Mar

08-10

Customer + Corporate Symposium (Mar 08-10)

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; business intelligence; emerging technology; products and services; communications; and community relations. This program is an excellent professional development and organizational team-building opportunity. Vendors are encouraged to display.

General Details

Program Co-Chairs
Brad Markus, General Manager, Customer Service, Community Relations & NGV’s, Questar Gas
Minden Beach, Senior Manager, Leadership Development, Pacific Gas and Electric Company

Program Location
The Westin San Diego
400 West Broadway
San Diego, CA 92101

Who Should Attend
• Corporate and customer service senior management
• Customer experience and channel managers
• Service center managers
• Customer program managers
• Corporate communication professionals
• Community outreach and public relations professionals
• Human resources professionals
• IT and technology professionals
• Data analytics professionals
• Service company providers

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.

For more information contact Christopher Lee at 971.255.4967.

Registration Options
Conference Registration Member: $749 USD (speakers and delegates)
Conference Registration Regular: $1,699 USD
Conference Registration + Vendor Display Member: $1,148 USD
Conference Registration + Vendor Display Regular: $3,048 USD
Member Vendor Only: $599 USD
Regular Vendor Only: $1549 USD
+ Vendor Assistant for $299 USD
+ Guest Pass for $125 USD

Prices increase $200 for the Conference Registration + Vendor Display option and $100 for all other registration options after February 8, 2017. Conference registration includes comprehensive meeting materials, all sessions and all food events.

Vendor Only registration includes registrant as the main vendor display representative, a skirted table in the display area, and Thursday food events (breakfast, lunch, evening reception). Conference attendance is not included. If you would like to attend the entire Symposium, choose the combined Conference Registration + Vendor Display option.

Additional vendor assistants may be registered once the main Vendor Registration is complete and include vendor area access and vendor associated food functions.

A Guest Pass added to a conference registration allows a delegate to bring a guest to the welcome reception and vendor receptions only.

Agenda

Wednesday, March 8

1:30 PM – 4:45 PM
Optional Networking Activities
Downtown + Little Italy Walking Food Tour – Sponsored by:

USS Midway Museum Tour

5:00 PM – 5:30 PM
New Attendee Meetup
If this is your first time attending a WEI event show up early to meet experienced WEI veterans and fellow first timers. Welcome!

5:30 PM – 7:00 PM
Welcome Reception
Sponsored by:

Thursday, March 9

7:30 AM – 8:30 AM
Registration + Breakfast
Registration sponsored by:
ActiveTelesource-01
Breakfast sponsored by:
Propeller_Logo_Gold_PDXSFO-URL
8:30 AM – 10:00 AM
Keynote: Ignite Brilliance in Customer Leadership

Speaker: AmyK
Description: AmyK will transform your perspective on what great leaders do to build winning teams and brilliant companies. AmyK focuses exclusively on the critical thinking skills and behaviors required for brilliant leadership, innovation and self-actualization. Clients include Dematic, John Paul Mitchell Systems, Wells Fargo, Walmart, Digitech Systems, IBM, FMI, interRel, Herman Miller, Assisted Living Federation of America and many more.

AmyK’s Favorite Adage: Change your thinking. Change your behavior. Change your Results.®

10:00 AM – 10:30 AM
Break with Vendor Displays

10:30 AM – 11:45 AM
Track Breakout Sessions
Customer Insights – Conducting Customer Research with Confidence
Creating a Customer Centered Workforce – “You had me at Hello” Building a Culture of Employee Driven Customer Experience
Community Engagement + Branding – Strategic Planning through Stakeholder Engagement
Emerging Products + Services – Can Energy Efficiency be a Revenue Source?
Data, Technology + Innovation – The Hitchhiker’s Guide to the Dataverse: What to do with all that Data
Our People – Evolving Our Culture: Stories of Success
Operational Excellence for Shared Services – Culture of Communication and Engagement at All Levels

11:45 AM – 1:00 PM
Lunch with Vendor Displays
PDT Recognition and Vendor Showcase

1:00 PM – 2:15 PM
Track Breakout Sessions
Customer Insights
– Be Where the Customers Are, Not Where You Expect Them to Be
Creating a Customer Centered Workforce – Enhancing the Customer Experience by Recognizing the “Hallmark Moments”
Community Engagement + Branding – Engaging Customers to Define, Build and Champion Your Brand
Emerging Products + Services – Alternate Fuel Transportation: What’s in it for utilities?
Data, Technology + Innovation – The Conservative Utility’s Road Map to Innovation
Our People – Optimizing Talent: From Centennials to Traditionalists
Operational Excellence for Shared Services – Cost Savings Through Efficiency and Stewardship

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

2:45 PM – 4:00 PM
Track Breakout Sessions
Customer Insights – Mastering Basic Processes
Creating a Customer Centered Workforce – “On the Same Page” – Bridging the Gap Between Call Center + Operations
Community Engagement + Branding – Connecting with Your Community Through Storytelling
Emerging Products + Services – Improving Customer Experience Through Predictive Technologies
Data, Technology + Innovation – Refueling the Utility Future
Our People – Doing More with Less Through Better Prioritization: Practical Tips
Operational Excellence for Shared Services – Information Strategy Focused on Metrics and Standardized Reporting

4:00 PM – 4:15 PM
Break

4:15 PM – 5:15 PM
Building off the Traditional Utility Model to Become a Utility of the Future
Speaker: Michael M. Schneider, Vice President, Operations Support and Sustainability, and Chief Environmental Officer, San Diego Gas & Electric Company and Southern California Gas Company.
With over 30 years of utility experience, Michael M. Schneider will share his vision for the future of the industry and connect it with current challenges being faced in customer and corporate services. He will address San Diego Gas & Electric’s efforts to expand its business model away from the traditional utility framework by developing its transportation business and enabling the emergence of a new robust market. Michael will also lead us through Southern California Gas Company’s journey to promote self-service and automation as a means to enhance the customer experience and take step towards becoming a utility of the future.

5:15 PM – 7:00 PM
Reception with Vendor Displays
Sponsored by:
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Friday, March 10

7:15 AM – 8:00 AM
Breakfast

8:00 AM – 9:00 AM
Utility Executive Panel: Leadership and Workforce Skills in an Evolving Industry
Panelists: Dave Hutchens, President and Chief Executive Officer, UNS Energy Corp.
Colleen Larkin Bell, Vice President and General Manager, Dominion Questar Corporation
Jim Baggs, Customer Service, Communications and Regulatory Affairs Officer, Seattle City Light
Anne Mersereau, VP, Human Resources, Diversity & Inclusion, Portland General Electric
Come listen to a dynamic panel of utility Executives up on the main stage as they address this year’s theme of “Transforming the Utility Industry, Finding Value in Customer-Focused Opportunities.” 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.

9:00 AM – 9:15 AM
Break

9:15 AM – 10:30 AM
Track Breakout Sessions
Customer Insights
– Enhance your Customer Experience through Data Analytics
Creating a Customer Centered Workforce
– Focusing on the Customer Experience without Traditional Metrics
Community Engagement + Branding
– Back to Basics: Remaining the Neighborhood Utility
Emerging Products + Services
– Serving Today’s Customers Takes More than a Phone Call
Our People; Data, Technology + Innovation
– Workplace of the Future: 2022 – A Workplace Odyssey
Operational Excellence for Shared Services
– Corrective Action Program and Improvement Strategies

10:30 AM – 11:00 AM
Break with Snacks

11:00 AM – 12:15 PM
Combined Sessions
Customer Insights; Creating a Customer Centered Workforce
– Stuck on You: Preparation for the Call Center of the Future
Community Engagement + Branding; Emerging Products + Services – Product + Service Design from a Customer Perspective
Data, Technology + Innovation – SaaS and Cloud: The Need for Speed
Our People; Operational Excellence for Shared Services – Empowering Change: Delivering Transformation from Within

12:15 PM – 12:15 PM
Conference Adjourns

12:15 PM – 1:15 PM
2017 Wrap Up Meeting
Open to all attendees, PDT encouraged to attend.

Networking

Wednesday, March 8, 2017

Downtown + Little Italy Walking Food Tour
1:30 PM – 4:45 PM (approximately)
Cost: Free – sign up during registration, space is limited.
Sponsored by:

Join us for a leisurely walk and delicious food in San Diego’s Downtown and Little Italy Neighborhoods. During your stroll, your tour guide will share juicy tidbits and interesting scoops about Downtown San Diego, like the original Red Light District and the gambling halls that used to reside in the present day area. As you enjoy a peaceful walk down Broadway Ave, learn about celebrities & politicians who once graced the area and one of Downtown’s oldest hotels, the U.S. Grant. As you make your way into the final part of the tour within Little Italy, your guide will detail how this small fishing village eventually established San Diego as the “Tuna Capital” of the west coast. You’ll be sampling bites from some of the best restaurants in America’s Finest City including Mexiterranean from the area’s most popular Chef, the locals’ favorite rustic-Italian spot, and finish the afternoon off with a Nutella-inspired dessert.

The group will meet in the lobby of the Westin San Diego at 1:30 PM to commence the walking food tour. Group will return to the hotel on foot by 4:45 PM.

USS Midway Museum Tour
1:45 PM – 4:00 PM (approximately)
Cost: $30 USD – sign up during registration

Imagine experiencing life at sea aboard one of America’s longest-serving aircraft carriers. Visitors to the USS Midway Museum enter a floating city at sea and walk in the footsteps of 225,000 Midway sailors. Upon boarding the carrier attendees will participate in a private docent-led tour. Following the tour, you can spend the rest of the afternoon exploring more than 60 exhibits with a collection of 29 restored aircraft at your own pace. Exhibits range from the crew’s sleeping quarters to a massive galley, engine room, the ship’s jail, officer’s country, post office, machine shops, and pilots’ ready rooms, as well as primary flight control and the bridge high in the island over the flight deck.

The group will meet in the lobby of the Westin San Diego at 1:45 PM and walk together to the USS Midway for the private docent-led tour starting at 2:00 PM. Following the hour-long group tour, participants can continue touring the remaining parts of the carrier or return to the hotel with WEI staff.

Hotel + Travel

The Westin San Diego
400 West Broadway
San Diego, California 92101
Phone: 619.239.4500

Please contact the hotel online or call them directly at 619.239.4500 to reserve your room. Identify yourself as being with the WEI Customer + Corporate Symposium to receive a special rate of $209/night. This rate is guaranteed until February 8, 2017 or until the WEI room block is full.

Vendor Displays

Registration Options
Conference Registration + Vendor Display Member: $1,148
Conference Registration + Vendor Display Regular: $3,048
Member Vendor Only: $599
Regular Vendor Only: $1549
+ Vendor Assistant for $299
+ Guest Pass for $125

Prices increase $200 for the Conference Registration + Vendor Display option and $100 for all other registration options after February 8, 2017. Conference registration includes comprehensive meeting materials, all sessions and all food events.

Vendor Only registration includes registrant as the main vendor display representative, a skirted table in the display area, and Thursday food events (breakfast, lunch, evening reception). Conference attendance is not included. If you would like to attend the entire Symposium, choose the combined Conference Registration + Vendor Display option.

Additional vendor assistants may be registered once the main Vendor Registration is complete and include vendor area access and vendor associated food functions.

A Guest Pass added to a conference registration allows a delegate to bring a guest to the welcome reception and vendor receptions only.

Vendor Display Schedule
Thursday, March 9
7:00 AM – 10:00 AM: Check-in & Set-up
10:00 AM – 10:30 AM: Break with Vendor Displays
11:45 AM – 1:00 PM: Lunch with Vendor Displays
12:30 PM Vendor Showcase
2:15 PM – 2:45 PM: Break with Vendor Displays
5:15 PM – 7:00 PM: Reception with Vendor Displays
7:00 PM – 9:00 PM: Tear Down

Shipping Instructions
All packages sent to the hotel must include the name of the group, the date of the program and the number of items. Due to limited space, the hotel cannot accept packages more than 48 hours prior to the beginning to the conference date. Handling charges will apply. The hotel has no liability for the delivery, security or condition of the packages.

Program Sponsors

Platinum Members:
Aclara-01-01Booz-01Burns + McDonnell-01Copperleaf-01Henkels + McCoy-01Honeywell-01Itron-01-01KPMG-01KS Energy Services-01Landis+Gyr-01Mosaic-01-01NPL-01Picarro-01Potelco-01PWC-01Rokstad-01-01SAP-01Sheffield-01Siemens-01TDW-03-01Tendril-01
Gold Members:
ActiveTelesource-01Esource-01Energy Care-01IBM-01Intel-01Nexant-01Ricoh-01Towers Watson-01vertexone logo w-tagline NEW