Jun

16-18

Customer + Corporate Symposium – Virtual (Jun 16-18)

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.

Register Now

General Details

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

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
Western Energy Institute takes the health and safety of our employees and members very seriously. With safety as our top priority, this program is being offered in a virtual format. No hotel or travel is required. If you have any questions, please contact the Program Manager directly.

Attendee: $299 USD
This registration includes full access to the virtual conference and meeting materials through the conference app.

General Cancellation Policy
WEI will be waiving the standard cancellation policy for this program and other programs occurring in March, April, May, and June 2020. Registrants can receive a full refund of their fee if requested up to the day before the program occurs for increased flexibility due to the rapidly developing COVID-19 situation. This applies both to new and existing registrations. This also applies to any registration fees paid for virtual program formats.

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 Amy Nye, Program Manager at (503) 688-2794.

Agenda

All sessions are in Pacific Time. General Sessions will be provided through GoToWebinar. All other sessions will be provided through GoToMeeting. Registered attendees will receive a welcome email with information on accessing the virtual meeting rooms. If you did not receive an email, please contact Amy Nye.

A/V for the Virtual Customer + Corporate Symposium is sponsored by:

Tuesday, June 16, 2020

4:00 PM – 5:00 PM
Virtual Happy Hour (Optional)
Grab your favorite beverage, activate your mic, and turn on your webcam to connect with colleagues and friends. WEI will host three themed rooms for happy hour. See your welcome email for more information.

Wednesday, June 17, 2020

7:00 AM – 4:00 PM
Virtual Registration + Help Desk
WEI will host a virtual registration and help desk before the conference begins and throughout the day. Stop in for a visit if you have questions about the agenda, want more information on how to use the app, or need assistance accessing GoTo Webinar or any of the GoTo Meeting breakout rooms.

8:00 AM – 8:45 AM
General Session: Welcome to the 2020 Customer + Corporate Symposium
Speakers: Neena Master, Director of Customer Services Field, Southeast Region, Southern California Gas Company
Denise Wilcox, Vice President, Human Resources, New Mexico Gas Company
The Customer + Corporate Symposium Co-Chairs will welcome all participants, recognize the Program Development Team, and provide an overview of the virtual experience. This session will be delivered using GoToWebinar. Registered attendees will receive a welcome email with information on accessing the virtual meeting rooms.

8:45 AM – 9:00 AM
Work From Home Break
Working from home? We want to see your #WFH setup! Click on the Activity Feed in the app and post a picture to the Event Feed.

9:00 AM – 10:15 AM
Concurrent Tracks – 1A
Customer Contact Transformation – Exposing the Bottom Line: From Customers to Shareholders
Data-Driven Insights – In the Beginning…There was Data
Emerging Threats + Risk Management – Enterprise Risk Management: A Journey, Not a Destination
Evolving Your Brand Identity – Enhancing Your Brand Image in a Rapidly Evolving World

10:15 AM – 10:45 AM
Health + Wellness Break
Stretch, meditate, refresh your coffee, whatever works for you – just take a moment to care for yourself. Post your favorite way to relax or recharge in the Event Feed.

10:45 AM – 12:00 PM
Concurrent Tracks – 1B
Facing Customer Disruptors – Embracing the Challenges + Opportunities with the Growth of EVs + Renewables
Innovation + Business Agility – Showcasing Innovation
Insights That Drive Customer Value – Translating Customer Data to Value During the COVID Epidemic
Our People – Diversity, Equity + Inclusion: Creating an Environment Where Everyone Can Thrive

12:00 PM – 1:00 PM
Break for Lunch

1:00 PM – 2:15 PM
Concurrent Tracks – 2A
Customer Contact Transformation – Contact Center Development – From Agent to Leader
Data-Driven Insights – Treat Your Data Like an Asset
Emerging Threats + Risk Management – A New Emerging Threat: Wildfires – OT Monitoring & Defense
Evolving Your Brand Identity – Using Today’s Voice of the Customer to Improve Tomorrow’s Brand Value

2:15 PM – 2:45 PM
Hobby Break
Have you taken up a new hobby while staying at home? Whether it’s crafting, knitting, gardening, jogging, biking, video games, or cooking, share a picture of your recent project using the Event Feed in the app.

2:45 PM – 4:00 PM
Concurrent Tracks – 2B
Facing Customer Disruptors – Hydrogen – Enabling the Energy Transition
Innovation + Business Agility – Tackling Roadblocks to Innovation
Insights That Drive Customer Value – Leveraging Your Customer Feedback to Create a Better Customer Experience
Our People – How Enterprise Change Management Impacts Our People

Thursday, June 18, 2020

7:00 AM – 3:30 PM
Virtual Registration + Help Desk
WEI will host a virtual registration and help desk before the conference begins and throughout the day. Stop in for a visit if you have questions about the agenda, want more information on how to use the app, or need assistance accessing GoTo Webinar or any of the GoTo Meeting breakout rooms.

8:00 AM – 8:45 AM
General Session: Navigating the Next Normal
Speaker: Carmen Jandacek, Director, Ethics Office & Total Rewards, Arizona Public Service Company
As seismic global events reshape the way we approach work, we have to make the next big leadership pivot. How are you preparing for the next normal? Attend this session to learn how building resiliency with your employees is currency for future success, how inclusion can be achieved even during the chaos of COVID and how providing psychological safety and empathy are table stakes in the next normal. This session will be delivered using GoToWebinar. Registered attendees will receive a welcome email with information on accessing the virtual meeting rooms.

8:45 AM – 9:00 AM
Coffee Break
One advantage to a virtual meeting? You can drink your own coffee or tea (and we won’t run out)! Post a picture of your favorite mug to the Event Feed.

9:00 AM – 10:15 AM
Concurrent Tracks – 3A
Customer Contact Transformation – Creating a Collaborative Culture – Corporate to Customer
Data-Driven Insights – Analytic Insights for Improving EE, DR, and DER Adoption
Emerging Threats + Risk Management – Is Your Grid Ready for EIM?
Evolving Your Brand Identity – Stand Up and Stand Out: Being Bold in Times of Adversity

10:15 AM – 10:45 AM
Pet Break
Working from home with your furry friends? Take a moment to care for your pets and post their picture on the social wall in the app!

10:45 AM – 12:00 PM
Concurrent Tracks – 3B
Facing Customer Disruptors – Insights from SoCal Edison on the Smart Home of the Future
Innovation + Business Agility – How to be More Like Amazon and Innovate Faster
Insights That Drive Customer Value – Do You Really Know Your Customer?
Our People – Workforce Shaping: Responding to Intelligent Automation’s Impact

12:00 PM – 1:00 PM
Break for Lunch

1:00 PM – 2:00 PM
Concurrent Tracks – 4
Customer Contact Transformation – The Power of Emerging Training for CSRs Today
Data-Driven Insights – Bigfoot, Unicorns, and Self-Service Analytics: Reality or Myth?
Emerging Threats + Risk Management – Navigating the Changing Landscape of Data Privacy
Combined: Evolving Your Brand Identity + Our People – Why Being an Employer of Choice Matters
Facing Customer Disruptors – CCA 101
Innovation + Business Agility – How to Greenlight Your Innovative Project
Insights That Drive Customer Value – Using Segmentation to Drive Customer Strategy

2:00 PM – 2:30 PM
Appreciation Break
On behalf of the entire WEI team, we want to extend a sincere THANK YOU to our planning team members, speakers, and all participants for your support. You are amazing and we appreciate everything you do.

2:30 PM – 3:30 PM
Concurrent Tracks – 5
Customer Contact Transformation – Empowering and Understanding Low-Income Customers
Combined: Data-Driven Insights + Emerging Threats + Risk Management – Risk Management: 3rd Party + Data Interactions
Evolving Your Brand Identity – Looking Outside of the Utility Industry to Inspire Your Brand
Facing Customer Disruptors – Playing a Catchy Tune – Building Customer Advocacy
Insights That Drive Customer Value – When Customers Call, We Are Listening

3:30 PM – 4:00 PM
Wrap Up Celebration (Optional)
Join us as we wrap up the Symposium and acknowledge the people who made this all possible. We also invite you to join the Program Development Team for the 2021 Customer + Corporate Symposium scheduled for March 8 – 10, 2021 at the Hyatt Regency La Jolla in San Diego, California.

Track Details

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. Attendees to this track are managers or customer contact center representatives, staff of payment centers, and those working in the field with customers regularly. Employees responsible for customer workforce management strategy and training are encouraged to attend.

Data-Driven Insights
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, enhance the customer experience, 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.

Evolving Your Brand Identity
A utility’s brand and communications must meet the needs and desires of changing customers and employees. How can and how do utilities strategically brand and market themselves in this changing landscape? This track will explore how companies are enhancing their customer experience, delivering consistent communications and accurate messaging across a variety of channels, utilizing technology to maximize their message, and creating a customer-driven strategy across business units. External communications professionals, social media strategists, digital specialists and contact center employees are encouraged to attend, as are those individuals responsible for developing customer communications strategies.

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. Utilities must identify disruptors and develop processes, products, and services to better serve their customers. This track is designed for professionals responsible for developing and rolling out new products and services, developing innovative partnerships to enhance your relationship with customers, and creating strategies to better understand your customer’s needs.

Innovation + Business Agility
Utilities must be proactive in embracing change and chasing innovation, or risk no longer being relevant and possibly failing to exist. 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.

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. It is intended for customer analysts, data analysts, customer managers, and leaders responsible for customer service, product development and leveraging customer data.

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.

Sponsors

Platinum Sponsors
Black + Veatch-01Booz-01Burns + McDonnell-01Copperleaf-01 HDR-01Henkels + McCoy-01Honeywell-01Itron-01-01KPMG-01Landis+Gyr-01   Potelco-01Rokstad-01-01SAP-01Sheffield-01

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

Meet The Speakers

Neena Master

Southern California Gas Company

Director of Customer Services Field
Learn More

Neena Master is the Director of Customer Services for Southern California Gas Company (SoCalGas), the nation’s largest natural gas distribution company serving nearly 21 million consumers. SoCalGas has over 8,000 employees and is headquartered in Los Angeles.

Previously, Neena has experience in community relations, pipeline safety, billing operations, customer services and marketing. Neena has over 20 years in the utility industry and has working experience with energy, federal and local government agencies, and manufacturing industries. Neena also sits on the Board of Directors for the Orangewood Foundation, Orange County Human Relations and Korean Health Education, Information, and Research (KHEIR) organizations. She is a Certified Energy Manager and has earned a Master Degree of Business Administration from Claremont Graduate University in 1999 and a Bachelor’s Degree in Business Administration from University of Southern California in 1995.

Denise Wilcox

New Mexico Gas Company

Vice President, Human Resources
Learn More

Denise is responsible for leading Human Resources, Corporate Security and Customer Relationship Management (CRM) Strategic Solutions. Before joining New Mexico Gas Company in February 2009, Denise built a distinguished career with the City of Albuquerque, serving in a variety of leadership positions in municipal development, environmental health, labor relations, risk management and customer services. Denise holds a Master’s degree in Public Administration and a B.A., both from the University of New Mexico. She is certified as a Senior Professional in Human Resources (SPHR) and holds the SHRM-SCP designation through the Society for Human Resources Management. Denise serves on the Board of Directors of the Anderson School of Management Foundation and the Domestic Violence Resource Center.

Carmen Jandacek

Arizona Public Service Company

Director, Ethics Office & Total Rewards
Learn More

Carmen Jandacek has worked for Arizona Public Service (APS) since 1996 holding various positions and leadership roles in Human Resources over her tenure with the company. She is currently the Director of the Ethics Office, Total Rewards and HR Technology.
Carmen is the Founder and Chair of the APS LGBT Alliance, an employee network group, former chair and board member of the nonprofit organization one•n•ten, a board director of the Better Business Bureau serving the Pacific Southwest and a member of the City of Phoenix Census 2020 Complete Count Committee. She previously held positions on the board of the Greater Phoenix Gay and Lesbian Chamber of Commerce and the One Community Multicultural Advisory Board. Carmen has an undergraduate degree in management and she earned her MBA from the University of Phoenix in 1999. She is a previously certified Senior Professional in Human Resources Designee (SPHR) and a Certified Compliance and Ethics Professional (CCEP). In 2017 she was recognized as a Woman of Achievement by In Business Magazine and in 2019, she received the One Community Local Hero Award for her contributions to equality and inclusion in the Phoenix area.
Carmen is an avid fitness and health enthusiast and believes the key to success is a healthy mind and body. She believes you have to take care of yourself before you can take care of anyone else. She has participated in many biking, running and triathlon races throughout the state of Arizona and is an Ironman Arizona finisher.