Aug

10-13

Customer + Corporate Symposium Planning Meeting – Virtual (Aug 10-13)

Join over 100 of your utility peers to help select topics for the 2021 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 virtual planning meeting and work together to prioritize and select topics for the 2021 agenda. In the following months, you will continue to meet virtually to identify the speakers and content you want to share at the conference. Throughout the process, you will refine the session titles and format to best engage the audience and promote discussion on-site.

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General Details

Program Chairs
Alex Kim, Director of Customer Programs, San Diego Gas & Electric
Kim Wagie, Director, Digital Transformation, Arizona Public Service Company

Program Location
No travel required. All agenda times are in Pacific time.
Instructions to access the virtual event will be provided before the program.

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 and Market Analysis
• Innovation
• Program/Product Managers
• Risk Management
• Shared Services or Continuous Improvement
• Service Company Providers

Time and Travel Commitment
• Attend the virtual Customer + Corporate Symposium Planning meeting for your track. It will be scheduled during the week of August 10 or the week of August 17, 2020 from 10:00 AM – 3:00 PM Pacific Daylight Time. Stayed tuned for the confirmed planning schedule.
• Attend the 2021 Customer + Corporate Symposium on March 8 – 10, 2021 at the Hyatt Regency La Jolla in San Diego, California.
• Active participation in developing your topic and session (periodic conference calls from September 2020 – February 2021).
• Coordinate with speakers and other team members as needed.
• Responsibilities may also include submitting written content for use on the WEI website and other collateral, and on-site facilitation at the Symposium.

Registration Options
Member: Free
Registration includes full access to the virtual planning kick-off meeting and Program Development Team roster, as well as on-going planning calls throughout August 2020 – March 2021.

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. Recording is not permitted for any portion of the event.

For more information contact Amy Nye, Program Manager at (503) 688-2794.

Agenda

Thank you to our meeting sponsors!

Virtual Meeting Schedule
Meetings will be scheduled from 9:30 AM to 3:00 PM (Pacific). Each track will meet separately on the following dates to begin the planning for the 2021 Customer + Corporate Symposium.

Tuesday, August 11:
Customer Contact Transformation
Data-Driven Insights
Emerging Threats + Risk Management
Innovation + Business Agility

Thursday, August 13:
Facing Customer Disruptors
Our Customers + Community
Insights That Drive Customer Value
Our People

Track Details

Corporate Services Tracks

Data-Driven Insights

Description: 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.

Target Audience: Professionals responsible for Data Analysis; Predictive Analytics; Data Strategy; Data Governance; Business Planning + Development; or Data Asset Management.

Emerging Threats + Risk Management

Description: 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.

Target Audience: Professionals responsible for Business Continuity; Enterprise Risk Management; Information Technology; Cybersecurity; Compliance; Finance; Contract Management; Data Security + Privacy; or Internal Auditing.

Innovation + Business Agility

Description: How can utilities be more proactive in embracing change and chasing innovation? 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.

Target Audience: Professionals responsible for Process Improvement; Project Management; Implementing Strategic Initiatives; Information Technology; Robotic Process Automation; Artificial Intelligence; Digitalization; Innovation; Change Management; Enterprise Resource Planning; or Business Development.

Our People

Description: Like most industries, utilities face core challenges to recruit, retain, develop, and train their employees. This track will bring together employee development and training experts, HR leaders, and other professionals to share best practices, present case studies on current issues affecting the workplace culture, and preparing the utility workforce for future challenges and opportunities.

Target Audience: Professionals responsible for Talent Acquisition + Management; Human Resources; Diversity, Equity, and Inclusion; Change Management; Training + Apprenticeships; Organizational + Workforce Development; Total Rewards + Compensation; or Succession Planning.

Customer Connections Tracks

Customer Contact Transformation

Description: 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.

Target Audience: Professionals responsible for Customer Contact Centers; Customer Care; Billing + Payment Centers; Customer Quality Assurance; Customer Workforce Training + Development; Field Customer Services; or Customer Operations.

Facing Customer Disruptors

Description: 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.

Target Audience: Professionals responsible for Strategic Planning + Initiatives; New Products + Services; Research + Development; External Partnerships; Business Development; Consulting; or Program + Project Management.

Insights That Drive Customer Value

Description: 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.

Target Audience: Professionals responsible for Customer Analytics; Customer Data; Market Research + Analysis; Service + Product Development; Customer Solutions; or Customer Care.

Our Customers + Community

Description: A utility’s brand and communication must meet the ongoing needs and desires of their customers and community. 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 across a variety of outlets, utilizing technology to maximize their message, and informing their customers through community outreach and education.

Target Audience: Professionals responsible for Social Media; Public Relations; Public Affairs; Brand Consulting + Development; External Communications; Advertising; Digital Content + Marketing; Customer + Stakeholder Relations; or Community Outreach + Education.