Mar

01-03

Customer + Corporate Symposium (Mar 01-03)

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 business systems; innovation; risk management; and change management. This program is an excellent professional development and organizational team-building opportunity.

Register Now

General Details

Program Chair(s)
Wilhelmina Proby, Customer Contact Center Manager, NW Natural
Lori Nice, Deputy Chief Administrative Officer, Acting, Bonneville Power Administration

Program Location
Hilton Portland Downtown
921 SW 6th Ave, Portland, OR 97204

Who Should Attend
• Corporate and customer service managers
• Customer experience and engagement managers
• Market researchers and product managers
• Service center managers
• Internal and external communication professionals
• Community outreach and education professionals
• Human resources and workforce development professionals
• IT, innovation, and automation professionals
• Data analysts, scientists, and governance professionals
• Enterprise risk managers
• Compliance analysts
• Vendors and service company providers

Registration Options
Member: $849 USD
Regular: $1,799 USD

Registration prices increase $150 after February 7, 2023. Registration includes full conference access and digital program materials through the app. Guest tickets are available for $99 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.

For vendor registration information, please see the Vendor Display tab.

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 Amy Nye, Program Director at (971) 303-2119.

Agenda

Wednesday, March 1, 2023

10:00 AM – 2:00 PM
Optional Networking Activities

1:00 PM – 7:00 PM
Registration Desk
The registration desk will open early in the Grand Ballroom Foyer for attendees to pick up their name badge. Registration and lanyards sponsored by:

2:00 PM – 4:00 PM
Vendor Displays Open
Be the first to visit the vendor displays!

3:00 PM – 3:45 PM
New Attendee + Program Development Team Meetup
We want you to get the most out of your experience at the Symposium. If this is your first time attending, join the Program Development Team and other new attendees to make connections through networking and icebreaker activities.

4:15 PM – 4:30 PM
Welcome to the 2023 Customer + Corporate Symposium
The Symposium Co-Chairs will welcome us to Portland, Oregon.

4:30 PM – 5:30 PM
Embracing Change Using the Improv Mindset
Facilitators: Beau Brousseau, Lead Facilitator, On Your Feet
Kristen Schier, Facilitator, On Your Feet
Mariah Muñoz, Lead Facilitator, On Your Feet
In a time of transition and uncertainty, teams and individuals, more than ever, need to be great collaborators & communicators to make good decisions. The Improv Mindset helps you Let Go of what’s not important, Notice More around you, and Use Everything in effective ways. Learn the most widely useful mindset for work and life, inspired by how improv performers act on stage, supported with behavioral science. In this keynote you will be learning by doing — connecting with others in the room through interactive experiences. On Your Feet is a collision of business, art, and science that designs and delivers interactive experiences for the world’s most innovative brands. Their mission is to bring more joy, less fear, and better results to trainings, meetings, culture, and conferences.

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

Thursday, March 2, 2023

7:00 AM – 8:00 AM
Networking Breakfast

8:00 AM – 9:00 AM
What’s Going Well? The Question that Changes Everything

Speaker: Greg Bell, GregBell Consulting, Inc.
Based on his popular book, What’s Going Well?, Greg Bell takes attendees on a journey to the frontiers of neuroscience and positive psychology and reveals engaging activities that change our physical wiring for the better. Through this entertaining and interactive session, Greg shows how consistently focusing on the good in our lives can positively impact our mindset, success, and overall well-being, and he shares how to start building the habit here and now.

Through this presentation and practicing the What’s Going Well mindset, attendees will:
• Build a positive work culture and relationships
• Inspire others
• Improve productivity
• Experience better health and well-being
• Generally have a better perspective

9:00 AM – 9:30 AM
Networking Break with Vendors

9:30 AM – 10:45 AM
Concurrent Breakout Sessions
Breakthrough Innovation
Corporate Resilience
Customer Contact Workforce
Digital Strategies + Customer Analytics

10:45 AM – 11:00 AM
Networking Break

11:00 AM – 12:15 PM
Concurrent Breakout Sessions
Affordability + Payment Support
ESG Communication + Decarbonization
Our People, Our Culture
Tools to Enhance Operational Performance

12:15 PM – 1:30 PM
Networking Lunch + Vendor Showcase

12:30 PM – 1:30 PM
Break with Therapy Dogs
After lunch, take a break with therapy dogs from Portland Area Canine Therapy Teams (PACTT) from DoveLewis. Research shows that the power of the human-animal bond can lower stress and help improve health. Therapy animals offer acceptance, affection, physical and mental support, and plenty of hugs from a gentle furry friend.

1:30 PM – 2:45 PM
Concurrent Breakout Sessions
Breakthrough Innovation
Corporate Resilience
Customer Contact Workforce
Digital Strategies + Customer Analytics

2:45 PM – 3:15 PM
Networking Break with Vendors

3:15 PM – 4:30 PM
Concurrent Breakout Sessions
Affordability + Payment Support
ESG Communication + Decarbonization
Our People, Our Culture
Tools to Enhance Operational Performance

4:30 PM – 6:00 PM
Reception with Vendors

Friday, March 3, 2023

7:00 AM – 8:00 AM
Networking Breakfast + Program Development Team Recognition
Join us for breakfast as we honor the 100+ energy professionals from WEI member utilities and service companies who made this event possible.

8:00 AM – 9:00 AM
Utility Executive Panel
Panelist: John Hairston, Administrator and CEO, Bonneville Power Administration
Hear from a dynamic panel of utility executives on the challenges and opportunities they face with the changing landscape of the energy industry. Take the opportunity to interact by submitting your own questions.

9:00 AM – 9:30 AM
Networking Break

9:30 AM – 10:45 AM
Concurrent Breakout Sessions
Breakthrough Innovation
Corporate Resilience
Customer Contact Workforce
Digital Strategies + Customer Analytics

10:45 AM – 11:00 AM
Networking Break

11:00 AM – 12:15 PM
Concurrent Breakout Sessions
Affordability + Payment Support
ESG Communication + Decarbonization
Our People, Our Culture
Tools to Enhance Operational Performance

12:30 PM – 1:00 PM
Wrap Up Meeting
You’re invited to participate in the wrap-up as we set the stage for the 2024 Symposium. This session is open to all Customer + Corporate Symposium participants who are interested in joining the planning teams or want to provide feedback on their experience. Light refreshments will be provided.

Hotel + Travel

Hilton Portland Downtown
921 SW 6th Ave
Portland, Oregon 97204
Phone: (503) 226-1611

Reservation Instructions
Please contact the hotel directly at (503) 226-1611 to reserve your room or online. Identify yourself as being with Western Energy Institute (WEI) to receive a special rate of $175 USD/night. This rate is guaranteed until February 7, 2023 or until the WEI room block is full.

Vendor Displays

Registration Options
Member Attendee + Vendor Display Member: $1,248 USD
Regular Attendee + Vendor Display Non-Member: $2,298 USD

Registration prices for the Attendee + Vendor Display options increase $250 after February 7, 2023. Registration includes full conference access, digital program materials through the app, and includes you as the main Vendor Display Representative with one skirted table in the display area. Arrangements for power, audiovisual equipment, or other supplies may be made by calling the Portland Hilton Downtown directly at (503) 226-1611.

Vendor Display Assistant tickets are available for $399 and are available for companies who have already purchased a full vendor registration and would like to add an additional vendor representative for their display table. This registration ONLY includes vendor display access. Registration price for the Vendor Display Assistant increases $100 after February 7, 2023.

Vendor Display Schedule
Wednesday, March 1, 2023

11:00 AM – 2:00 PM: Vendor Check-in and Setup
2:00 PM – 4:00 PM: Vendor Displays Open

Thursday, March 2, 2023

9:00 AM – 9:30 AM: Networking Break with Vendors
12:15 PM – 1:30 PM: Networking Lunch + Vendor Showcase
2:45 PM – 3:15 PM: Networking Break with Vendors
4:30 PM – 6:00 PM: Networking Reception with Vendors
6:00 PM – 7:00 PM: Teardown

Tracks

CORPORATE SERVICES TRACKS

Breakthrough Innovation

Description: How can utilities be more proactive and effective in embracing a path towards innovation and transformation? This track will focus on new and exciting advancements in technology, digitalization, process improvement, data-driven insights, and how to implement practices that foster innovation and collaboration across all levels of the organization.
Target Audience: Professionals responsible for Innovation; Information Technology; Data Strategy + Analytics; Data Visualization; Robotic Process Automation; Artificial Intelligence; or Digital Transformation.

Corporate Resilience

Description: Utilities find themselves facing a wide variety of challenges and risks – from disaster recovery, supply chain disruptions, economic instability, cyber threats and attacks, and climate change. What makes a company resilient is its ability to adapt and respond to these threats while maintaining a successful business model. This track will focus on how utilities measure the likelihood, impact, and velocity of emerging risks across business units, and how to build and sustain corporate resiliency to prepare for the future.
Target Audience: Professionals responsible for Risk Management; Risk Mitigation; Cybersecurity; Compliance; Asset Management; Supply Chain; Data Security + Privacy; or Financial Planning + Strategy.

Tools to Enhance Operational Performance

Description: This track will explore how companies are using tools, processes, and communication to influence operational performance, measure success, and navigate change. Learn how investing in new systems and approaches can boost internal communication, workflows, productivity, efficiency, and ultimately improve the bottom line.
Target Audience: Professionals responsible for Corporate Performance Management; Business Continuity; Business Intelligence; Process Improvement; Business Development; Systems Integration; or Change Management.

Our People, Our Culture

Description: As an industry, we have an opportunity to shift our culture and change the way we view our daily work. This track focuses on how company culture has a direct impact on employee engagement and will explore the advantages and disadvantages of a remote or hybrid-work environment, creating a culture of inclusion, attracting a new generation of workers, and what it truly means to be an employer of choice.
Target Audience: Professionals responsible for Talent Acquisition + Management; Employee Resource Groups; Human Resources; Diversity, Equity, and Inclusion; Onboarding; Organizational + Workforce Development; or Benefits + Compensation.

CUSTOMER CONNECTIONS TRACKS

Affordability + Payment Support

Description: While customers continue to face financial impacts from the pandemic and rising inflation, connecting customers to the right resources is more important than ever. This track will explore best practices in payments and billing, affordable service and cost-saving programs, understanding and supporting low-income customers, crisis communication and assistance, and implementing programs and services that reflect the needs of the community.
Target Audience: Professionals responsible for Billing + Payment Centers; High Bills + Payment Plans; Credit Operations; Low Income Programs + Service Offerings; Community Outreach; or External Partnerships.

Customer Contact Workforce

Description: It’s time to reimagine the future of work and redefine the employee experience. With a focus on contact center management and customer-facing frontline employees, this track will explore how utilities are supporting and preparing their current and future customer workforce with new policies and approaches that address employee fatigue, engagement, retention, and the connection between employee experience and customer experience.
Target Audience: Professionals responsible for Customer Contact Centers; Customer Care; Customer Quality Assurance; Customer Workforce Training + Development; Field Customer Services; or Customer Operations.

Digital Strategies + Customer Analytics

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 managing channels and using data to proactively engage with their customers, anticipate needs, inform business decisions, and improve customer interactions.
Target Audience: Professionals responsible for Customer Analytics; Digital Strategy + Transformation; Customer Data; Market Research + Analysis; Application Development; Service + Product Development; or Customer Solutions.

ESG Communication + Decarbonization

Description: Companies are facing rising pressure to invest time and resources into environmental, social, and governance (ESG) reporting practices and to find new ways to communicate their decarbonization efforts while balancing the needs of their diverse stakeholders. This track will explore how companies are simplifying a complex message and telling their story through a variety of customer touchpoints and taking a customer-first approach to building strategic partnerships that leave a positive social impact.
Target Audience: Professionals responsible for Public Relations; Public Affairs; Energy Policy + Regulation; Sustainability; External Communications; Digital Content + Marketing; Customer + Stakeholder Relations; or Community Engagement + Education.

Program Sponsors

Platinum Sponsors
Black + Veatch-01Burns + McDonnell-01Copperleaf-01  HDR-01Henkels + McCoy-01Honeywell-01KPMG-01Rokstad-01-01SAP-01

Gold Sponsors
ActiveTelesource-01Acros-01 Barnard-01
     TDW-03-01Wilson Construction-01

Conference Services Sponsors

Onsite Safety + Health Info

Effective August 18, 2022, proof of vaccination status or results of a negative COVID-19 test will not be required for admittance into most WEI-hosted programs.

WEI continues to monitor all federal level CDC, Canadian government and public health agency recommendations, as well as local ordinances, as a policy baseline for in-person programs. We encourage all attendees to review the current guidelines related to isolation and precautions prior to traveling to a WEI event, as well as guidance for traveling to and from Canada, which may differ from guidance for traveling to or from the United States.

Some WEI-hosted programs may require proof of vaccination status, if essential for participation, in which case WEI will communicate this requirement in advance of the program start date.

Please refer to WEI’s Safety + Health Code of Conduct for other important considerations.

Meet The Speakers

Wilhelmina Proby

NW Natural

Customer Contact Center Manager

Lori Nice

Bonneville Power Administration

Deputy Chief Administrative Officer, Acting

John Hairston

Bonneville Power Administration

Administrator and CEO

Beau Brousseau

On Your Feet

Lead Facilitator
Learn More

Beau Brousseau, Lead Facilitator at On Your Feet and Partner at Bridge City Improv, which produces public & private improvised comedy shows and provides professional role-play actors to support in-house training programs.

Greg Bell

GregBell Consulting, Inc.

Learn More

More than just a motivational speaker, Greg Bell is a thought leader, business consultant, and leadership seminar trainer. His popular books—Water The Bamboo®: Unleashing The Potential Of Teams And Individuals and What’s Going Well? The Question That Changes Everything—have inspired an array of organizations, from Fortune 500 companies like Nike, Disney, ManpowerGroup, Kaiser Permanente and Comcast, to athletic teams like the Portland Trailblazers, Oregon Ducks Football, and the Gonzaga Bulldogs Basketball.
As an innovator and keen observer of highly successful leaders and teams, Greg has learned that the key to success is having the courage to use the skills you already have to achieve a result greater than you previously imagined.
Inspiring and energizing audiences with his engaging storytelling, Greg shares his knowledge with excitement and passion. His ability to masterfully blend insight and encouragement with just the right dose of reality makes him the consistently top-rated keynote speaker at major conferences. A Certified Speaking Professional (the highest earned designation from the National Speakers Association), Greg influences thousands of individuals and entrepreneurs each year with his innate ability to connect personally with audience members.
Greg holds political science and law degrees from the University of Oregon and currently serves on the UO Foundation Board of Trustees. He is also the force behind Coaches vs. Cancer – a campaign for the American Cancer Society that has raised over $100 million for cancer research. In addition to his corporate leadership experience, Bell is a TEDx Talk alum and serves on the advisory board for the Portland TEDx conference series.

Mariah Muñoz

On Your Feet

Lead Facilitator
Learn More

Mariah Muñoz, Lead Facilitator at On Your Feet. Artist, writer, and producer with a decade of experience in the corporate apparel & footwear industry. She is a powerhouse facilitator and educator who utilizes her background in theatrical improv to connect humans in a genuine and dynamic way.

Kristen Schier

On Your Feet

Facilitator
Learn More

Kristen Schier, Facilitator at On Your Feet. Actor and improviser with extensive improv teaching, directing, and performance experience. She holds a BFA in Performing Arts. She has toured all over the country teaching and performing at various festivals such as the Chicago Improv Festival, Vancouver International Improv Festival, Boom Chicago Comedy Festival in Amsterdam, and more.

Frank Lawson

Eugene Water & Electric Board

Chief Executive Officer and General Manager

Maria Pope

Portland General Electric

President and CEO