Customer + Corporate Symposium Planning Meeting (Aug 12-13)

Join over 90 utility professionals to help select topics for the 2020 Customer + Corporate Symposium. You will get a chance to work with other energy companies and learn what they are doing to tackle the issues facing our industry. You will meet your team at the planning meeting and then work together to prioritize and select topics for the conference agenda. In the following weeks you will meet via conference call to identify the speakers and information you want to share at the conference. Throughout the process you will refine the session format that will best engage the audience and promote discussion.

General Details

  • Program Chair(s)
  • Neena Master, Director, Customer Contact Center, 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
    • Directors, Supervisors, Senior Managers and Leaders in the following areas:

      • Customer Service, Customer Contact, or Customer Insights
      • Billing, Credit or Collections
      • Human Resources
      • Talent and Leadership Development
      • Community Relations, Customer Engagement or Customer Communication
      • Information or Technology Services
      • Data/Market Analysis
      • Cybersecurity
      • Program/Product Managers
      • Shared Services or Continuous Improvement
      • Service Company Providers

      Time and Travel Commitment

      • Attend Customer + Corporate Symposium Planning meeting in Portland, OR, August 12-13, 2019.
      • Attendance at Customer + Corporate Symposium on March 9-11, 2020 in Portland, OR.
      • Active participation in planning sessions (regularly scheduled conference calls August-February).
      • Working between planning calls to coordinate with speakers and other team members as needed.
      • May also require submitting written content for use on WEI website and other collateral.
  • 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.


Monday, August 12, 2019

5:30 PM - 7:00 PM

Welcome Reception

Join us on the Hilton Portland Downtown's 23rd Floor – Skyline Level to meet fellow Planning Development Team (PDT) members and WEI staff.

Tuesday, August 13, 2019

7:00 AM - 8:00 AM


Continental breakfast provided in the Hilton Portland Downtown's 23rd Floor – Skyline Level.

8:00 AM - 9:00 AM

Welcome and Introductions

Annual theme and team-building exercise in Skyline II (23rd Level).

9:00 AM - 11:00 AM

Planning by Track

Corporate Services Tracks

  • 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, 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.

11:00 AM - 12:00 PM

Planning Combined Sessions

12:00 PM - 1:00 PM


Skyline I (23rd Floor).

1:00 PM - 2:30 PM

Planning (continued)

2:30 PM - 2:45 PM


2:45 PM - 3:30 PM

Track Chair Report Out and Review Draft Conference Design

Skyline II (23rd Level).

3:30 PM - 4:00 PM

Assess Needs, Next Steps, and Wrap Up

Hotel + Travel

  • Reservation Instructions
  • Please contact the hotel directly at (503) 553-7000 to reserve your room. Identify yourself as being with the WEI Customer + Corporate Planning Meeting to receive a special rate of $229 USD/night. This rate is guaranteed until July 29, 2019 or until the WEI room block is full.

    **Please note: While guestrooms are located at the Duniway Hotel, the reception and meeting are to be held at the Hilton Portland Downtown located just across the street at 921 SW Sixth Ave.