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

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.

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.

Platinum Sponsors
    

Gold Sponsors