Mar

09-11

Customer + Corporate Symposium (Mar 09-11)

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. Vendors encouraged to display.

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General Details

  • Program Chair(s)
  • Neena Master, Director, Customer Services, Southeast Region, Southern California Gas Company; Denise Wilcox, Vice President, Human Resources, New Mexico Gas Company

    • Program Location
    • Hilton Portland Downtown
    • 921 SW 6th Ave
      Portland, OR 97204
    • Who Should Attend
      • Corporate and customer service senior management
      • Customer experience and channel managers
      • Service center managers
      • Customer program managers
      • Community outreach and public relations professionals
      • Human resources professionals
      • IT and technology professionals
      • Data analysts, scientists and management professionals
      • Enterprise risk management leaders
      • Risk analysts
      • Compliance analyst/managers
      • Change Management Professionals
      • Service company providers
  • Registration Options
  • Conference Registration Member: $799 USD (speakers and delegates)
    Conference Registration Regular: $1,799 USD

    Registration prices increase $150 after February 23, 2020. Registration includes full conference access and materials. Does not include pre-conference networking tours that have separate fees. Guest passes are available for $99 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. Does not include pre-conference networking tours that have separate fees.

  • 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

Monday, March 9, 2020

10:00 AM - 3:00 PM

Optional Pre-Conference Networking Activities

Specific tours TBD. 2-3 different tours will be announced in early fall.

1:00 PM - 5:15 PM

Registration Desk Open – Name Badge Pickup

For guests who wish to pick up their conference materials prior to the opening keynote, we provide early registration check-in.

2:00 PM - 4:15 PM

Vendor Displays Open

Pick up a scavenger hunt card and complete to win prizes.

3:00 PM - 3:45 PM

Program Development Team and First-Time Attendee Meetup

If this is your first time attending a WEI event show up early to meet the Program Development Teams that make this conference possible. We want you to get the most out of your experience at the Symposium!

4:00 PM - 4:20 PM

Welcome to Portland and the 2020 Customer + Corporate Symposium Opening

4:20 PM - 5:30 PM

Keynote

5:30 PM - 7:00 PM

Opening Day Reception

Join us to catch-up with colleagues from across the West and meet fellow Symposium attendees.

Tuesday, March 10, 2020

7:30 AM - 8:30 AM

Breakfast

8:30 AM - 9:45 AM

Morning Welcome + Keynote

9:45 AM - 10:15 AM

Break with Vendors

Pick up a scavenger hunt card and complete to win prizes.

10:15 AM - 11:45 AM

Concurrent Tracks – Breakout Session 1

The 2020 Customer + Corporate Symposium will feature breakout sessions across eight tracks over two days. Individual session details will be available starting in October.

Corporate Services Tracks

  • Business Insights + Data: Utilities find themselves inundated with a diversity of data across all lines of business. This track will explore how companies are using data as an asset to improve systems and operations, maintain organizational health and ultimately improve the bottom line.
  • Emerging Threats + Risk Management: Utilities have always managed risks to maintain a successful business model. However, with the pace of change increasing, emerging risks pose a variety of threats. This track will focus on how utilities measure the likelihood, impact and velocity of emerging risks across business units.
  • Innovation + Business Agility: Utilities are learning how to compete in a modern economy as the traditional threats to the industry have changed. This track will focus on technology, process and cultural changes that increase a business unit’s ability to be agile and implement practices that foster innovation across all levels of their organization.
  • Our People: Utilities face core challenges to recruit, retain, develop and train their workforce. This track will bring together employee development and training experts, HR leaders, change management specialists, and other professionals to share case studies on current issues and preparing the utility workforce for future challenges.

Customer Connections Tracks

  • Customer Contact Transformation: With a focus on contact center management and customer-facing frontline employees, this track will explore how utilities are preparing their current and future customer workforce to handle emerging challenges.
  • Evolving Your Brand Identity: A utility’s brand and communications must meet the needs and desires of changing customers and employees. This track will explore how companies are marketing themselves to customers, delivering consistent communications and accurate messaging across a variety of channels, and creating a customer-driven strategy across business units.
  • Facing Customer Disruptors: With the industry facing disruptions and competitors on many fronts, the trusted energy partnership that many utilities have cultivated with customers for decades is at risk. This track will focus on how utilities are identifying disruptors and developing processes, products and services to better serve their customers.
  • Insights that Drive Customer Value: Customer analytics allow utilities to better understand their customers’ preferences, improve the customer experience, and optimize systems and operations within customer business units. This track will focus on how utilities are using data to better serve their customers.

11:45 AM - 1:30 PM

Lunch

Vendor Showcase

1:30 PM - 2:45 PM

Concurrent Tracks – Breakout Session 2

2:45 PM - 3:15 PM

Break with Vendors

3:15 PM - 4:30 PM

Concurrent Tracks – Breakout Session 3

4:30 PM - 6:00 PM

Reception with Vendors

Pick up a scavenger hunt card and complete to win prizes.

Wednesday, March 11, 2020

7:00 AM - 8:00 AM

Breakfast

8:00 AM - 8:15 AM

PDT Recognition + Raffle Winners Announced

8:15 AM - 9:15 AM

Utility Executive Panel

Come listen to a dynamic panel of utility Executives up on the main stage as they address this year’s theme of “Powerful Connections”. Learn the challenges and opportunities they face with the changing landscape in the energy industry as they share their vision for the utility of the future. Take the opportunity to interact by asking your own questions.

9:15 AM - 9:45 AM

Break with Hotel Checkout

9:45 AM - 10:45 AM

Concurrent Tracks – Breakout Session 4

10:45 AM - 11:00 AM

Break

11:00 AM - 12:00 PM

Concurrent Tracks – Breakout Session 5

12:00 PM - 1:25 PM

Lunch + Closing Conference General Session

1:25 PM - 1:30 PM

Symposium Adjourns

1:30 PM - 2:15 PM

2020 Wrap Up Meeting

You’re invited to participate in the wrap-up as we set the stage for the 2021 Symposium! Open to all Customer + Corporate Symposium participants who are interested in joining the planning teams or just want to provide your feedback.

Hotel + Travel

  • Reservation Instructions
  • Please contact the hotel directly at (503) 226-1611 to reserve your room. Identify yourself as being with the WEI Customer + Corporate Symposium to receive a special rate of $169 USD/night. This rate is guaranteed until February 23, 2020 or until the WEI room block is full.

Vendor Displays

Registration Options
Conference Registration + Vendor Display Member: $1,198 USD
Conference Registration + Vendor Display Regular: $2,298 USD
+ Vendor Assistant for $299 USD
+ Guest Pass for $99 USD

Prices increase $250 for the Conference Registration + Vendor Display options and $100 for Vendor Assistant option after February 23, 2020. The Conference Registration + Vendor Display registration includes full conference access 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.

Vendor Display Assistant registration is only for those whose vendor company has already registered for a table. Includes vendor area access and vendor associated food functions.

The Guest ticket can be added to a conference registration and allows 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.

Vendor Display Schedule
Monday, March 9
9:00 AM – 2:00 PM – Check-in and Vendor Set-up
2:00 PM – 4:15 PM – Vendor Area Open
3:00 PM – 3:45 PM – Program Development Team and First-Time Attendee Meetup in Vendor display area

Tuesday, March 10
7:30 AM – 6:00 PM – Vendor Area Open
7:30 AM – 8:30 AM – Breakfast with Vendor Displays
9:45 AM – 10:15 AM – Break with Vendor Displays
11:45 AM – 1:30 PM – Lunch (Vendor Showcase at 12:05 PM)
2:45 PM – 3:15 PM – Break with Vendor Displays
4:30 PM – 6:00 PM – Reception with Vendor Displays
6:00 PM – 7:00 PM – Tear Down

Sponsors

Platinum Sponsors
Booz-01Bridge-01Burns + McDonnell-01

Copperleaf-01HDR-01Henkels + McCoy-01Honeywell-01Itron-01-01KPMG-01Landis+Gyr-01   Potelco-01Rokstad-01-01SAP-01Sheffield-01Siemens-01

Gold Sponsors
ActiveTelesource-01Acros-01Asplundh-01 Barnard-01Black + Veatch-01Esource-01Energy Care-01HGCA-01IBM-01 Nexant-01PrintSEL-01-01     snelson_300dpiTDW-03-01The HDD Company-01vertexone logo w-tagline NEWWilson Construction-01