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.

Register Now

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

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
Welcome 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
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 – Looking Outside of the Utility Industry to Inspire Your Brand
Facing Customer Disruptors – Recharging the Conversation on EVs and Renewables
Innovation + Business Agility – Showcasing Innovation
Insights That Drive Customer Value – Translating Satisfaction to Value
Our People – Diversity + Inclusion

11:45 AM – 1:30 PM
Lunch
Vendor Showcase

1:30 PM – 2:45 PM
Concurrent Tracks – Breakout Session
Customer Contact Transformation – Contact Center Development – From Agent to Leader
Data-Driven Insights – Treat Your Data Like an Asset
Emerging Threats + Risk Management – The Emerging Threat of Wildfires on Grid Resiliency
Evolving Your Brand Identity – Using Today’s Voice of the Customer to Improve Tomorrow’s Brand Value
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 – Enterprise Change Management Affects Our People

2:45 PM – 3:15 PM
Break with Vendors

3:15 PM – 4:30 PM
Concurrent Tracks – Breakout Session
Customer Contact Transformation – Creating a Collaborative Culture – Corporate to Customer
Data-Driven Insights – Data Insights from Beyond the Utility Industry
Emerging Threats + Risk Management – Navigating the Changing Landscape of Data Privacy
Evolving Your Brand Identity – Stand Up and Stand Out: Being Bold in Times of Adversity
Facing Customer Disruptors – Key Insights From Smart Speaker Projects with SoCal Edison and Google
Innovation + Business Agility – Why Can’t We Be Like Amazon?
Insights That Drive Customer Value – Do You Really Know Your Customer?
Our People – Workforce Shaping: Responding to Intelligent Automation’s Impact

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
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 – Is Your Grid Ready for the Future?
Evolving Your Brand Identity – Why Being an Employer of Choice Matters
Facing Customer Disruptors – Playing a Catchy Tune – Building Customer Advocacy
Innovation + Business Agility – How to Green Light Your Innovation Project
Insights That Drive Customer Value – Using Segmentation to Drive Customer Strategy
Our People – Why Being an Employer of Choice Matters

10:45 AM – 11:00 AM
Break

11:00 AM – 12:00 PM
Concurrent Tracks – Breakout Session
Customer Contact Transformation – Empowering and Understanding Low Income Customers
Data-Driven Insights – Risk Management: 3rd Party + Data Interactions
Emerging Threats + Risk Management – Risk Management: 3rd Party + Data Interactions
Evolving Your Brand Identity – Enhancing Your Brand Image in a Rapidly Evolving World
Facing Customer Disruptors – The Blindside of Community Choice
Innovation + Business Agility – Establishing a Culture of Innovation in an Increasingly Complex Environment
Insights That Drive Customer Value – When Customers Call, We Are Listening
Our People – Establishing a Culture of Innovation in an Increasingly Complex Environment

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

Hilton Portland Downtown
921 SW 6th Ave
Portland, Oregon 97204
Phone: (503) 226-1611

Click here to make your reservation now.

Reservation Instructions
Please contact the hotel directly at (503) 226-1611 or use the link above 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.

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.

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

Vendor Display Map


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