CS Week 2017 Workshops at a Glance

Analytics
Billing & Payments
Contact Center
Credit and Collections
Digital Customer Engagement Field Customer Service
Strategies and Management Water Focus
Canadian Focus
Expanding Excellence Awards Sponsor Solutions
A Tale of Two Utilities (Electric and Water) and One Cloud CIS Template | 203 C
Wednesday, 1:45 pm - 2:45 pm
Deepening Predictive Customer Engagement & Preferences with Advanced Analytics | 202 C
Transforming the Customer Experience from Billing to Payment | 201 C
Power Up Your Utility and Customers Through Social Media | 202 A
Digital Transformation: Enabling the Customer Experience Through 4 C’s | 202 B
Customer-Centric Programming Through Community Collaboration | 201 B
Security Awareness for Everyone! | 201 A Best CIS Implementation | 203 A
The Mobile Shift: How to Proactively Deliver a Better Customer Experience | 203 B
How Innovation Drives CIS Success | 203 C
Wednesday, 3:00 pm - 4:30 pm
Innovative Strategies for Meeting Paperless Adoption Goals | 201 C
Improving the Customer Experience Through Root Cause Analysis Methodology | 202 A
Leveraging Social Media for Low Income and Millennial Outreach | 202 B
Field Service Training Strategies | 202 D
Strategies to Extend Your Existing CIS | 201 A
Best Practices in CIS Implementation | 202 C
Innovation in People & Process | 203 A
Improving Customer Service Through Digital Customer Engagement & Smart Analytics | 203 B
What They Really Want: Understanding and Serving Today’s Utility Customer | 203 C
Building the Transformational Platform for the Utility of the Future | 201 B
WORKSHOPS AT*A*GLANCE
Wednesday, 9:30 am - 10:30 am
Extracting Big Value from ‘Small’ Data | 202 C
The Evolution of the Predictive Technology | 202 A
The Impact of IoT on Future of Utility Customer Systems: What is New for 2017 and Beyond | 202 B
Non-Residential Risk Assessment | 201 B
Drones: A New Tool for the Field | 202 D
Best Mobility Implementation | 203 A
Innovation in Digital Customer Engagement | 201 C
Cloud Success: 5 Ways to Optimize Your Cloud Strategy | 203 B
Lessons Learned in Washington Gas’ CIS Transformation | 203 C
Wednesday, 10:45 am - 11:45 am
Survival in an Environment of Mandated Conservation | 202 C
Empowering Service Agents to Delight Our Customers | 201 C
Linking Annual Appraisals to Everyday Call Center Performance | 202 A
Viva Las Video: Is Video the New “King” of Social Content? | 202 B
All Hands on Deck – A Deep Dive Into the Collection Processes That Yield Extraordinary Results | 201 B
Developing Strategic Outage Communications: Best Practices and Lessons Learned | 202 D
Strategies for Electric Vehicles | 201 A
Best Analytics Project | 203 A
Connecting Business Goals and Technology Solutions | 203 B
List current at time of printing
Continued


Analytics
Billing & Payments
Contact Center
Credit and Collections
Digital Customer Engagement Field Customer Service
Strategies and Management Water Focus
Canadian Focus
Expanding Excellence Awards Sponsor Solutions
Customer Engagement – A New Digital Ecosystem for Low-Income Programs and Recipients | 203 B
Adapting to Responsive Design is Easy as 1, 2, 3! | 203 C
Thursday, 2:30 pm – 3:30 pm
Picking the High-Hanging Fruit: Leveraging Customer Intelligence for E ective Engagement | 202 C
Exploring Business Enhancements Associated with a New MDM | 201 C
The Unprecedented Challenge: Leading and Servicing Diverse Generations | 202 A
Enhancing Customer Relationships with Proactive High Bill Alerts | 202 B
Reducing Risk Utilizing Internal & External Credit Scoring Processes | 201 B
Customer Experience Roadmap – From Strategy to Boots on the Ground! | 201 A
Engaging with Customers and Choosing the Right SAP Solutions | 203 C
Thursday, 3:45 pm – 5:00 pm
Improving Back O ce and Field Utilization Through Analytics | 202 C
The Power of Engaging Customers in Redesigning Your Bill | 201 C
Care Center: The Next Generation | 202 A
Utilities United Against Scammers – A Year into the Fight | 201 B
GPS Enabled Workforce Improving Productivity and Safety | 202 D
Leveraging Your New CIS | 201 A
Robotic Automation, AI and Mobile Commerce – Why Should a Utility Care? | 203 A
The Importance of Governance and Stakeholder Management in Transformational Projects | 203 B
Friday, 8:15 am - 9:15 am
360 Degree Analytics for Improved Customer Service | 202 C
Reducing Fraud & Improving Collections with an E ective Positive ID Program | 201 B
WORKSHOPS AT*A*GLANCE
Thursday, 9:15 am – 10:15 am
Payment Processing Redesign | 201 C
The IVR Reinvented: Proven Designs for Maximum Customer Containment Rates | 202 A
Delivering the Customer Experience in an Omni- Channel World | 202 B
Initiating Collections Post CIS Go-Live | 201 B
Mobile Work Management: Real-Time Bene ts | 202 D
Energy Storage Case Study: Scores A+ | 201 A
Putting the Right Tool on the Fingertips of Your Call Center Reps | 203 A
Digital Engagement: From a New Tool to a Necessity in Under 2 Years | 203 B
Making Cash Convenient Again | 203 C
Thursday, 10:30 am – 11:30 am
MDM and Analytics: Solutions in the Age of IoT | 202 C
Secure Email Delivery for Paperless Billing | 201 C
Improve the Customer Experience with Journey Mapping | 202 A
Building a Digital Strategy and Roadmap | 202 B
Hidden Trea$ure$: Identifying and Billing Unbilled Revenues | 201 B
Ensuring Customer Safety in Times of Natural Disaster | 202 D
The Customer Satisfaction Journey – It Takes a Village | 201 A
Designing the Customer Experience of the Future: Leveraging Connected Devices | 203 A
List current at time of printing