Mar

13-15

Customer + Corporate Symposium (Mar 13-15)

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 cybersecurity. This program is an excellent professional development and organizational team-building opportunity. Vendors encouraged to display.

Register Now

General Details

Program Chairs
John Thurmond, Director, Customer Interaction, NorthWestern Energy
Jason Cameron, Manager, Sacramento Power Academy, Sacramento Municipal Utility District

Program Location
Loews Hollywood Hotel
1755 N Highland Ave
Hollywood, California 90028

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
• Cybersecurity experts
• Data analysts
• Service company providers

Registration Options
Conference Registration Member: $799 USD (speakers and delegates)
Conference Registration Regular: $1,749 USD

Prices for the conference registration increases $150 after February 15, 2019. Registration includes full conference access and materials. Guest tickets are available for $125 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, and all program materials.

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

Wednesday, March 13, 2019

11:00 AM – 3:30 PM
Optional Networking Activities
Hollywood Walking Food Tour: 11:00 AM – 2:30 PM
Sponsored by:

Hollywood Sign E-Bike Cruise: 11:30 AM – 2:30 PM
Sponsored by:

See Networking tab for more details and sign-up to attend during registration.

3:30 PM – 4:45 PM
Name Badge Pick-up
For guests who wish to pick up their name badges prior to the Welcome + Keynote session, we provide early registration check-in. After 5:00 PM, name badges will be available at the Welcome Reception at the Pool Terrace.
Lanyards sponsored by:

3:30 PM – 4:30 PM
First-Time Attendee Meetup
If this is your first time attending a WEI event show up early to meet experienced WEI veterans and fellow first timers.

4:30 PM – 5:30 PM
Conference Welcome + Keynote

5:30 PM – 7:00 PM
Welcome Reception
Join us on the Pool Terrace to catch-up with colleagues from across the West and meet fellow Symposium attendees.

Thursday, March 14, 2019

7:00 AM – 8:00 AM
Registration + Breakfast

8:00 AM – 8:45 AM
Morning Keynote

8:45 AM – 9:15 AM
Break with Vendors Displays
Pick up a scavenger hunt card and complete to win prizes at the evening reception.

9:15 AM – 10:30 AM
Concurrent Tracks – Breakout Session 1
Business Value – What Do I Do with My Data Scientists?
Community + Customer Engagement – Real Solutions for the Low Income Segment
Creating a Customer-Centered Workforce – Raising the Volume of the Customer’s Voice
Customer Insights – Trends and Opportunities in Outage Communications
Data – Agile Data Strategy in an Age of Transformation
Delivering Customer Service Excellence – Unlocking the Value of AMI for Customers
Emerging Products + Services – Laying the Path for Decarbonization
Our People – Reflecting Diversity & Inclusion in Our Workforce
Technology + Innovation – De-“mist”-ifying the Cloud: Five Major Cloud Myths Debunked

10:30 AM – 10:45 AM
Break

10:45 AM – 12:00 PM
Concurrent Tracks – Breakout Session 2
Business Value – Ingredients of Change Management
Community + Customer Engagement – Evolution of Prepay: Providing Customers More Control and Choice
Creating a Customer-Centered Workforce – From Analytics to Supervision: A Multi-Level Approach to Coaching
Customer Insights – Zero Calls – happy customers: perspectives from PSE’s “Get to Zero” program
Data – Data Architecture for Non-Architects
Delivering Customer Service Excellence – Increasing Employee Recognition to Enhance Customer Experience
Emerging Products + Services – What Smart Cities means to the Community and Utilities
Our People – Ready or Not: Developing your Employees for What’s Ahead
Technology + Innovation – Scaling the Agile Wall: Opportunities and Challenges for Utilities Adopting Agile Practices

12:00 PM – 1:30 PM
Lunch
PDT Recognition and Vendor Showcase

1:30 PM – 2:45 PM
Concurrent Tracks – Breakout Session 3
Business Value – Strategies for Revenue Growth – Value that Builds Growth
Community + Customer Engagement – Can Renewables Save the World? Communicating Complex Green Energy Initiatives
Creating a Customer-Centered Workforce – Can You Hear Me Now?
Customer Insights – Community Choice Aggregation 101
Data – The Journey to Data Governance
Delivering Customer Service Excellence – Positively Impacting Customer Experience with Innovative Call Center Performance Management
Emerging Products + Services – The New Normal – Utility’s Role in Emergency Management & Building Resiliency
Our People – Imagine More: Optimizing your Employee Value Proposition
Technology + Innovation – Robotics and AI: The Next Generation of Labor

2:45 PM – 3:15 PM
Break with Vendor Displays

3:15 PM – 4:30 PM
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 “Imagine More. Energizing the Future”. 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.

4:30 PM – 6:00 PM
Reception with Vendors Displays
Sponsored by:

Friday, March 15, 2019

7:00 AM – 8:00 AM
Breakfast

8:00 AM – 9:00 AM
Concurrent Tracks – Breakout Session 4
Business Value – Budget and Planning: More than Numbers
Community + Customer Engagement – A Collaborative Approach to New Products, Services, and Customer’s Strategic Objectives
Creating a Customer-Centered Workforce – Elevating the Customer Experience Through Service Excellence
Customer Insights – Back to the Future with AMI
Data – Back to the Future with AMI
Delivering Customer Service Excellence – Driving First Call Resolution Through CSR Empowerment: Evolving From Vision to Execution
Emerging Products + Services – A Collaborative Approach to New Products, Services, and Customer’s Strategic Objectives
Our People – Utilities’ Next Top Talent: Technology Changing the Workspace
Technology + Innovation – Utilities’ Next Top Talent: Technology Changing the Workspace

9:00 AM – 9:15 AM
Break

9:15 AM – 10:15 AM
Concurrent Tracks – Breakout Session 5
Business Value – The Value of Innovation
Community + Customer Engagement – How Loyalty Leads to Customer Engagement and Why It Matters
Creating a Customer-Centered Workforce – Future Ready: Preparing for the Customer and Work of Tomorrow
Customer Insights – How Loyalty Leads to Customer Engagement and Why It Matters
Data – What Story is your Data Telling?
Delivering Customer Service Excellence – Delivering on the Promise of Channel of Choice: The Good, The Bad, + The Ugly
Emerging Products + Services – Delivering on the Promise of Channel of Choice: The Good, The Bad, + The Ugly
Our People – Future Ready: Preparing for the Customer and Work of Tomorrow
Technology + Innovation – The Value of Innovation

10:15 AM – 10:30 AM
Break

10:30 AM – 11:15 AM
Closing Keynote + Symposium Adjourns

11:15 AM – 12:15 PM
2019 Wrap Up Meeting
Open to all Symposium participants who are interested in joining the leadership teams or just want to provide your feedback, you’re invited to participate in the wrap-up as we set the stage for 2020. PDT encouraged to attend.

Hotel + Travel

Loews Hollywood Hotel
1755 N Highland Ave
Hollywood, California 90028

Reservation Instructions
Please contact the hotel directly at (855) 563-9749 to reserve your room, or complete your reservation online. Identify yourself as being with Western Energy Institute to receive a special rate of $239 USD/night. This rate is guaranteed until February 15, 2019 or until the WEI room block is full.

Networking

All networking events are scheduled for Wednesday, March 13, 2019.

Hollywood Walking Food Tour
11:00 AM – 2:30 PM
Registration Fee: Free
Sponsored by:

We will explore the Walk of Fame and hear fascinating stories about Hollywood -past and present- while enjoying diverse comfort food from local restaurants. This tour is not well-suited for a vegan or gluten-free diet, though we may be able to accommodate other dietary restrictions.

WEI reserves the right to cancel networking tours if a minimum number of participants is not met.

Hollywood Sign E-Bike Cruise
11:30 AM – 2:30 PM
Registration Fee: Free
Sponsored by:

There is maybe no landmark more recognizable than the Hollywood sign. Join us on a guided e-bike ride through the Hollywood Hills to see the iconic sign and to discover what lies above it. The winding route up to the Hollywood sign is full of gorgeous and eccentric architecture, and you’ll get the inside scoop on the celebrity homes we pass. We’ll stop by the best spots for pictures with the sign and see the 360° view from the top. Have a look at the whole city and the surrounding San Gabriel mountains before we head back down through the beautiful Hollywood Hills.

This tour is recommended for people who are comfortable riding a traditional bike. We’ll be using “pedal assist” electric bikes. While you will still have to pedal, the electric motor kicks in to make climbing hills a breeze. A brief tutorial and helmets will be provided.

WEI reserves the right to cancel networking tours if a minimum number of participants is not met.

Vendor Displays

Registration Options
Conference Registration + Vendor Display Member: $1,198 USD
Conference Registration + Vendor Display Regular: $2,149 USD
+ Vendor Assistant for $299 USD
+ Guest Pass for $125 USD

Prices increase $250 for the Conference Registration + Vendor Display options and $100 for Vendor Assistant option after February 15, 2019. 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, audio visual equipment, or other supplies may be made by calling the hotel directly.

Vendor Assistants may be registered once the main Vendor Registration is complete and include 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
Wednesday, March 13
3:00 PM – 5:00 PM – Check-in and Vendor Set-up

Thursday, March 14
7:00 AM – 8:00 AM – Breakfast with Vendors Displays
8:45 AM – 9:15 AM – Break with Vendor Displays
12:00 PM – 1:30 PM – Lunch (Vendor Showcase at 12:15 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

Program Sponsors

Platinum Sponsors
ABDD-01Booz-01Bridge-01Burns + McDonnell-01Copperleaf-01HDR-01Henkels + McCoy-01Honeywell-01Itron-01-01KPMG-01Landis+Gyr-01Potelco-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

Meet The Speakers

Yolanda France

Salt River Project

Director, Customer Contact Operations
Learn More

Yolanda is the Director of SRP’s Customer Billing and Accounting group whose main functions are revenue protection, customer accounting, revenue accounting, and customer billing functions including the billing and back office management of M-Power, the nation’s largest electric utility prepay program, with over 156,000 customers. Prior to her current role, Yolanda led the Customer Contact Operations group and oversaw SRP’s two residential contact centers, business contact center, water contact center, construction contact center, workforce management, and resource counseling group. Yolanda has been with SRP for 22 years.

Scott Johnson

Chartwell, Inc.

Vice President

Carl Lepper

J.D. Power and Associates

Director of Utility Practice

Juan Argueta

Southern California Edison

Senior Manager

Ryan Anderson

Tucson Electric Power

Senior Customer Relationship Manager, Commercial Account Services

Octavio Verduzco

Southern California Gas Company

CARE & Assistance Programs Manager

Shawn Collins

Opportunity Council

Director of the Energy Project

Ana Matthews

Avista Corp.

Consumer Affairs Program Manager

Danielle Vitoff

Navigant Consulting, Inc.

Associate Director Energy

Noah Solomon

Chartwell, Inc.

Senior Research Analyst