rate of $289 USD/night. This rate is guaranteed until 5:00 PM (MT) February 20, 2024 or until the WEI room block is full.
Vendor Displays
Registration Options
Member Attendee + Vendor Display: $1,448 USD
Non-Member Attendee + Vendor Display: $2,448 USD
Registration prices will increase by $100 after December 22, 2023. After February 20, 2024, prices will increase by an additional $100. Registration includes access to all agenda items including presentations and meals, digital program materials through the event app, and includes you as the main Vendor Display Representative with one skirted table in the display area. Arrangements for power, audiovisual equipment, or other supplies may be made by calling the hotel directly.
Shipping Information
Hyatt Regency Phoenix will only accept prepaid packages. Please address all boxes/packages as follows:
Attn: Guest Name
WEI Customer + Corporate Symposium
C/O Hyatt Regency Phoenix
122 North Second Street
Phoenix, AZ 85004
Attn: Lori Schacher
March 11 – 13, 2024
Box # of #
For any AV equipment, internet, or power needs, please contact Steve Smart via email or at 602-741-8335 for an Exhibit Services Form.
Vendor Display Schedule
Monday, March 11, 2024
3:00 PM – 5:00 PM: Vendor Check-in and Setup
Tuesday, March 12, 2024
7:00 AM – 6:30 PM: Vendor Displays Open
7:00 AM – 8:00 AM: Networking Breakfast with Vendors
9:15 AM – 9:45 AM: Networking Break with Vendors
12:30 PM – 1:30 PM: Networking Lunch + Vendor Showcase
5:00 PM – 6:30 PM: Networking Reception with Vendors
6:30 PM – 7:30 PM: Teardown
Vendor Display Map
Networking
All networking activities are scheduled for Monday, March 11, 2024.
9:45 AM – 12:00 PM
Phoenix Historic Walking Tour
Cost: $30 USD
Capacity: 15
Get the grit, glamour, and glory of Phoenix’s past and present with a walking tour through the central corridor. This 2 hour walking tour will take you on a journey through Phoenix’s wild and colorful history. Stops and stories include art installations and historic buildings from the territorial, art deco, and post-WWII era. Pre-registration is required.
Tracks
Affordability + Equity
As an industry, we have the responsibility of connecting our customers to available resources and adapting to their needs while balancing carbon and clean energy goals. This track will explore best practices in understanding and supporting low- and moderate-income customers, offering payment plans and assistance, and developing and implementing cost-saving and energy-efficient programs that provide solutions to customers and communities.
Target Audience: Professionals responsible for Billing + Payment Plans; Credit Operations; Low Income Programs + Service Offerings; Energy Efficiency Programs; Community Outreach; or External Partnerships.
Customer-Centric Workforce
With a focus on contact center management and customer-facing roles, this track will explore how utilities are preparing and supporting their current and future customer workforce to handle emerging and evolving customer expectations, energy literacy, and how a positive employee experience is driving customer satisfaction.
Target Audience: Professionals responsible for Customer Contact Centers; Customer Care; Customer Quality Assurance; Customer Workforce Training + Development; Field Customer Services; or Customer Operations.
Energy Advocacy + Education
What is the customers’ role in the energy transition? How are utilities educating their customers and communicating decarbonization efforts while balancing the needs of diverse stakeholders, energy policies, and climate goals? This track will explore how companies can simplify complex messages, increase energy literacy, identify and empower advocates, and develop strategic partnerships to tell their story to customers, the media, and the public.
Target Audience: Professionals responsible for Customer + Stakeholder Relations; Community Engagement + Education; Public Relations; External Communications; Digital Content + Marketing; Energy Policy + Regulation; or Sustainability.
People + Culture
Like most industries, utilities face core challenges to recruit, develop, and retain our people. This track focuses on how company culture has a direct impact on employee engagement and will explore evolving workforce expectations, attracting new talent, upskilling for the future, and what it means to be an employer of choice.
Target Audience: Professionals responsible for Talent Acquisition + Management; Human Resources; Onboarding; Training + Apprenticeships; Organizational + Workforce Development; Benefits + Compensation; or Succession Planning.
Risk + Resilience
Utilities find themselves facing a wide variety of risks – from disaster recovery, supply chain disruptions, economic instability, cyber threats, and climate change. What makes a company resilient is its ability to adapt and respond to these threats while maintaining a successful business model. This track will focus on how utilities measure the likelihood, impact, and velocity of emerging risks and how to build and sustain corporate resiliency to prepare for the future.
Target Audience: Professionals responsible for Risk Management; Risk Mitigation; Cybersecurity; Compliance; Asset Management; Supply Chain; Data Security + Privacy; or Financial Planning + Strategy.
Technology + Innovation
How can utilities be more proactive and effective in utilizing new and emerging tools? This track will focus on advancements in artificial intelligence, robotic process automation, data-driven insights, customer analytics, and how utilities are leveraging new technology to provide better service and more efficient operations in all parts of the business.
Target Audience: Professionals responsible for Innovation; Information Technology; Data Sciences; Data Visualization; Artificial Intelligence; Digital Transformation; Customer Strategy + Analytics; Communications + Channel Development.
Program Sponsors
Platinum Sponsors
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Gold Sponsors
Session + Conference Services Sponsors
