Tools to Enhance Operational Performance

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.

This track is sponsored by:

Meet the Program Development Team for this track. Learn more about the Customer + Corporate Symposium.

Thursday, March 2, 2023

11:00 AM – 12:15 PM
Driving Transformation Change with an Operations Workforce
Moderator: Ben Eisenberg, Director, Transformation Delivery, KPMG LLP
Panelists: Katy Liddell, Senior Director, Organizational Change Management, Liberty Utilities
Tanya Tetzlaff, Strategic Change & Transformation Manager, FortisAlberta Inc.
Grant Jenman, Director, Energy Solutions, KPMG LLP
As the pace and volume of change utilities are facing only continues to increase, the need to drive this level of transformation in an intentional and effective way does as well. An operations workforce presents additional challenges and complexities to provide effective change management to these critical positions. Join us for a panel exploration with leaders on the front lines sharing lessons learned of what worked and what didn’t in supporting their operations workforce through a variety of changes (process and organizational, return to office and ways of working, and system-driven).

3:15 PM – 4:30 PM
Operationalizing Your Strategy: The Value of Aligning Performance Goals and Metrics with Organizational Goals, Missions and Values
Moderator: Greg Guthridge, Partner, Global Customer Transformation Lead, Energy & Resources Consulting, Ernst and Young LLP
Speakers: Allegra Hodges, Strategic Integration Manager, Portland General Electric
Don Widjaja, VP of Customer Solutions, Southern California Gas Company
Michelle Cathcart, VP Transmission System Operations, Bonneville Power Administration
Sondra Kiss, Managing Partner, Kissinger Group
Workshop focused on aligning performance measures and metrics with organizational goals and strategic vision and the benefits this alignment brings. A diverse panel will share successes and challenges encountered at their respective companies and lead an engaging Q&A with the audience on different perspectives and experiences.

Friday, March 3, 2023

11:00 AM – 12:15 PM
Customer Payments: Choosing Which Options Are Right Among a Rapidly Evolving Landscape
Speaker: Anders Ness, Sr. Business Development & Strategy Consultant, ACI Worldwide
As with many things, one size doesn’t fit all when it consumer’s payment preferences and consumers regularly change how they pay their bills from month to month. In this session, we will discuss strategies for offering new forms of payments and how it impacts the customer experience, while keeping costs down. We will discuss the different payment tools available in the market and the appropriate times to deploy them to your customer base.