CS Week 2017 Program Guide

HOST UTILITY SPONSOR:
WITH INDUSTRY SPONSORS:
May 22-May 26
2017
TM
a CS Week Educational Venue


Practice Being Agile
Rod Litke
CEO
CS Week
A management concept used extensively by technology rms for at least 15 years is making in-roads at progressive utilities. It challenges “the way we’ve always done it” and introduces risk that utilities, from the boardroom to
the tailgate after a couple successful quick hits, passionately embrace. Airbnb and Uber, companies against which customers frequently compare their utility service experiences, use these concepts to break down barriers and simplify transactions. The concept is called agile computing, and the organizational changes it promotes are making customer service personnel act more like computer programmers.
Let me list the four core values of agile computing:
• “Individuals and interactions over processes and tools;
• Working software over comprehensive documentation;
• Customer collaboration over contract negotiation;
• Responding to change over following a plan.”1
Perhaps reading these values makes you re ect on your work unit’s last project implementation, or a competitor’s service/ product o erings or, on a personal level, your evolving work expectations. Updating tired service operations into customer-centric, responsive and adaptive ones are key drivers behind this concept A second enabling
technology, cloud computing, underscores,
the shift. In a recent The New York Times feature Quentin Hardy writes, “Now cloud computing – putting your data or software on the servers of a giant data center accessible through the internet – is having an outsize in uence. Cloud computing (a technology) and agile computing (a management concept) have proved to be a strong combination for creating and tweaking products faster than the competition.”
Enter CS Week and the 2017 Program you hold in your hands. This year’s venues, agendas, speakers and activities reinforce
the core values of agile computing. The mission and content behind the nine venues on the Program Guide cover emphasize service relationships, personalization and accomplishments. I use the agile computing analogy to sincerely invite you to CS Week 2017. There, you’ll nd so many opportunities to nibble at the edges or gorge on rich, robust content. “Agile is a mindset, a way of work that allows product creators to easily adjust to stakeholder and user needs. The Agile mindset was built on the need to foster innovation,
and to foster workplaces that support and promote innovation.”2 CS Week buttresses that mindset with its dual missions of education and networking.
Starting with Executive Summit and Key Account Forum, attendee engagement and strategic- thinking characterize these venues. Concurrently, CS Week College, where attendees are immersed in enterprise-wide, project-oriented courses convenes, while Synergy Groups, which this year feature ve vendor solution-oriented and nine business process-driven meetings, will queue up. ENGAGE311 and its adjacent EXPO311, located at the Hilton Fort Worth Hotel, are taking the former 311 Synergy Group to new levels of attendee and sponsor involvement. And that’s just Monday and Tuesday! All venues, including
the Exhibit Hall, our “Grand Central Station” with its receptions, lunches and meetings co-located with vendors ready to engage and respond, become incubators for discovering strategies and practices that work in today’s utility customer service world.
We are pleased to welcome back keynote speakers Michael Guyton, bringing a boots- on-the-ground perspective to large utility initiatives, and Chip R.Bell, with his humorous pearls of wisdom on customer engagement. Penni McLean-Conner moderates Friday’s General Session panel discussion, sharing the stage with several CCOs pro led in her recent book, Pro les in Excellence.
The Expanding Excellence Awards, one of
my favorite venues, showcase innovation and collaboration with presentations and videos. Then, our conference workshops o er dozens of options to hear colleagues and industry partners present customer experience lifecycle topics, ranging from basic to cutting-edge in complexity.
So practice being agile in Fort Worth. Reach out to a few attendees and get to know them individually. Discover software or apps that could enhance your customers’ experience. Be sure to ask attendees about situations where they ditched the original plan and responded spontaneously with Plan B. Who knows what quick hits you can achieve back at your utility by connecting with others in an agile way at CS Week? Join us ...it will be ‘So Worth It!’ I look forward to meeting or reconnecting with you.
1, 2 From www.scrumalliance.org Sponsored by:
2


Oncor Delivers as Host Utility
CS Week’s host utility for the Fort Worth conference is Oncor whose corporate motto is, “We Deliver.” Providing electric service in 402 cities across 91 counties to more than 10 million customers, Oncor has the largest distribution and transmission system in Texas. Like most large utilities, Oncor is progressive and industry-leading. Three of its major initiatives include:
• Installation of its advanced metering infrastructure,
• Operation of the award-winning Oncor MicroGrid, and
• Leveraging technology to signi cantly improve the customer experience.
As the host utility, look for Oncor to also deliver in the Exhibit Hall, at the General Session podium, as workshop presenters across multiple tracks and in major roles in all CS Week
venues, including Women in Utilities. They have lots of stories to tell, both accomplishments and challenges, many with which other utilities can relate. They are excited to welcome rst time
and veteran attendees to Fort Worth. Visit Oncor’s website and learn about their award-winning energy e ciency and renewables programs, their e ective and smart safety initiatives, and ways they engage in community outreach.
“Oncor is passionate about serving you, building and strengthening our relationships, and being a trusted advisor in your community and in the utility industry.”
From www.oncor.com
Fort Worth beautifully combines old with modern, vintage with cutting edge, country western with jazz, history with shopping, action-packed with laid back. Just like CS Week, there’s something for everyone, making it “So Worth It!”
Conference 41 in Fort Worth!“So Worth It!”
Fort Worth, Texas is the site for CS Week 41. Founded in 1849, this Army outpost overlooking the Trinity River has grown to become a modern and technologically-savvy part of the DFW Metroplex. Its nearly 850,000 residents know it as “Cowtown.” Twice a day, cowhands drive a herd of Texas Longhorns down brick-laid streets to the Fort Worth Stockyards. It’s quite a sight for visitors and pays homage to Old West nostalgia. But cattle isn’t the only attraction Fort Worth o ers:
• Check out the performance schedule at the renowned Bass Performance Hall;
• Meander world-class museums like the Kimbell, the Cowgirl Hall of Fame, the Amon Carter or the Modern Art;
• Stroll through the ever-blooming Botanic Garden or tranquil Water Gardens; • Visit Fort Worth’s top- ve zoo or follow its Ale Trail;
• Find your way to TCU - home of the Horned Frogs - and major sports venues
like Texas Motor Speedway, Texas Rangers’ ballpark and Dallas Cowboys’ stadium;
• Schedule time for the U.S. Bureau of Engraving and Printing Western Currency Facility where 60% of America’s paper money is printed or visit the Texas Civil War Museum which houses the largest private Civil War collection west of the Mississippi River.
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Monday - Wednesday May 22 - 24, 2017 Hilton Fort Worth Hotel
Monday, 7:30 am – 6:30 pm Tuesday, 7:30 am – 5:00 pm
Networking Reception at
National Cowgirl Museum
and Hall of Fame:
6:00 pm – 9:00 pm
Wednesday, 7:30 am – 5:00 pm
For complete schedule and session titles, see Pages 12-13.
Monday - Tuesday May 22 and 23, 2017
Vendor Solutions Monday, May 22, 2017
8:00 am - 5:00 pm
8:00 am - 3:30 pm
8:00 am - 3:30 pm
Business Processes
(+Oracle Utilities)* Tuesday, May 23, 2017 7:30 am – 3:00 pm
Monday, May 22, 2017
Registration/Breakfast
7:00 am – 8:30 am
Welcome, Introduction and Attendee Polling
8:15 am – 8:45 am
Session 1: Deep Dive
8:45 am – 9:45 am
Session 2: CS 2020 Trends
9:45 am – 10:15 am
Session 3: Rapid Fire Solutions
10:45 am – 11:45 am
Lunch
11:45 am – 12:45 pm
Session 4: Deep Dive
12:45 pm – 1:45 pm
Session 5: Rapid Fire Solutions
1:45 pm – 2:45 pm
Session 6: Deep Dive
3:15 pm – 4:15 pm
Session 7: CS 2020 Trends
4:15 pm – 4:45 pm
Wrap Up & Close
4:45 pm – 5:00 pm
Cocktails and Networking
6:30 pm – 7:00 pm
Executive Dinner at The Ashton Depot
7:00 pm – 9:00 pm
Monday and Tuesday May 22 – 23
Omni Fort Worth Hotel
Tuesday, May 23, 2017
Registration
7:00 am – 8:30 am
Welcome
8:00 am – 8:15 am
Session 8: Deep Dive
8:15 am – 9:15 am
Session 9: CS 2020 Trends
9:15 am – 9:45 am
Session 10: Rapid Fire Solutions
10:15 am – 11:15 am
Session 11: CS 2020 Trends
11:15 am – 11:45 am
Lunch
11:45 am – 12:45 pm
Session 12: Deep Dive
12:45 pm – 1:45 pm
Session 13: Deep Dive
1:45 pm – 2:45 pm
Wrap Up & Close
2:45 pm – 3:00 pm
Industry Breakout Meetings: AGA/EEI, CEA and Water Customer Service Executive Council
3:00 pm - 5:00 pm
Summit to Exhibit Hall
5:00 pm – 6:00 pm
For Session descriptions and speakers, see pages 16-17.
4
8:00 am - 12:00 pm
*Includes breakfast and lunch
Monday, May 22, 2017
9:00 am – 5:00 pm
See Page 14 for course titles, presenters and descriptions
TM
a CS Week Educational Venue
Monday and Tuesday, May 22 – 23, 2017 Omni Fort Worth Hotel Monday, 7:00 am – 4:45 pm Networking Reception and Dinner at Reata:
6:30 pm – 9:00 pm Tuesday, 7:00 am – 3:15 pm
See Pages 18-19 for titles, present- ers and abstracts.
Wednesday, May 24, 2017 Omni Fort Worth Hotel 9:30 am – 3:30 pm


Sunday, May 21, 2017
Registration
9:00 am – 5:00 pm
Sponsored by: Oracle Utilities
Monday, May 22, 2017
Registration
7:00 am – 5:00 pm
Sponsored by: Oracle Utilities
Tuesday, May 23, 2017
Registration
7:00 am – 6:00 pm
Sponsored by: Oracle Utilities
Exhibit Hall Hours
1:00 pm – 6:00 pm
Attendee Orientation
3:15 pm – 3:45 pm
Sponsored by: SAP
Welcome Reception
4:00 pm – 6:00 pm
Sponsored by: Smart Utility Systems
Women in Utilities
6:15 pm – 7:15 pm
Elite Sponsor: AAC Utility Partners Co-Sponsored by: SAP America, Inc.
Private Events
7:30 pm
Wednesday, May 24, 2017
Continental Breakfast/Utility Team Meetings
7:15 am – 8:15 am
Sponsored by: J.D. Power
Registration
8:00 am – 6:30 pm
Sponsored by: Oracle Utilities
General Session Welcome & Keynote Speaker
8:00 am – 8:40 am
Sponsored by: Oracle Utilities
Expanding Excellence Awards Announcements
8:40 am – 9:20 am
Vendor Appreciation Mingle
8:45 am – 9:30 am
Exhibit Hall Invitation-Only Consultations/Demos
9:15 am – 11:15 am
Session 1 Workshops
9:30 am – 10:30 am
Co ee/Tea Station
9:30 am - 4:30 pm
Sponsored by: Utilitec
Refreshment/Snack Break
10:30 am - 10:45 am
Sponsored by: JOMAR SOFTCORP INTERNATIONAL, INC..
Session 2 Workshops
10:45 am – 11:45 am
Exhibit Hall Hours
11:15 am – 6:30 pm
Exhibit Hall Luncheon, with Birds of a Feather Networking Tables
12:15 pm – 1:15 pm
Sponsored by: Nest Labs
Session 3 Workshops
1:45 pm – 2:45 pm
Refreshment/Snack Break 2:45 pm - 3:15 pm
Sponsored by: JOMAR SOFTCORP
INTERNATIONAL, INC.
Session 4 Workshops
3:00 pm – 4:30 pm
Networking Reception
4:30 pm – 6:30 pm
Sponsored by: Black & Veatch Corporation, Broadridge, Diamond Concepts and Consulting and Hansen Technologies
Canadian Reception
4:30 pm – 6:30 pm
Sponsored by: CEA
Book Signing with Penni McLean-Conner
5:00 pm - 6:00 pm
Private Events
6:30 pm
Thursday, May 25, 2017
Continental Breakfast/ Utility Team Meetings 7:15 am – 8:15 am Sponsored by: Accenture
General Session & Keynote Speaker
8:00 am – 9:00 am
Sponsored by: FirstFuel Software
Exhibit Hall Invitation-Only Consultations/Demos
9:15 am – 11:15 am
Session 5 Workshops
9:15 am – 10:15 am
Refreshment/Snack Break
10:15 am – 10:30 am
Session 6 Workshops
10:30 am – 11:30 am
Exhibit Hall Hours
11:15 am – 3:30 pm
Exhibit Hall Luncheon, with Birds of a Feather Networking Tables
12:00 pm – 12:45 pm
Sponsored by: Neustar, Inc.
Dessert & Co ee Reception
1:45 pm – 2:45 pm
Book Signing with Penni McLean-Conner
1:45 pm - 2:45 pm
Session 7 Workshops
2:30 pm – 3:30 pm
Refreshment/Snack Break
3:30 pm – 3:45 pm
Session 8 Workshops
3:45 pm – 5:00 pm
Special Event
7:00 pm – 10:00 pm
Sponsored by: Harris Utilities
Friday, May 26, 2017
Continental Breakfast
7:15 am – 8:00 am
Session 9 Workshops
8:15 am – 9:15 am
Refreshment Break
9:15 am – 9:30 am
Closing General Session
9:30 am – 10:30 am
Special Announcements and Vehicle Giveaway
10:30 am
Preliminary schedule subject to change 5


1. Web: 2. E-mail: 3. Call:
4. Fax:
5. Mail:
www.csweek.org
[email protected]
903-893-3214 or direct 903-821-8631 903-893-6136
CS Week | 2612 W Lamberth Rd, Ste 300 Sherman, TX 75092-5183
ON-SITE REGISTRATION HOURS
SUNDAY, May 21 ................................................................. 9:00 am - 5:00 pm MONDAY, May 22 ................................................................ 7:00 am - 5:00 pm TUESDAY, May 23 ................................................................ 7:00 am - 6:00 pm WEDNESDAY, May 24 ......................................................... 8:00 am - 6:30 pm
May 23 – 26, 2017
UTILITY EXHIBITOR NON-EXHIBITOR
EARLY
NOW - 4/1/17
$995
$995 $2,700
REGULAR
4/2/17 - 5/14/17
$1,095 $1,095 $2,700
ON-SITE
Starts 5/15/17
$1,195
$1,195 $2,700
Conference 41 | Tiered Pricing* 20% discount: 3 - 5 attendees 30% discount: 6 - 10 attendees 40% discount: 11+ attendees
*Available for Utility Employees Only. All group discount forms must be submitted from the same company at the same time.
May 22, 2017
May 22 and May 23, 2017
Full conference attendee registration fee includes admission to the breakfasts and keynote speakers’ presentations, Exhibit Hall luncheons, CS Week Conference workshops and all social and networking functions including, but not limited to, Exhibit Hall receptions and the perennial favorite – the CS Week Special Event.
Get the most from your dollars! Send a team to Conference! To register your team, go to www.csweek.org/web/Online/ Registration to download the Group Form. Fill it out and email it to Julie Shankles, Registration Manager at jshankles@ csweek.org, or call 903-893-3214 or direct at 903-821-8631 during working hours, Monday -Friday, 8:00 am - 5:00 pm CST.
REGISTRATION FEES
Attending CS Week College with CS Week Conference Registration* $249
*Discounted College registration fee if you register for CS Week Conference.
Attending CS College Week College Only $495
5
EASY WAYS TO REGISTER
CS Week College is intended for Utility Company attendees only.
REGISTRATION FEES
Vendor Solution Synergy Groups on Monday
Complimentary
Business Process Synergy Groups on Tuesday (including Oracle Utilities) $249
CS Week Synergy Groups are intended for utility company attendees only (except Analytics). Session admittance is
subject to presenter’s approval.
CS Week uses the contact data you provide (such as name, mailing and email address) to send you information about CS Week and the industry. We also use photographs taken during CS week which may include your image in printed and web material for advertising purposes. By submitting your registration, you agree to allow the use of your contact data and photographs as described above. If you prefer not to receive information directly from CS Week, please contact us at [email protected].
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Fort Worth’s Door Mat says, “Welcome”
Convenience and accessibility are the hallmarks of the 2017 CS Week Conference hotels. Located within a block of the Fort Worth Convention Center, the Omni and Sheraton o er comfortable accommodations, helpful sta and gracious amenities near the conference hub. The Worthington Renaissance is about eight blocks from the Conference activities in the Sundance Square entertainment district. All three are situated within strolling distance of the city’s cultural centers, restaurants and nightlife. Curl up in your guest room after a busy conference day or stride out to see, taste, hear and enjoy the local avor of “Cowtown.”
Book your stay at www.csweek.org and click Registration. Then, open the drop down menu to Accommodations.
The Trinity Railway Express links DFW Airport to Fort Worth’s T&P Station. Click Conference Transportation for information.
Sheraton
Fort Worth Hotel 1701 Commerce Street 817-335-7000 $179 + tax/night
$20/day parking
Omni Fort Worth Hotel
1300 Houston Street $199 + tax/night 817-535-6664 $25/day parking
The Worthington
Renaissance
Fort Worth Hotel
200 Main Street 817-870-1000
$199 + tax/night $20/day parking
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Wednesday’s Keynote Shares Oncor’s Journey of “Transforming Restoration Communications”
Mike Guyton knows about communicating. As Oncor’s SVP and CCO, Guyton’s job is to keep customers and their experiences with the utility front and center. To illustrate, Guyton will share how smart grid, smart meters and the digital consumer is enabling Oncor to signi cantly redesign their customers’ outage/restoration experience, using analytics to increase participation in proactive alerts. By empowering customers to choose how and when to receive these alerts, Oncor can notify that power is
Expanding Excellence Awards
Wednesday’s announcement of the 2017 Expanding Excellence Award-winning utilities sets a high standard for the workshops, events and educational groups meeting at CS Week. These awards salute excellence in meter-to-cash projects and implementations and recognize outstanding contributions and innovation in utility customer service. Brief videos introduce the winning utilities and nalists are also recognized for the following:
• Best Mobility Implementation
• Best Analytics Project
• Best CIS Implementation
• Innovation in People & Process
• Innovation in Digital Customer Engagement
Friday’s Executive Panel Features “All-Stars Unplugged”
In her third book, Pro les in Excellence: Utility Chief Customer O cers, Penni McLean-Conner showcases the professional and personal stories of eight all-star CCOs. Each has achieved success in creating a customer- focused culture, developing teams dedicated to customers and providing valued customer-facing products and services.
This General Session will feature McLean- Conner, Eversource Energy’s CCO & SVP, Customer Group moderating a subset of these all-stars in a conversational, no-slides format. Learn about their careers and
how separate paths brought them to the corporate o ces of major North American utilities. Appreciate how each executive balances work and family life. Hear insights on the most important leadership traits they apply to their organizations. This session will include real-time polling for the audience to weigh in with questions and opinions.
out before they call. Oncor also continuously
updates customers on restoration progress. It has
designed communication channels so that they
become the customers’ preferred channel. Field operations have become enthusiastic contributors to the process. Look for a practical, boots-on- the-ground message from our host utility’s executive.
Sponsored by:
Thursday’s Keynote O ers “Seriously Sparkly Service”
Thursday’s keynote speaker is on
a mission to make utility customer
service seriously sparkly. Chip R.
Bell, author of several national
best-selling books, will bring his wit,
practical wisdom and real-world
examples to the podium. “Research
shows,” Bell says, “value-added
service (taking what customers
expect and adding more) will not
provide a solid ROI. But, value-
unique service (delivering an
unexpected, compelling surprise)
creates animated advocates
and fuels bottom-line impact.” Based on Bell’s just released book, Kaleidoscope, this high-energy session will provide the tools, tips and techniques for leading and delivering innovative utility customer service that sparkles.
Michael Guyton
Chief Customer O cer
Oncor
Sponsored by:
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Utility Team Breakfasts – May 24 and 25, 2017
CS Week invites utilities with eight or more conference attendees to reserve a breakfast table in the General Session for your morning team meetings. Your table will have adequate seating to accommodate your team’s size and reserved tables with your company name can be easily located using the Table Chart signage at the General Session entrances.
Reserve your table by May 1, 2017 by contacting DeAnn Mozingo at [email protected] or 903-893-3214 so that your team can gather, plan, review, brainstorm and plot your CS Week together at the start of each day.
Back by popular demand, Women
in Utilities o ers a strategic
networking opportunity for
talented professional women to
connect and get to know each
other in a relaxed atmosphere.
Following the Welcome Reception
on Tuesday, women are invited to
enjoy a glass of wine, light hors d’oeuvres and valuable conversation with others who perform challenging and diverse jobs in the utility industry.
Angela Guillory, Vice President - Customer & Market Operations at Oncor will welcome attendees, and our sponsors will continue their tradition of drawing for and awarding fabulous prizes.
Elite Sponsor: Co-Sponsored by:
“Two-Step Thursday” – CS Week’s Special Event
Blue jeans, check; boots, check; party readiness, check. “Two-Step Thursday” is this year’s Special Event and will be located at Fort Worth’s beautiful Water Gardens and adjoining areas of the Fort Worth Convention Center.
Texas Unlimited Band will play
toe-tapping country tunes while
attendees learn line-dancing and
boot-scooting moves. Besides
music and dancing, they’ll be other
fun attractions like corn hole toss,
armadillo races, mechanical bull
rides and a chance to take sel es
with a live longhorn steer – the sort
that meanders down Sundance Square every day. Cold adult beverages and local cuisine stations will dot the venue. “Two-Step Thursday” will be a relaxed, informal event, conducive to easy conversations, putting your feet up and letting your hair down. Join us for an evening of fun, food, music and conversation.
Attendee Orientation – May 23, 2017
Whether a rst-time or
a veteran attendee, the best way to start CS Week is with the Attendee Orientation. Facilitators explain the hows, whats, whens and wheres of Conference 41. Learn
how to read the On-Site Guide. Put together venue planners’ names and faces. Understand why badges are customized. Practice using the Conference app. Become acquainted with the various venues and activities. This is a friendly casual way to start your week – join us!
Sponsored by:
Sponsored by:
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2016 Planning Committee
CS Week’s Thanks Its 2017
Todd Arnold*
Sandra Broughton Diane Coley
Lisa Collins
Tom Cunningham Sue Daulton*
Fred Daum
Clayton Dean
Cindy Dossett Christopher Gagliano Alfred Glass
Je Johnson
Ann Kelly
Planning Committee
Visit www.csweek.org to match names with faces!
CS Week
Southern Company Gas
Duke Energy
CS Week
Duke Energy
Tacoma Public Utilities
PSEG Long Island
Tampa Electric Company
Vectren Corporation
Alagasco
New Jersey Natural Gas Company Arizona Public Service
Canadian Electricity Association
Executive Advisory Panel
Jacqueline Kirwin
Tim Lang
Rod Litke*
Elaine McCallister David McKendry* Penni McLean-Conner* Chad Moore
Kerry Overton*
Andrea Pelt-Thornton* Sheila Pressley
John Sild
Lois Stark
Roger Stephens
Crystal Whitaker
Felicia Williams
Donna Williams-Ormond Mark Wyatt*
Darren Yates
Eversource Energy
We Energies
CS Week
Duke Energy
Hydro Ottawa Limited Eversource Energy
Last Vegas Valley Water District Austin Energy
NextEra Energy/Florida Power & Light JEA
CS Week
Kansas City Power & Light Company Oncor
NextEra Energy/Florida Power & Light Puget Sound Energy, Inc.
City of Richmond CS Week
ONE Gas
* CS Week Board Member
10
First Row L-R: Edwin Crow - AAC, Rod Litke*- CS Week, Pam Je ries - VertexOne, Vanessa Edmonds - TMG Consulting, Sue Daulton* - Tacoma Public Utilities, Penni McLean-Conner* - Eversource Energy, Andrea Pelt- Thornton* - Next Era Energy/Florida Power & Light, Kurt Sweetser – Smart Utility Systems, David Cathey – West.
Second Row L-R: James McClelland – SAP, Chris Clark – Neustar, Justin Segall – Simple Energy, Simon Watson – EY, Supratik Chaudhuri – TCS, Douglas Taylor – Avertra, Guerry Water – Oracle, Kerry Overton* - Austin Energy
Third Row L-R: Mark Wyatt* - CS Week, Dave McKendry* - Hydro Ottawa, Todd Arnold* - CS Week, Barry Dunphy – Cayenta


Planning, Steering and Advisory Partners
TM
a CS Week Educational Venue
Todd Arnold*
Je Beasley Robert Biagiotti Lisa Cagnolatti Chris Cardenas Marilyn Caselli Kevin Christie Dave Craven
Roger Dall-Antonia Stacy Derstine Dana Drysdale Greg Dunlap
Dan Eichhorn
Laurie Giammona Mike Guyton
Becky Harsh Knox Mike Herrin
Frank Jiruska
Gregory Knight
Tanis Kozak
Gayle Lanier
Jim Linn
Mike Lowe
Alisa Mann
Dave McKendry*
Penni McLean-Conner* Ngoni Murandu
Je Myerson
Kerry Overton*
Doug Petitt
Hallie Reese
Bill Reis
Jerry Sullivan
Joe Trentacosta Caroline Winn
Mark Wyatt*
CS Week
Westar Energy
Baltimore Gas & Electric Southern California Edison
PPI Electric Utilities Consolidated Edison of NY Avista Corporation
Union Gas Limited
FortisBC
Arizona Public Service
San Jose Water Company PSE&G
PSEG Long Island
Paci c Gas & Electric
Oncor
Edison Electric Institute
Tampa Electric
PECO, an Exelon Company CenterPoint Energy
Direct Energy
Duke Energy
American Gas Association
Salt River Project
Las Vegas Valley Water District Hydro Ottawa Limited Eversource Energy
NW Natural Gas Company CenterPoint Energy
Austin Energy
Vectren Corporation
Pepco Holdings, Inc.
UIL Holdings Corporation Orlando Utilities Comm. SMECO
San Diego Gas & Electric
CS Week
Michael B. Williams, Chair John Barrow
Pete Barsamian
Joel Burow
Chimaobi Chijioke Greg Earl
Steve Friedland Chris Sharpe
Karl Stanley Ed Zazzali
Southern California Edison CPS Energy
Eversource Energy
We Energies
Baltimore Gas & Electric AEP Ohio
DTE Energy
Duke Energy
NIPSCO PSEG
Donna Williams-Ormond,
Chair
Richard Castilla Rob Duncan Sharon Gamble Leslie Hamm
Cheryl Jones Tom Lake Lynnette Lemon Patty Mendoza Diane Thomas Toya Williams Margaret Wright
City of Richmond
City of Austin
City of Austin
City of Fort Worth Montgomery County
MC311
City of Dallas
Village of Schaumburg City of Atlanta
City of Austin
City of Garland
City of Richmond
City of Dallas
Advisory Panel
Steering Committee
Steering Committee
Francine Artis Adrienne Austin Christy Barone Jeannine Beran Becky Brann Jon Dizon
Herb Firsching Beth Freibert Stephanie Garrett Hal Higgins Sandy Lowery Michelle Mattson
City of Tacoma Consolidated Edison PSEG
BGE
Vectren Corporation Charleston Water System Gainesville Regional Utilities LG&E and KU Energy
Oncor
Alagasco
Florida Power & Light
We Energies
Anita Moreno Shamus O’Brien Kim Rich
Victor J. Schoenig Jarrett Simon
Jon Simonson Rocky Solomon Bonnie Temme Eric VanBecelaere Katie Voght
John Zobenica
Flintenergies Eversource Energy CenterPoint Energy PSE&G
CenterPoint Energy NW Natural Gas Eversource Energy Salt River Project Westar Energy Eversource Energy NW Natural Gas
Steering Committee
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Monday, Tuesday and Wednesday May 22 – 24, 2017
Hilton Fort Worth Hotel
Rebranded and Ready to ENGAGE!
Due to its dramatic growth and outstanding leadership, 311 Synergy Group has been rebranded starting in 2017 as CS Week 311 with its own conference – ENGAGE311 and adjoining exhibit hall – EXPO311, this year located at the Hilton Fort Worth Hotel. A block of rooms has been especially reserved for attendees, sponsors and exhibitors at the Hilton to co-locate everything in one setting. Registration and Accommodations are now open.
Though dates, times and topics may change on the working agenda below, attendees are sure to nd an array of robust content o erings, networking occasions and opportunities to learn about 311 call center issues from the best and brightest. Visit ENGAGE311 or our website, www.csweek.org/web/311 to view speaker names and topic summaries. Register today and be ready to plug into the excitement and comradery that marks each year’s event. For more information about CS Week 311, sponsoring or exhibiting, contact Amber Wiens at 903-893-3214 or 903-821-8721.
Sunday, May 21, 2017 Tuesday, May 23, 2017
1:00 pm – 5:30 pm Registration and Check In Monday, May 22, 2017
7:30 am – 1:00 pm 7:30 am – 8:30 am 8:15 am - 8:30 am 8:30 am – 9:15 am 9:15 am – 9:45 am
9:45 am – 10:15 am 10:15 am – 11:00 am
11:00 am – 11:45 am 11:45 am – 1:15 pm 1:15 pm – 1:45 pm 1:45 pm – 2:15 pm 2:15 pm – 3:00 pm 3:00 pm – 3:30 pm 3:30 pm – 3:45 pm 3:45 pm – 4:45 pm 4:45 pm – 5:00 pm 6:00 pm - 9:00 pm
Registration and Check In
Breakfast
Welcome
2017 CS Week 311 Award of Excellence Dallas City Hall on the GO! Proactive Community Engagement
Break in EXPO311
Finding Hidden Treasures: A Summary of Speech Analytics Technology Bene ts
Panel Discussion: Moving Up and Moving Out Lunch with Keynote Speaker
Sponsor Panel
What’s in a Name?
Dessert Reception in EXPO311
Ideation: Pick Your Plan
Virtual Call Center Tour – City of Dallas, TX Sponsor Presentation
Closing Remarks
Networking Reception | National Cowgirl Museum and Hall of Fame
7:30 am – 5:00 pm 7:45 am – 8:45 am 9:00 am – 9:30 am
9:30 am – 10:00 am 10:00 am – 10:15 am 10:15 am – 10:30 am 10:30 am – 11:00 am 11:00 am – 11:30 am 11:30 pm – 12:45 pm 12:45 pm – 1:10 pm 1:10 pm – 1:30 pm
1:30 pm – 2:15 pm 2:15 pm – 2:45 pm 2:45 pm – 4:00 pm 4:00 pm – 4:45 pm 4:45 pm – 5:00 pm
12 5:00 pm – 6:30 pm
Registration and Check In
Breakfast
What’s the 311? Welcome, Agenda Overview and Session Objectives
Comparative Survey Results
Virtual Call Center Tour – City of Knoxville, TN Break in EXPO311
Technology Survey Results
Name That Tune!
Lunch with Sponsors and Exhibitors
Sponsor Ignite Session
LEAN Thinking
Deskercise: How to Sprinkle in Fitness at Work Break in EXPO311
Ideation: De ne Your Pain
Keeping the Serve in Service
Closing Remarks Welcome Reception


Wednesday, May 24, 2017
Thank you,
2017 ENGAGE311 sponsors:
Diamond
7:30 am – 8:30 am 8:15 am – 8:30 am 8:30 am – 9:30 am 9:30 am – 10:15 am
10:15 am – 10:45 am 10:45 am – 11:00 am 11:00 am – 11:45 am
11:45 am – 12:45 pm 12:45 pm – 1:30 pm 1:30 pm – 2:15 pm 2:15 pm – 3:00 pm
3:00 pm - 3:15 pm 3:15 pm – 3:30 pm 3:30 pm – 4:50 pm
Breakfast
Welcome
Sponsor Presentation
Engaging Employees and Strengthening Call Center Operations Through Succession Planning
Break in EXPO311
Virtual Call Center Tour – City of Minneapolis, MN Community Engagement and the Municipal Contact Center
Lunch and Learn - Ideation: Pain Consultation Ideation Conclusion: Strategic Prescriptions for Pain Panama 311: Leading the Way in Citizen Support Sister Teams: The Sibling You Never Knew You Needed
Sister Teams: Adoption
Break
Learning Lounges
• Getting the Most from Your Department Relationship Managers
• Authentic Conversations: Moving from Manipulation to Truth and Commitmen
• Strengthening Workforce Optimization and Employee Engagement via the Remote Worker
• Emergency Move Closing Remarks
Sapphire
4:50 pm – 5:00 pm
Emerald
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Monday, May 22, 2017 Fort Worth Convention Center
Achieving Stable Operations and Realizing Business Bene ts After Project Go-Live
Ryan Cordeiro, Director; Ryan Johns, Senior Associate, Susan Lynch, Director; and Patrick Vandenplas, Advisory Senior Associate, All of PwC
Want to mitigate undue, adverse impacts to customers, employees, cash ow or the perception of your business by regulators and other third parties? De ning and achieving stable business and IT operations at and after go-live is a “must” to stabilizing operations and realizing business bene ts. To do so for CIS implementations and transformation projects, requires a focused and intentional approach, spanning project work streams, involving executives and their commitment to ongoing support and working with and across business units over the course of the project lifecycle. Avoid common pitfalls to achieving bene ts realization and stable operations, learn from leading class examples and real-world experiences on the most e ective approach, from people, process and technology to create successful business and project outcomes.
Best Practices in Selecting New Utility Software and System Integrators
Jim Anderson, Manager of Technology Assessment & Selection Services, Edwin Crow, Managing Partner, Rick Cutter, Managing Partner, Christina Schueneman, Senior Consultant, and Steve Wenke, Managing Partner, All of AAC Utility Partners
Many utilities are coming to the realization that their Customer Information System (CIS) is near the end of life. Multiple business issues are driving this realization. Issues such as an aging workforce, new technologies needs such as meter data management and the desire to improve the customer experience. This course will discuss a methodology to assess, procure and build a business case that supports your decisions. Presenting CIS project examples as well as case studies associated with typical issues related to these types of projects. Risk mitigation strategies will also be discussed to assist your project implementation in being successful.
Customer Service – S.E.R.V.E.
Angie Whitney, Trainer/Teacher, TrainerAngie.com
This highly interactive and extremely popular course helps participants understand
and apply the pieces to a customer service conversation completed through e ective communication. Participants will learn the steps and role play necessary pieces to accomplish what the business can do for the customer and understand the needs of the customer whoever their customer may be. A high percentage of the time is focused on understanding the need, not assuming the need, “because the representative has heard it a hundred times before”. This module trains the participants to ask the right questions to get the right answers.
Economics, Engagement and Execution: Meeting Customer Needs in a Digital World
Joanne Campbell, Senior Manager; Doug Graham, Senior Manager;
Simon Watson, Executive Director; and Julianne Woo, Principal & Partner; Digital & Experience Strategy, All of EY
Digital transformation is about uniting technology around a shared purpose and vision – one that is built from the bottom up, embraced by everyone in the organization and is focused on customer engagement. This session will address the current challenges of digitization in the utilities sector. We will provide insights on the operational challenges, possibilities of the Internet of Things, the importance of key customer experience strategies, and innovation of new products and services in the context of utility operations. Digital is a ecting not just the way companies face and interact activities. Utilities today are being driven to optimize their operations, have a clear roadmap, with their customers but is also driving utilities to evaluate and update their core operational strengths build relationships with customers, and innovate with new products and services. Competition is becoming more common “behind the meter” as new entrants o er new options to customers that threaten a utility’s relationship with
its customers. Customers have increasing expectations around how they want to interact with their utility; this course will help utility participants gauge their progress and challenge them to stress test their approaches as they meet the ever changing needs of customers in a digitized world.
Leading Change Through Tactical Engagement at Every Level
Penny Tootle, Consultant, Utiligent, LLC
Organizational change is a corporate constant. For utility professionals, e ectively leading organizational change is not a one size ts all solution; however, utility organizations
are particularly hard pressed to facilitate change through multi-level engagement in
order to achieve success. Tactical engagement requires a strategy and clarity concerning organizational expectations. This course establishes a solid foundation for understanding organizational behavior, design, development and change before introducing key concepts for e ectively facilitating change initiatives at all levels. Participants will be challenged
to put into practice what is learned in the course through hands-on exercises, including developing and defending a convincing business case. Participants coming to this course with a major change initiative to facilitate can expect to take away strategies, concepts and ideas to support the vital work ahead.
Six Critical Steps on the Path to Implementing a Successful Enterprise IT Replacement Project
Jennifer Baldwin, Consultant, Jim Hendershot, Consultant, and Alec O’Brien, VP & Consultant, All of TMG Consulting
Most CIS replacement experts believe that the planning phase of an enterprise IT replacement project is most critical to its success and for good reason. It sets the stage
for everything that follows: the procurement, implementation, stabilization and operation of the system. This phase is riddled with risks that can lead to project derailment. During this course, experts from TMG Consulting will deliver a full-circle education on the topic
of operations and IT readiness. In addition to case studies with real-world examples, the information presented will be bolstered by utility research and data from InsightTM, TMG’s proprietary database of costs, resource allocations and other qualitative data from a robust and growing list of more than 400 client engagements.
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For Utility and Governmental Employees Only. Registration is open! Visit csweek/web/College or contact Danise Mullendore at 903-893-3214.


Monday and Tuesday, May 22 – 23, 2017
Fort Worth Convention Center
“These opportunities to collaborate with other users with similar responsibilities provide group members a time and place to meet, identify and share potential improvements, strategic content and solutions.”
CS Week Synergy Groups exposes attendees to both vendor solution-oriented and business process-focused discussions. Invest the day learning about new marketplace solutions and success stories that could transfer real value to your utility. Spend time with utility colleagues who share similar challenges and can o er real-world examples. These two days are lled with candid sharing, insights, lessons learned and fresh perspectives.
Monday’s complimentary vendor synergy groups o er breaks and lunch in the respective vendors’ room (breakfast is NOT included), starting and ending at various times. Tuesday’s business process synergy groups begin at 7:30 am with breakfast, o er breaks and lunch also in the respective rooms, and nish at 3:00 pm. Registration fee is $249. Remember, Oracle Utilities’ synergy group meets Tuesday. For complete schedules and agendas including speakers’ names and utilities/companies, visit Synergy Groups or www.csweek.org. Have questions? Contact Jules Denton at 903-893-3214.
Monday – Vendor Solutions Tuesday – Business Processes
Meets Tuesday (Includes Breakfast)
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“Peers from US, Canadian and international electricity, natural gas, water and wastewater utilities will gather for ...strong content ...with format innovations to allow more dialogue and interaction.”
Content Format Guide:
• Deep Dives
•Rapid Fire Solutions
•CS 2020 Trends
Monday, May 22, 2017
Getting to Zero
Phil Bussey, Senior Vice President, Chief Customer O cer, Puget Sound Energy
How many calls to your contact centers are really necessary? Puget Sound Energy undertook the challenge to answer that question. The result? You can “get to zero” because most calls are caused by process failures or inadequate self-service options. But actually getting there is the hard part. Bussey will share PSE’s journey to redesign processes, revamp technology and change culture in order to provide customer experience excellence that has a natural side e ect of signi cantly reducing call volume.
The Internet of Things
Moderator: Jessica Brahaney-Cain, VP, Customer Operations, Eversource Energy With industry knowledge experts from Nest Labs, SAP and Tata Consultancy
Services
Gartner estimates that by the end of this year customers will be using 7.8 billion digitally connected devices. At the same time, Google Nest, Samsung/Smart Things, Apple Home Kit, Amazon Echo/Alexa, to name a few, want to connect to your customers and everything in their homes. What strategies should utilities deploy in response to an IoT world where everything is connect to everything else?
Strategies for Customer Experience of the Future
Facilitator: Hallie Reese, Vice President, Customer Care, Exelon Utilities
This tabletop exercise will de ne the requirements to develop a high-level plan for utility customer service of the future. What key questions must be answered? What is the required analysis? What are the key components of the plan?
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Monday and Tuesday, May 22 – 23, 2017 Omni Fort Worth Hotel
Todd Arnold
Summit Venue Executive
Creating Value Through Energy Innovation
Michael Britt, Vice President, Energy Innovation Center, Southern Company
In order to continue to grow, utilities must develop and deliver new value-creating products and services. But the competencies required are not inherent in most utilities. This presentation will cover what’s required to incubate innovation, develop new products and services, and deliver customer bene ts that add to the bottom line.
Tactics for Customer Experience of the Future
Facilitator: Doug Petitt, CIO & VP, Customer Service & IT, Vectren Corporation
This tabletop exercise will focus on de ning the actions required to achieve the plan for utility customer service of the future including projects, systems, products and services.
New Payment Strategies
Speaker To Be Announced
Customers are adopting digital cashless payment alternatives (most of them free) from the companies they do business with. At the same time, many customers are unbanked, un-carded and pay all cash. Society’s adoption of prepaid cards presents opportunities to introduce prepaid utility service. What new strategies are utilities developing and what are the business cases to support them?
The Digital Customer
Moderator: Kara Shuror, Assistant Director, Business Services, City of Fort Worth Water Department
With industry knowledge experts from EY, Smart Utility Systems and FirstFuel Software
With billions of deployed digital devices, how is this changing customers’ expectations for service excellence and what does that mean for utilities?


Tuesday, May 23, 2017
Next Generation Customer Experience
Val Jensen, Senior Vice President, Customer Operations, ComEd
The reality is our digitally connected world is causing our customers to expect the “Next Generation” customer experience now. Jensen shares ComEd’s journey to transform their grid and company into a platform for delivering value-creating products and services that engage and satisfy their customers.
Utility Customer Service of the Future
Moderator: Kevin Christie, Vice President Customer Solutions, Avista With industry knowledge experts from Oracle Utilities and PwC
As digital connectivity expands the services customers receive from various companies, how far do utilities need to go? Must a utility be more than a good one? Is it di erent for electric, gas and water?
Culture Change for Customer Experience of the Future
Facilitator: Stacy Derstine, Vice President Customer Services & Chief Customer O cer, Arizona Public Service
In this exercise, executives will de ne the changes and actions required to create a customer-centric culture across the entire enterprise. What will be the norms, beliefs, values, practices, customs, traditions and rewards?
Sponsored by:
Who’s Eating Our Lunch and Should I Care?
Moderator: Dave McKendry, Director Customer Service, Hydro Ottawa
With industry knowledge experts from AAC Utility Partners, Simple Energy and
Tendril
As new distributed energy, storage and IoT technologies enable customers to bypass their utility for control, information and choices, what are the impacts and how should utilities respond? What proactive strategies should utilities deploy?
Mapping Your Way Out of the Customer Experience Jungle
Speaker To Be Announced
The latest trend in customer experience management is to graphically portray all of the touch points in your customer experience. This case study will review a utility’s journey in better understanding their customers’ real experience and their charting a course to improved customer satisfaction.
Transforming Restoration Communication
Mike Guyton, Senior Vice President and Chief Customer O cer, Oncor
How is the smart grid, smart meters and the digital consumer enabling Oncor to signi cantly redesign their customers’ outage/restoration experience? By empowering their customers to choose how and when to receive proactive communication, alerting customers their power is out before they call, engaging eld operations in the communication process, continuously updating their customers on the progress of their restoration, and using analytics to increase e ectiveness.
With Industry Sponsors:
For questions about Executive
Summit, contact Lisa Collins at 903-893-3214 or 903-821-8675.
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This two day, by-invitation-only educational venue for utility executives explores current issues, trends and challenges faced by those who manage key account programs.
Monday, May 22, 2017, 7:30 am – 4:30 pm
Breakfast Welcome Message
Mark Wyatt
Top of Mind Issues
Michael B. Williams
Luncheon
Voice of the Customer
Facilitator: Reggie Bonner, Director of Customer Operations, Oncor
Panelists: Art Justice, Vice President, CineMark, Dirk Taylor, Manager, General Motors, Trey Yelverton, City Manager, Arlington, TX
This panel of Oncor customers will provide their perspectives on what they expect from their account managers as well as the utility.
Breakout Session / Includes Break
This is the rst of four opportunities for key account managers to discuss topical issues among themselves and learn about the similarities and di erences in their utilities’ approaches to creating and sustaining a
18 customer-centric environment.
TM
Monday and Tuesday, May 22 – 23, 2017 Omni Fort Worth Hotel
a CS Week Educational Venue
Mark Wyatt
Key Account Forum Venue Executive
Michael B. Williams
2017 Venue Chairperson
Each attendee introduces themselves (name, title, company) and describes their three top of mind issues.
Service Connection – Whose Responsibility Is It?
Chima Chijioke, Manager, Large Customer Services, Governmental & External A airs, BGE
Michael B. Williams, Principal Manager, Key & National Accounts, C&I Segment, Southern California Edison
Ed Zazzali, Regional Manager, Large Customer Support, PSE&G
What is the role of the account manager during the service connection process? What is the responsibility of the account manager versus engineering, project management or other areas within the utility? This session will explore best practices that are being used across utilities.
Assigned Customer Criteria That Is Aligned with Business and Customer Value
Claudette Harris, Manager, Business Energy Account Management, DTE
Energy
What criteria are utilities using to determine which customers t into the “assigned” category in order to maximize value for both the customer and the utility?
Breakout Session / Includes Break
Here’s another chance to focus on a speci c topic, visiting and learning from others who face similar challenges.


Networking Reception and Dinner
Tuesday, May 23, 2017, 7:30 am – 3:15 pm
Breakfast
Welcome Message - Michael B. Williams
Supporting a Single View of Key Accounts
Mark Petrilla, Strategic Account Executive - Electric Utilities, Salesforce
Creating a single view of the customer may be the holy grail of Key Account Management. A wealth of data exists in CRM, CIS, OMS, Field Management and Meter Data Management systems to enable your Key Account Managers. The problem is these systems are di cult to navigate. Analysis of usage data and indicated trends can be valuable. Outrage alerts should be a standards. Join this session to discuss methods to e ectively use data.
What Customer Experience Do We Want to Deliver in the Future?
Mike Hildebrand, Vice President of Business Development, E Source
What customer experience do we want to deliver in the future? Hear from industry leaders helping to shape future customer experiences like meeting new service commitment dates, improving communications and increasing customer satisfaction scores. How do utilities anticipate and deliver what customers want?
Breakout Session / Includes Break
Surveys inform our planning. Attendees consistently say that visiting with each other is one of their favorite parts of Key Account Forum. Here’s another opportunity to compare what keeps you up at night with others facing the same insomnia.
Luncheon
Delivering New Value-Add Products and Services
Presenter TBD
This session will provide insight into how a utility uses customer feedback, market analysis and other sources of information to deliver new value added products and services that customers nd useful and will improve their satisfaction and e ciency working with the utility.
Breakout Session / Includes Break
Our last compare and contract session, this breakout will feature another topic that key account managers grapple with on a regular basis.
Wrap Up and CS Exhibit Hall
Michael B. Williams and Mark Wyatt
Materials for Key Account Forum sponsored by:
Audio-Visual Services for Key Account Forum sponsored by:
CS Week Research Benchmarking Survey sponsored by:
www.csweek.org/web/KeyAccountForum
Mark your calendar for
CS Week Research Roundtable Meeting and Luncheon - Wednesday,
May 24, 2017
9:30 am – 3:30 pm
For CS Week Research Benchmark Members Only
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Key Account Forum questions? Contact Shelley Carter at 903-893-3214.


Walk the Walk, Talk the Talk: CS Week Launches New Educational Venue
Fresh initiatives are exciting. In response to listening and responding to its Voice of the Customer and particularly our Executive Summit attendees, CS Week is pleased to launch a new educational venue in 2017: LeadNext, CS Week’s Leadership Development Program.
LeadNext Venue Executive Vic Hatridge says it well, “By bringing together top minds in the utility industry as coaches for high potential supervisors and managers, CS Week’s LeadNext program delivers the ‘secret sauce’ to accelerating professional development. This is very valuable.” A 13-month program, LeadNext combines CS Week attendance at consecutive conferences with webinars on best practices and strategically-focused meetings through the year. It is geared
to help utilities identify and groom its next leaders for greater responsibility by focusing on key issues, best practices and proven strategies in the customer experience lifecycle. These are combined with one-on-one coaching. The keystone to LeadNext’s success is the commitment executives make to support participants, beginning to the end, in this comprehensive program.
The nomination process opened on October 1 and remains open through March 31 or until all fourteen openings have been lled. High potential supervisors and managers who self-nominate must have an executive sponsor. Visit LeadNext at www.csweek.org to review the agenda and submit a LeadNext Nomination Form. For questions, contact Lisa Collins at 903-893-3214.
CS Week Supports Critical Mission
Across the nation, scammers are getting bolder and striking often. Utilities are hearing from angry and frightened customers, unfortunately after many have already been victimized for fraudulent utility bill payments. These criminals impersonate utility employees. They target
the vulnerable, senior citizens and non-native English speaking persons. They use tactics like playing a recording that sounds almost like the utility’s phone system message, or they display counterfeit utility ID badges.
Dozens of utility companies are uniting and ghting back. They are posting instructions on company webpages alerting customers of these practices and instructing them to hang up and call the utility’s veri ed direct phone number.
CS Week strongly supports UUAS by o ering webinars and workshops, including one set for Conference 41. “The goal of this collaboration, say Jared Lawrence, Vice President, Revenue Services of Duke Energy, “is to put scammers out of business. While it would be great if our e orts lead to criminal prosecutions, our primary objective is to magnify our collective voice so that customers immediately recognize the signs of a scam and stop giving money to these criminals.”
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Follow Utilities United Against Scams on Twitter: #stopscams


CUSTOMER EXPERIENCE LIFECYCLE
FIELD CUSTOMER SERVICE
Concentrates on various aspects of eld operations including outage management; materials management; mobile workforce management; GIS; communications architecture; GPS; broadband; dispatch; routing; and
scheduling. Sponsored by: Avertra Corp. STRATEGIES AND MANAGEMENT
Focuses on trends from a people, process and technology perspective by sharing information related to plans, strategies, trends and management of the Customer Service Lifecycle. Sponsored by: WCG Consulting
SPONSOR SOLUTIONS
Platinum and Gold Sponsors will present current issues for informing utility personnel about their products and services and client success stories.
EXPANDING EXCELLENCE AWARDS
Presentations from the two (large and small utility) award winning utilities and their team for each of the Award Categories. The winning utilities will be announced at Wednesday morning General Session.
WATER FOCUS
These workshops presented by water utility companies explore business and regulatory issues from a water/wastewater utility perspective.
CANADIAN TRACK
Canadian utilities present and focus on Canadian regulatory and business factors.
ANALYTICS
DEVICES, DATA & ANALYTICS
Covers the analytics acquired from Smart Grid and/or Smart Infrastructure, AMI, MDM, consumption monitoring, demand management, outage management and apps that mine, aggregate and report data. Covers the IoT and data-driven applications used to improve operations, enhance customer experience and coalesce data for various purposes. Sponsored by: Starnik
BILLING & PAYMENTS
CUSTOMER ENGAGEMENT
Focuses on all aspects of residential, commercial and industrial billing including e-billing; wholesale billing; billing for other services; bill print services; consolidated bills; revenue assurance; complex billing; and dynamic (real-time) pricing. This track also examines various payment issues related to credit cards, debit cards, e-checks, lockbox operations, treasury functions, EBPP,
cashier workstations, and kiosks.
Explores current, emerging and enabling processes and technology in the areas of customer acquisition; telephony; DSM/ conservation; CRM; call center software; outage management; work management; GIS; kiosks; and document management.
Sponsored by: Avertra Corp.
CREDIT AND COLLECTIONS
Considers new issues and best practices in the areas of credit and collection processes and software; third party collections; mobile workforce management; modeling and scoring; data analytics; e-checks; and remote disconnect through AMI.
DIGITAL CUSTOMER ENGAGEMENT
FIELD CUSTOMER SERVICE
Utilizes digital tools and techniques to nd, listen to and mobilize stakeholders around issues in the utility industry.
CONTACT CENTER
Sponsored by: Paymentus
PAYMENTS
Sponsored by: Level One
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Workshops At-a-Glance ANALYTICS
• Extracting Big Value From ‘Small’ Data • Survival in an Environment of
Mandated Conservation
• Deepening Predictive Customer
Engagement & Preferences With
Advanced Analytics
• MDM and Analytics: Solutions in the
Age of IOT
• Picking the High-Hanging Fruit:
Leveraging Customer Intelligence for
E ective Engagement
• Improving Back O ce and Field
Utilization Through Analytics
• 360-Degree Analytics for Improved
Customer Service
BILLING & PAYMENTS
• Empowering Service Agents to Delight Our Customers
• Transforming the Customer Experience from Billing to Payment
• Innovative Strategies for Meeting Your Paperless Adoption Goals
• Payment Processing Redesign • Secure Email Delivery for
Paperless Billing
• Exploring Business Enhancements
Associated with a New MDM
• The Power of Engaging Customers in
Redesigning Your Bill
CONTACT CENTER
• The Evolution of the Predictive Technology • Linking Annual Appraisals to Everyday Call
Center Performance
• Power Up Your Utility and Customers Through
Social Media
• Improving the Customer Experience Through
Root Cause Analysis Methodology
• The IVR Reinvented: Proven Designs for
Maximum Customer Containment Rates • Improve the Customer Experience with
Journey Mapping
• The Unprecedented Challenge: Leading and
Servicing Diverse Generations • Care Center: The Next Generation
CREDIT AND COLLECTIONS
• Non-Residential Risk Assessment • All Hands on Deck – A Deep Dive
into the Collection Processes that
Yield Extraordinary Results
• Customer-Centric Programming
Through Community Collaboration
• Initiating Collections Post CIS Go-Live • Hidden Trea$ure$: Identifying and
Billing Unbilled Revenues
• Reducing Risk Utilizing Internal &
External Credit Scoring Processes • Utilities United Against Scammers –
A Year into the Fight
• Reducing Fraud & Improving
Collections with an E ective Positive ID Program
DIGITAL CUSTOMER ENGAGEMENT
• The Impact of IoT on Future of Utility Customer Systems: What is New for 2017 and Beyond?
• Viva Las Video: Is Video the New “King” of Social Content?
• Digital Transformation: Enabling the Customer Experience through 4 C’s
• Leveraging Social Media for Low Income and Millennial Outreach
• Delivering the Customer Experience in an Omni-Channel World
• Building a Digital Strategy and Roadmap • Enhancing Customer Relationships with
Proactive High Bill Alerts
FIELD
CUSTOMER SERVICE
• Drones: A New Tool for the Field • Developing Strategic Outage
Communications: Best Practices and
Lessons Learned
• Field Service Training Strategies
• Mobile Work Management: Real-Time Bene ts • Ensuring Customer Safety in Times of
Natural Disaster
• GPS Enabled Workforce Improving
Productivity and Safety
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STRATEGIES AND MANAGEMENT
• Customer Experience Roadmap – From Strategy to Boots on the Ground!
• Strategies for Electric Vehicles
• Security Awareness for Everyone!
• Strategies to Extend Your Existing CIS • Best Practices in CIS Implementation
• Energy Storage Case Study: Scores A+ • Planning and Execution of Mass
Organizational and Operational
Change
• Leveraging Your New CIS
• The Customer Satisfaction Journey - It
Takes a Village
WATER FOCUS
• Survival in an Environment of Mandated Conservation
• All Hands on Deck – A Deep Dive
into the Collection Processes that Yield Extraordinary Results
• Empowering Service Agents to Delight Our Customers
• Innovative Strategies for Meeting Your Paperless Adoption Goals
• Mobile Work Management: Real-Time Bene ts
• Planning and Execution of Mass Organizational and Operational Change
• Exploring Business Enhancements Associated with a New MDM
• Payment Processing Redesign
• Hidden Trea$ure$: Identifying and Billing Unbilled Revenues
• The Unprecedented Challenge: Leading and Servicing Diverse Generations
• Leveraging Your New CIS
• The Power of Engaging Your
Customers in Redesigning Your Bill • 360-Degree Analytics for Improved
Customer Service
CANADIAN TRACK
• Customer Experience Roadmap - From Strategy to Boots on the Ground!
• Viva Las Video: Is Video the New “King” of Social Content?
• Ensuring Customer Safety in Times of Natural Disaster
• Leveraging Your New CIS
• The Power of Engaging Customers in
Redesigning Your Bill
EXPANDING EXCELLENCE AWARDS
Presentations from winners of CS Week’s 2017 Expanding Excellence Award for:
• Best Mobility Implementation • Best Analytics Project
• Best CIS Implementation
• Innovation in Digital Customer
Engagement
• Innovation in People & Process
SPONSOR SOLUTIONS
Current at time of printing.
For more information about Conference workshops, contact Danise Mullendore at 903-893-3214.
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ANALYTICS
EXTRACTING BIG VALUE FROM ‘SMALL’ DATA
William Kelly, Program Mgr,
Advanced Technologies, Austin
Energy
Roxanna Pourzand, Project Manager,
Oracle | DataRaker
Objectives:
• Gain insight into operational and technical gaps before they develop into billing issues or exceptions;
• Learn about data streams supporting AMI deployment, maximize investment, and improve customer experience.
As Austin Energy matured its Advanced Metering Infrastructure Program, data began to ow in massive amounts requiring signi cant management and review. Without formal Business Intelligence tools, AE found it di cult to review the quality of the data from any source coming into their MDMS. AE implemented DataRaker, a basic plug and play solution, giving them insight into
the health of their AMI system and the quality of the data being housed across multiple systems of record. Here how Austin Energy has used the analytics tool to monitor its meter and account based data, targeting “low hanging fruit” analytics while developing more involved strategies, and extract value maximum value from a reasonable investment.
SURVIVAL IN AN ENVIRONMENT OF
MANDATED CONSERVATION Joseph Komisarz, Utility Services
Manager, City of Cedar Hill Jason Bethke, President, FATHOM
Objectives:
• Understand the value of Smart Grid for Water, related to CIS, AMI, meter data management and customer engagement;
• O set revenue destruction in voluntary and regulated conservation mandates, and extend the life of existing assets through analytics;
• Capture lessons learned in the use of data and analytics to maximize collectible revenue and improve customer satisfaction.
There is increasing pressure on
water utilities as a function of the volatility of supply, aging of plant and equipment, increases in operational costs, regulatory and utility required conservation e orts and customers’ expectations. Mandated conservation will have an immediate impact
on revenue. Faced with declining revenue, it is imperative to nd all
the missing revenue available to utilities. Many water utilities are now implementing AMI, integrated with CIS systems and overall analytics to help run their business. The City of Cedar Hill will present case studies correlating the investment in MDM, AMI and analytics with improved revenue, o setting conservation-
related revenue impacts. It is through the intersection of GIS, CIS, AMI, MDM, Infrastructure data, Customer Engagement data, and external sources such as Tax Parcel data, Aerial Photographs, Weather and Census data that Cedar Hill has improved revenue on average 10-15%, despite per capita demand reductions, while reducing demand by 10%. With this revenue, utilities are more capable of withstanding ‘conservation shock’ that conservation mandates deliver.
DEEPENING PREDICTIVE CUSTOMER ENGAGEMENT & PREFERENCES WITH ADVANCED ANALYTICS
Gail Allen, Sr Mgr, Customer
Intelligence, KCP&L
Jamie Staples, Head of Regulated
Energy Partnerships, Nest Labs Objectives:
• Understand how Head of Central Region Energy Partnership analytics can deepen utilities’ customer engagement;
• Gain insight into how utilities harness analytics to design DSM programs for maximum participation and superior results;
• Learn how to analyze customer behavior and use insights to grow DSM programs and avoid opt-outs.
Kansas City Power and Light (KCP&L) is harnessing advanced analytics to deepen customer engagement and design successful DSM programs. Through a partnership with Nest,
KCP&L communicates closely with DSM participants and identi es behaviors that inform new strategies to grow programs and minimize opt-outs. KCP&L is able to adjust participants’ climate control usage in ways that are within participants’ comfort zone, such as pre-cooling homes before peak midday temperatures. Hear how analytics informed the design of the utility’s DSM programs, results to date,
and how data and analytics have changed and augmented customer engagement.
MDM AND ANALYTICS: SOLUTIONS IN THE AGE OF IOT
Sylvia Smith, VP, Customer Service,
Nashville Electric Service
Phillip Duncan, Director, AAC Utility
Partners, LLC
Objectives:
• Understand current MDM and Analytics o erings in the utility market;
• Learn how those systems
support utility company needs and requirements in the age of IoT;
• Understand lessons learned and best practices for implementing.
Quality of meter data for billing and analysis is paramount to utilities. When combined with data from other devices and sensors, utilities need to have MDM and Analytics platforms that they can scale and integrate. Other data needed in Analytics ( nancial, personnel,
24


demographic, social media, etc.) that is used in conjunction with the meter data makes the technology and software solution critical for optimum utility operations. See the impact of IoT now and in the future as even more data ows in that needs to be managed and merged with meter data to e ectively provide meaningful information to utility management. Review lessons learned and best practices for implementation.
PICKING THE HIGH-HANGING FRUIT: LEVERAGING CUSTOMER INTELLIGENCE FOR EFFECTIVE ENGAGEMENT
Je rey Jerome, Product Manager, C&I Energy E ciency, Baltimore Gas & Electric (BGE)
Jonathan Becker, Program Manager, ICF
Objectives:
• Craft successful customer outreach and engagement strategies with your customer data;
• Identify and engage with high potential and high propensity
to act customers in a challenging customer segment;
• Leverage advanced analytics to drive customer action.
As an energy provider, engaging
with mid-size and small building customers has traditionally been challenging and costly. The Building Tune-up Program, which is part of the BGE’s Smart Energy Savers Program,
provides incentives for businesses
to operate their buildings more e ciently and comfortably. However, typically only larger C&I customers have participated and engaged with the program. To drive engagement with the hard to reach mid-size and small building customers, BGE has leveraged customer intelligence powered by smart meter building analytics to create a better customer experience and dramatically increase program participation.
IMPROVING BACK OFFICE AND FIELD UTILIZATION THROUGH ANALYTICS
Jimma Carter, Senior Rate
Administrator, Duke Energy
Kevin King, Mgr, Mass Market Billing,
Duke Energy
Objectives:
• Implement a strategy to replace old outdated work exceptions by using Advanced Analytics;
• Review and standardize existing business and eld processes across multiple work groups, states, and systems;
• Use productivity and throughput to identify optimal work and create value for shareholders and customers.
Identifying stopped (zero usage)
and slowing meters, theft, and meter miscon gurations is a problem faced by all utilities. Duke Energy will discuss the analytics platform they use to improve customer satisfaction,
increase revenue, and decrease
eld and back o ce expenses. They have used this platform to improve exceptions/leads identi ed and presented to back o ce teams, increasing the probability of nding
a problem in the eld while reducing costs. Business and eld processes have been standardized and streamlined to take advantage of
the analytical ndings and combined with a work management system to provide ongoing feedback. Duke will provide insight into implementation of the Analytics Engine (AE) and how a “Pro t Center” approach is used to fund and source the e ort.
360-DEGREE
ANALYTICS FOR
IMPROVED CUSTOMER SERVICE
Greg Thomas, General Manager,
Rincon del Diablo Water
Dana Haasz, Sr Customer Success
Manager, WaterSmart Software Objectives:
• Understand how data analytics brings greater levels of accuracy through identi cation, prioritization, and self-service resolution models;
• Discover how multi-channel digital communication systems are used to prioritize and segment customers to deliver proactive, relevant communications;
• Understand how key moments across the customer lifecycle can be turned into assets to provide
greater intelligence.
Learn how this innovative team simultaneously met drought goals, reduced costs, and improved customer service and engagement. The District was looking to expand their analytics and customer support capabilities while meeting recently enacted state mandated conservation goals, and recognized that addressing customer side leaks was one signi cant way to reach their drought goals while helping customers manage costs.
BILLING & PAYMENTS
EMPOWERING SERVICE
AGENTS TO DELIGHT OUR CUSTOMERS
Margo Fengler-Nunn, Performance
Solution Team Member, Tacoma
Public Utilities
Trevor Ticehurst, Business Unit
Director, Utilities, Basis Technologies Inc.
Objectives:
• Gain insight into exception handling automation;
• Reduce the billing cycle time and improve billing accuracy;
• Learn how to improve decision- making and customer service through greater management visibility of performance
Hear how TPU transformed their Back O ce operations using a range of dedicated tools and new processes
Continued, next page. 25


Billing & Payments, continued.
to obtain a 360-degree view of their customers and standardize exception handling. They will demonstrate
how the enhanced exceptions management solution created value across multiple touch-points within the organization.
TRANSFORMING THE CUSTOMER EXPERIENCE FROM BILLING TO PAYMENT Raymond Joseph, Manager, Bill
Delivery Operations Management, Consolidated Edison Co of New York, Inc.
Adam Berke, Senior Director, Broadridge
Objectives:
• Understand the utility segment and how customers choose to interact;
• De ne the new utility customer communications strategy of “go
to them” vs “come to me” through investments technology to support omni-channel methodologies;
• Create synergy between the operations and marketing
goals in delivering your customer communications using digital strategies.
Re-imagine essential customer communications and use those interactions as an opportunity to learn about customer preferences toward e-billing, website and payment functionality, etc. The
customer communications platform needs to educate, demonstrate value, build trust and provide a meaningful experience. Learn more about the omni-channel lifestyle your customers live, and how to take advantage of these consumer driven preferences to conduct
daily business. Timely, relevant
and cost e ective solutions are the cornerstones to a communications strategy all utilities need to employ and implement as fast as technology changes.
INNOVATIVE STRATEGIES
FOR MEETING YOUR PAPERLESS ADOPTION GOALS Matthew Dunbar, Revenue & Tax
Manager, City of Chandler, Arizona Kerry Hogan, Managing Dir, Meter
Reading & Billing, Southern Company Gas
Objectives:
• Identify technologies, tools and methodologies to drive electronic payment and e-billing adoption;
• Use customer segmentation to target customers who are most likely to adopt e-billing;
• Demonstrate how a reduction in customer e ort translates into higher success rates.
This expert panel will lead a discussion on driving increased adoption of your ebill/paperless billing programs. Join experts from Southern Gas and the City of Chandler as they share new
and innovative ways to meet your company’s aggressive targets for paperless billing. The panel will share how to use segmentation marketing, advanced payment options, and frontline sta to drive success.
PAYMENT PROCESSING REDESIGN
Dylies King, Manager, Customer
Accounting, Metropolitan Utilities District
Objectives:
• Learn how to maintain PCI compliance by shifting payment processes to an outside vendor;
• Understand the importance of a team based approach to change;
• Explore the variety of payment options o ered to MUD customers.
In January 2015 Metropolitan Utilities District started a project to redesign payment processing in order to maintain PCI compliance, reduce operational costs, improve e ciency and o er additional payment options. MUD used a team based approach with a cross section of representatives from the organization and focused on eliminating CSR’s access to customer credit card data by shifting payment processing to an outside vendor.
SECURE EMAIL DELIVERY FOR PAPERLESS BILLING
Kevin Waid, Manager, Bill
Presentation and Source Operations,
Duke Energy
Deanna Mendes, Strategic Client
Manager, KUBRA Objectives:
• Learn a new approach to the challenge of increasing paperless billing adoption;
• Understand the pros and cons of non-enrolled email programs versus enrolled programs;
• Hear how the program is performing and Duke Energy’s plan for the future.
Duke Energy was faced with an aggressive goal of increasing paperless adoption. The challenge was to provide a quick and convenient solution for customers to receive electronic statements without enrolling in a traditional e-billing program. Learn how Duke Energy designed, built, and implemented
a unique non-enrolled secure email program.
EXPLORING BUSINESS ENHANCEMENTS
ASSOCIATED WITH A NEW MDM Wade Holmes, Dir, Electric Division,
Orangeburg Department of Public
Utilities
Dale Pennington, Managing Director,
UtiliWorks Consulting LLC
26


Objectives:
• De ne your business goals and objectives to select the best MDM;
• Understand the integration of the MDM to other systems;
• Evaluate the impact to operations and personnel, as well as methods for training sta to maximize use of the data.
Meter Data Management systems
are a key component for Smart Grid/ AMI deployments. UtiliWorks has worked with many utility clients to successfully select and implement
an MDM system from de ning the business goals and objectives to integrating with the AMI platform to provide timely, accurate, & detailed data to all consuming systems. If designed properly, this will result in a robust enterprise information system. This implementation will impact nearly every function in a utility enterprise and has the potential to dramatically change your business.
THE POWER OF
ENGAGING CUSTOMERS
IN REDESIGNING YOUR BILL Robert Presnell, COO, Detroit Water
and Sewerage Department Susan Barrett, Manager,
Communications, Hydro Ottawa Ashley Arndt, Mgr, Billing Sys
Projects & LI Choice, PSEG Long Island
Objectives:
• Discover the value of soliciting constructive customer feedback;
• Develop a methodology for linking customer feedback and data to impactful changes;
• Maximize the bill as the primary communication channel and the only mechanism for reaching every customer.
This interactive panel discussion
will focus on how unique customer engagement channels were utilized as key components in bill redesign to maximize customer satisfaction. In 2016, PSEG Long Island launched a color bill to its 1.1M customers which incorporated feedback from Online Customer Surveys, Internal and External Focus Groups, Voice Analytics, and JD Power. Hydro Ottawa launched an online customer survey featuring an interactive tool that enabled customers to design their own bill. Detroit Water and Sewage Department launched a newly designed billing statement with a focus on improving customer communications to an ever changing and diverse community in Southern Michigan.
CONTACT CENTER
THE EVOLUTION OF THE PREDICTIVE TECHNOLOGY Kim Rich, IT Solution Manager,
CenterPoint Energy
Objectives:
• Learn how predictive technology
is enhancing the customer
experience;
• Learn the call handling agent’s
bene ts;
• Hear what’s next in predictive
technology.
This session will provide an overview into understanding the value in anticipating the needs of your customers before they reach an agent. Additionally, you will gain a better understanding of some of
the tools available and how they positively impact your agents in the contact center.
LINKING ANNUAL APPRAISALS
TO EVERYDAY CALL CENTER PERFORMANCE
Frederick Daum, Director, Customer
Contact & Billing, PSEG Long Island
performance management and appraisal process.
An overview of the methodology utilized to implement metrics at the CSR level that have direct linkage
to JD Power Survey diagnostic questions, support After Call Survey and Participations Rates along with traditional call center operational
and quality metrics. Additionally, this session will illustrate how a weighting was implemented in the Billing Appraisal to account for both call center and billing work for the billing CSRs.
POWER UP YOUR UTILITY AND CUSTOMERS THROUGH SOCIAL MEDIA
Connie Piloto, Manager, Oncor
Objectives:
• Use social media to tell your story to customers and the media;
• Learn how to integrate Customer Relations and Customer Contact Center teams to meet customer expectations on social media;
• Use analytics to learn more about your customers and help in uence them and their social media network.
This session will dive into the growing interest surrounding the use of social media as a real time information tool for outage communications in your utility. We will share information
Objectives:
• Detail the analytical process utilized to determine the appropriate metrics for Call
Center and Billing CSRs that have direct linkage to JD Power, Quality, Operational, and After Call Survey metrics;
• Demonstrate how the metrics were presented to union leaders and associates, how the changes were incorporated into annual appraisal process;
• Show how an interactive visual CSRs performance dashboard has been utilized by supervisors and managers to improve the e ciency and e ectiveness of the
Continued, next page. 27


Contact Center, continued.
on how to integrate teams to meet customer demands and tell your story using social media platforms.
IMPROVING THE CUSTOMER EXPERIENCE THROUGH ROOT CAUSE ANALYSIS METHODOLOGY Sandra Broughton, Managing
Director, Customer Experience,
Southern Company Gas Joseph Trentacosta, Senior VP &
CIO, Southern Maryland Electric Cooperative
Objectives:
• Learn how an institutionalized complaint root cause methodology drives process improvement opportunities;
• Introduce One Contact Resolution as a key metric for a multi-channel center;
• Emphasize change management
– people, process and technology– to improve the overall customer experience.
This session will provide a look into a developed comprehensive complaint management process, which includes a root cause methodology. Through this methodology, cross-functional collaboration at the executive and operational level has led to changes in policies and practices to empower employees to resolve issues the rst time and avoid escalated complaints.
THE IVR REINVENTED: PROVEN DESIGNS FOR MAXIMUM CUSTOMER CONTAINMENT RATES
Michelle Academia, Mgr, CCC
Technology, Southern California Gas
Objectives:
• Learn IVR menu and call ow design principals, from an industry leader with a “press or say” system;
• See and hear how the “voice of the customer” drives success and positive customer engagement;
• Learn how a drive an organizational focus through the omni-channel experience.
This case study features Southern California Gas, a Sempra Energy company. SoCal Gas started with
a facilitated deconstruction and reconstruction process for its IVR menus and call ows, which were then validated with its customers
by independent usability testing. Leveraging the bene ts of both touchtone and speech, their IVR self- service increased to a gas-only utility high of near 40%!
IMPROVE THE CUSTOMER EXPERIENCE WITH JOURNEY MAPPING
Doris Yon, Senior Business Analyst,
Southern Company Gas
Objectives:
• Understand journey mapping and why it’s a crucial element in customer experience optimization;
• Hear the organizational structure needed to engage all areas of the company;
• Learn strategy and approach
to prioritize customer satisfaction initiatives, monitor progress, and constantly evaluate e ectiveness
Through a structured discovery and prioritization approach to change management, Southern Company Gas gained organizational support for journey mapping methodology to understand the onboarding experience from the customer’s eyes. Learn how capturing customer emotions, pain points and key moments of truth builds alignment for cross functional stakeholders and identi es the gaps between the customer experience strategy and the customers’ reality.
THE UNPRECEDENTED
CHALLENGE: LEADING AND SERVICING DIVERSE GENERATIONS Donna Williams-Ormond, Operations
Manager, 311 Customer Care, City of Richmond
Objectives:
• Hear how the six living generations are impacting your utility business;
• Understanding the generational preferences of your customer base;
• Learn how to e ectively lead across multiple generations in the workforce.
An in depth view into the six living generations and how common events
and cultural milestones impact how they want to be lead (as employees) and served (as customers). This session will focus on data, trends and research on how to get and stay connected to each generation.
CARE CENTER: THE NEXT GENERATION
Litza Rivera, IT Business Solutions
Manager, Florida Power & Light
Company
Robert Weber, Senior Process
Specialist, Florida Power & Light Company
Objectives:
• Hear the business reasons for migrating to a new telecom platform;
• Learn lessons in Vendor Evaluation and Project Execution;
• Learn customer and business gains achieved through implementation.
This session shares FPL’s journey of moving from an Avaya platform to
a Cisco platform, including vendor evaluation, project execution, introduction of speech recognition, upgrading WFM and quality tools, improved call routing, and building a new reporting suite using the Aceyus solution.
28


CREDIT
AND COLLECTIONS
NON-RESIDENTIAL RISK ASSESSMENT
James Sexton, Supvr, Bankruptcy
& Non-Residential Securities, Duke
Energy
Jason Billiot, Account Executive,
Experian
Objectives:
• Review and secure customer’s aggregate exposure;
• Score commercial portfolio and establish monitoring;
• De ne internal and external ‘triggers’ for deposit review while strengthening regulatory relations.
Learn how Duke Energy manages small to medium business risk consistently across six jurisdictions leveraging portfolio insights and fresh data. All non-residential customers are reviewed based on internal and external factors with
an emphasis on the customer’s overall creditworthiness. Deposits are secured based on Duke’s aggregated exposure. Duke Energy’s commercial portfolio credit data is regularly refreshed and continuously monitored through a partnership with Experian. In addition to scoring, industry segment and corporate linkage data is generated. Security is promptly reviewed based on internal and external pre-de ned ‘triggers’. These triggers prompt a proactive review of deposit coverage for
existing non-residential accounts. Duke Energy received accolades from regulators for applying deposits in this consistent, balanced approach.
ALL HANDS ON DECK –
A DEEP DIVE INTO THE COLLECTION PROCESSES THAT YIELD EXTRAORDINARY RESULTS Jolanda Jordan, Revenue Mgmt
Supervisor, Pinellas County Utilities Objectives:
• Bridge the gap using technology and customer service to provide customers with multiple reminders and payment options;
• Enlist sta and establish collaborative agreements with neighboring municipalities;
• Collect more dollars without disconnecting service.
‘All Hands on Deck’ is a comprehensive approach for collections combining technology and customer service. Our endeavors bridge the gap between functions, technology and customer service
by utilizing sta and collaborative agreements with neighboring municipalities. Through automation, our e orts have resulted in more dollars collected, fewer accounts disconnected, and lower write-o s. Customers are provided multiple payment remittance reminders
and o ered various options for making payment. Learn how our foreclosure management process builds relationships with customers
resulting in mutually bene cial solutions for both our customers and company.
CUSTOMER-CENTRIC PROGRAMMING THROUGH COMMUNITY COLLABORATION Ronnie Mendoza, Manager, Customer
Solutions, Austin Energy Objectives:
• Learn techniques for integrating customer assistance programs with the utility and community advocates;
• Learn techniques for establishing a community network to leverage internal customer assistance programs;
• Better engage low income customers via speci c assistance programs and educational community seminars.
Austin Energy provides “wrap- around” services to its residential customers. By o ering not just one solution, such as weatherization, to meet customer needs, AE provides a comprehensive suite of customer- centric solutions that includes education, customer discounts and case management. Additionally each customer assistance program (CAP) is evaluated annually both by customers as well as by the community partners who form our network. Austin Energy uses this feedback to continually improve
its program o erings resulting in a better customer experience and
increased customer satisfaction. Austin Energy will discuss how it has leveraged the e cacy of its assistance programs by partnering with community agencies to help connect CAP customers with available community programs. Through these community partnerships, AE has streamlined the process for identifying the appropriate community resources available to our CAP customers, resulting in low customer e ort and increased customer satisfaction.
INITIATING COLLECTIONS POST CIS GO-LIVE
Tom Bertz, Mgr Billing & Payment
Services, Alliant Energy
Wendi Cigrand, Sr Mgr, Customer
Support, Alliant Energy
Objectives:
• Understand how to leverage the power of automated collections processes in a modern CIS;
• Identify system, process, operational and nancial risks and strategies to mitigate them;
• Examine metrics to help manage and monitor the e ectiveness of collections processes.
There are many facets to implementing a new CIS, yet the collections process demands extra planning and attention to get it right. Hear how Alliant Energy was able to design a successful collections go- live strategy that leveraged system automation, balanced customer
Continued, next page. 29


Credit and Collections, continued.
and operational interests, and kept customers informed and stakeholders engaged.
HIDDEN TREA$URE$: IDENTIFYING AND BILLING UNBILLED REVENUES
Herb Firsching, Dir, Customer
Operations, Gainesville Regional
Utilities
Steve Hooper, General Manager, Water Company of America
Objectives:
• Increase water and wastewater revenues with minimal budget impact;
• Identify and counter common operational assumptions that impact revenues;
• Leverage relationships with outside organizations to maximize budget use and recoveries.
successful partnership with Water Company of America.
REDUCING RISK UTILIZING INTERNAL & EXTERNAL CREDIT SCORING PROCESSES
Willa Hightower, Director, Customer
Financial Operations, PECO, an Exelon Company
Objectives:
• Improve internal collections with predictive risk assessments;
• Utilize credit scoring tools to identify potential risks;
• Reduce collection costs and improve customer satisfaction by focusing on the right accounts for collection.
See how one utility is utilizing e ective credit scoring processes to manage their collection strategies
to identify and address higher risk accounts. Identi cation of credit risks and reducing expenses focusing on lower risk accounts. E ectively manage internal collections with predictive risk assessments.
UTILITIES UNITED AGAINST SCAMMERS - A YEAR INTO THE FIGHT
Jared Lawrence, Vice President,
Revenue Services, Duke Energy
Objectives:
• Introduce attendees to Utilities United Against Scams, why it was formed, and its accomplishments to date;
• Outline the plans of the consortium to improve upon past e orts to better protect utility customers, and to explain how new companies and associations can get involved;
• Describe e orts to work with organizations in retail, telecom and the prepaid card industry to disrupt the channels that scammers exploit.
Spurred by an introductory workshop at CS Week 2016, Duke Energy and other utilities across the U.S. and Canada joined together
to form “Utilities United Against Scams” (UUAS), a coalition with
the mission of sharing data and
best practices and coordinating awareness campaigns to protect customers from criminals posing
as utility representatives. This workshop assesses the state of the utility industry’s ght to protect
its customers from scammers a
year after the collaborative group’s inception. Jared Lawrence, Duke Energy Vice President of Revenue Services, will lead a discussion of the mission and objectives of UUAS, the successes and lessons learned from the rst North America-wide coordinated anti-scam campaign, how utility companies are using data to strengthen their e orts, and the challenges that persist.
REDUCING FRAUD & IMPROVING COLLECTIONS WITH AN EFFECTIVE POSITIVE ID PROGRAM
Gerri Drummond, Credit & Collections
Coordinator, Tampa Electric Company
Objectives:
- Identify potential fraud during account enrollment;
once it’s been identi ed;
- How to handle fraudulent activity once it’s been identi ed;
- Improve collection results by collection valuable data at the time of application.
E ective credit & collection strategies are vital to preventing fraud by identifying who your customer
really is. Addressing fraud before it happens and managing identi ed fraud can reduce your bad debt impact and improve existing customer satisfaction by avoiding fraud. Utilization of a dedicated
fraud team creates consistency with account handling of fraud cases. E ective programs see results with improved collection strategies by collecting valuable data that reduce write-o s and improve collection e orts.
DIGITAL CUSTOMER ENGAGEMENT
THE IMPACT OF IOT ON FUTURE OF UTILITY CUSTOMER SYSTEMS: WHAT IS NEW FOR 2017 AND BEYOND?
Chet Geschickter, Research Director,
As we all know, you must bill revenue in order to collect the receivables from the customer. Gainesville Regional Utilities (GRU) has been testing innovative concepts to increase revenue and reduce expenses and has re ned these models that have now blossomed into permanent programs. GRU will provide updates on their water/ wastewater revenue recovery program, including stopped meter methodology, leveraging interns to augment sta and reports, and their
30


Energy & Utility, Gartner, Inc. Objectives:
• Learn which external IoT (Internet of Things) trends are impacting the utility customer and why utilities need to pay attention to these trends;
• Appreciate how connecting “things” from the utility domain with “things” in the customer domain opens doors for new innovative utility services;
• Understand how utilities should prepare for future waves of disruptive technologies that impact customers.
Gartner joins us at CS Week again this year to provide insights and updated research on how Internet of Things (IoT) trends are impacting utility customer behaviors and
how utilities need to prepare. The Internet of Things (IoT) is a network of physical objects that contain embedded sensing or interaction technologies. Gartner forecasts that as early as 2020, there will be 21 billion IoT endpoints in operation – an opportunity for digital transformation in multiple business sectors. Utilities are currently leaders in the number of IoT endpoints in operation worldwide. Connecting “things”
from the utility domain with “things” in the customer domain will allow customers to tap into other emerging energy and consumer technologies for grid services. Consumer IoT systems (e.g. smart thermostats, home energy management, energy
storage and more) will operate
on their own as an “agent” of the customer in the future and utilities need to prepare for how to interact with “things as customers”.
VIVA LAS VIDEO: IS VIDEO
THE NEW “KING” OF SOCIAL CONTENT?
Daniel Séguin, Mgr, Media & Public
A airs, Hydro Ottawa Limited Objectives:
• Discover how to use video to educate and engage customers in a dynamic way;
• Learn how visual, story-telling strategies can re-energize your brand;
• Understand the importance of extending reach beyond your current followers.
In Vegas, Elvis may still be King, but on social media, its video. Thanks to video integration across nearly all social media platforms, there’s no denying that video tra c is growing globally. The old saying that “What happens in Vegas, stays in Vegas” rarely holds true anymore. Hydro Ottawa uses video to educate and connect customers to its business, employees and events in a dynamic way. The utility shares its best practices on how to stand out on social channels, its visual storytelling strategies and how to use the
power of video to re-energize your brand. On this presentation, learn the importance of extending reach
beyond your followers and using public sentiment to strategize a new path forward for your utility.
DIGITAL TRANSFORMATION: ENABLING THE CUSTOMER EXPERIENCE THROUGH 4 C’S
Eric Mastroianni, Project Specialist,
ConEdison Energy
Matthew Sexton, Dept Manager,
ConEdison Energy
Objectives:
• Learn how to transform your various digital channels using customer preferences;
• Understand how to use an Agile Approach to developing a Customer Centric Design;
• Hear how planning and benchmarking can be the pillars to success.
Con Edison of New York began
a journey to catch up to their customers’ preferences to engage across various digital channels.
In a rapidly evolving landscape
of AMI adoption and numerous Reforming the Energy Vision (REV) e orts, the companies realized
the need to modernize their dated digital o erings to enable the 4 C’s (Customer Choice, Convenience, Control and Communication). Through planning and benchmarking, they learned customer and industry trends, gaining insight into how
they fell short in the eyes of
their customers. Along the way,
they adopted an Agile Software
Development methodology which has provided both challenges and bene ts. With a public facing website released in late 2016 and the planned release of their authenticated website in 2017, this two-year e ort includes the implementation of various technologies such as preference center, live chat, survey, identity access management, and a new web experience management system. They’ll share their established pillars that guide their success and ensure an iterative approach through customer centric design.
LEVERAGING SOCIAL MEDIA FOR LOW INCOME AND MILLENNIAL OUTREACH
Joseph Pat Ricks, Sr Manager,
Customer Experience, Entergy
Services
David Elve, Chief Marketing O cer, PayGo
Objectives:
• Learn approaches for innovative rate structures to support low income and millennial customers;
• Develop new and exible payment channels to support customer convenience and choice;
• Leverage smart grid data and social media to drive customer engagement.
More than ever, utilities understand the importance of engaging with customers in the communities that they serve. Customer expectations are ever changing and in uenced
Continued, next page. 31


Digital Customer Engagement, continued.
by interactions with other service providers. This panel discussion will focus on each utility’s existing and future programs designed to meet the challenges of serving two critical customer segments – low income and millennials. Each customer segment brings its unique opportunity to
nd innovative solutions to meet
and exceed customer expectations. Leveraging tools such as smart
grid data and social media, these utilities have developed e ective engagement approaches. From
the highly strategic to tactical day-to-day, learn how each utility developed rate structures and payment solutions, enhanced business processes and use customer interfaces such as mobile, portals and social media to meet the customer needs. Q&A, lessons learned, practical case studies and humorous anecdotes will round out this learning experience.
DELIVERING THE CUSTOMER EXPERIENCE IN AN OMNI-CHANNEL WORLD
Reese Hamilton, Director, Customer
Service, Vectren Corporation
Andy Higgins, Manager, EBusiness &
Telecommunications Systems, Vectren Corporation
Objectives:
• Explore the company’s philosophical approach on the
customer experience;
• Compare/contrast the pre-2016
to post-2016 environment used to
deliver the customer experience; • Explore the process for how
customer experience improvement ideas are managed going forward.
2016 will go down in Vectren history as the beginning of the revolution. In 2016 Vectren put in the foundational elements that will allow Vectren
to provide the desired customer experience across a multitude of contact channels. Starting with the introduction of the Vectren Voice, and initiative designed to shift the focus of the customer interaction from being task-oriented to one
that is experience-centric. Then the development of customer personas helped to de ne the tools desired
by customers. Then examining the various customer journeys along
the customer lifecycle. Keeping these concepts in mind, Vectren implemented technology that will assist the company in adding value to customers on their journeys: Project OmniSmart that consolidated customer contact channels (voice, web, email, etc.) onto a single platform, a Natural Language IVR
to support customer self-service opportunities, a redesign of the company’s website, and opening up social media as a customer service outlet.
BUILDING A DIGITAL STRATEGY AND ROADMAP
Jeanne Connolly, Dir, Digital Strategy
& Channel Mgmt, Eversource Energy
Eric Karcher, Manager, Digital Strategy, Eversource Energy
Objectives:
• Learn what digital strategy is and why it is important;
• Learn where your company is in its digital maturity;
• Learn how to develop and implement short and long-term goals that really matter and deliver for your customers.
Are you ready to leave CS Week with the practical tools and frameworks for building a Digital Strategy for your company? This highly interactive session with the Eversource Energy Digital Strategy team will teach
you how to assess your company’s digital landscape; identify Digital Key Performance Indicators (KPI) to gauge implementation success; conduct a digital gap assessment (people, process and technologies); and create an impact analysis. Eversource will discuss how digital innovation and agile technology development can be used to accelerate the activities de ned on your implementation roadmap. In addition, the team will present real examples of how digital strategies can be used to improve customer satisfaction.
ENHANCING CUSTOMER RELATIONSHIPS WITH PROACTIVE HIGH BILL ALERTS
Susana Ayala, Manager, Products &
Services, Duke Energy Objectives:
• Learn how to use proactive communication to engage customers and strengthen relationships;
• Hear how personalization empowers customers to take action and immediately lower bills
• Leverage data analytics to improve customer communication
Duke Energy implemented proactive High Bill Alerts (HBAs) to build value for customers and get them engaged with the utility. HBAs notify customers, mid-billing
cycle, of impending higher-than- usual energy bills. Through the
use of data analytics, Duke’s HBAs guide customers to individualized information they can take immediately to avoid the high bills. With more than 500,000 emails sent, Duke HBAs are realizing sustained open rates of 74 percent, a less-than- one-percent unsubscribe rate and high customer satisfaction ratings. The presentation will demonstrate how today’s energy customers expect personalized, actionable communication and how energy providers can implement these communication practices to succeed in today’s consumer-centric energy market.
32


FIELD
CUSTOMER SERVICE
DRONES: A NEW TOOL FOR THE FIELD
Ian Hat eld, T&D Operations &
Maintenance Support, Arizona Public Service
Objectives:
• Learn how companies are using drones in di ering aspects of eld operations including outage management, line siting and d/ amage assessment;
• Learn about the regulatory requirements to make use of drones;
• See how eld employees and customers are bene ting from the use of drones in the eld.
From wedding photo shoots to pizza and package delivery, drones are nding their way into many aspects of our lives. Do they also have a place in the utilities? This presentation discusses how utilities are making drones a key tool for their eld and improving customer service.
DEVELOPING STRATEGIC OUTAGE COMMUNICATIONS: BEST PRACTICES AND LESSONS LEARNED Sue Hankins, Mgr, Customer
Satisfaction, Ameren Illinois Melanie Wemple, Director, E Source
Objectives:
• Learn how Ameren Illinois took
a journey mapping workshop to a
company-wide initiative;
• Understand best practices for managing a highly entangled
internal outage process;
• Hear about “quick wins” that
realize results during a long-term engagement.
Establishing more strategic customer outage communications and enhancing explicit alerts requires a deliberate and tactical approach. This presentation will serve as a platform to educate and share how Ameren Illinois united multiple departments behind a company-wide initiative to design proactive, timely outage alerts and deploy a comprehensive outage communications strategy. From eld ops to customer satisfaction, from IT to customer service, from regulatory to communications. Presentation will highlight the lessons learned and the best practices deployed along the way.
FIELD SERVICE TRAINING STRATEGIES
Chris Silies, Regional Director, Spire
Energy
Objectives:
• Design the training program that incorporates all aspects of the job including Safety, E ciency, Operator Quali cation, and interpersonal skills;
• Develop strategies to hold the eld employees and contractors accountable for customer satisfaction;
• Establish a robust monitoring program through site visits and customer surveys.
As eld service personnel are often the only people our customers interact with face to face and in
their homes, they play an important role in creating a positive customer experience. Hear how companies are implementing eld training programs focused on improving customer satisfaction. Learn about robust monitoring programs and strategies to holding company and contractor crews accountable. See how companies are structuring vendor contracts to incorporate customer satisfaction SLAs as well as e ciency and quality metrics.
MOBILE WORK MANAGEMENT: REAL-TIME BENEFITS
Lisa Nugent, Customer Service
Manager, City of Anaheim Objectives:
• Understand MWM service o erings in the context of utility company needs and requirements;
• Understand the real-time bene ts to employees and customers
by implementing a robust MWM solution;
• How to e ectively use
change management to achieve technological renovation and standardize processes.
Mobile Work Management (MWM) can o er huge bene ts when
implemented correctly and with
the support from Field Services. Perhaps, the greatest bene ts originate from the real-time aspect of immediate updates allowing CSRs to communicate to customers’ realistic appointment times. A well-executed MWM implementation can eliminate paper and eld service errors all while providing work e ciency views to management allowing to transfer work assistance in emergency situations. MWM implementations can be complex when designing dynamic routing for the eld service ensuring it meets the utility company needs.
ENSURING CUSTOMER
SAFETY IN TIMES OF
NATURAL DISASTER
Trevor Fenton, Sr Manager, Customer
Care & Billing, ATCO Gas Objectives:
• Review ATCO’s response and ongoing recovery e orts to ensure customer safety;
• Share IT systems and processes used to restore utility services and generate a positive customer experience;
• Re ect on lessons learned from operations, dispatch, and call center.
In May 2016 a wild re spread through Fort McMurray, Alberta, Canada. Over 80,000 people were evacuated in one day due to the
Continued, next page. 33


Field Customer Service, continued.
threat of the re that in the end, burned across 585,000 hectares of land (approximately the size of the state of Delaware) and left 10% of the city under ash. Hear how ATCO responded to restore utility service while ensuring customer safety. The nature of our response to the wild re was immediate and dynamic which exposed weaknesses in existing systems and processes. Learn how ATCO overcame these limitations and successfully exceeded the expectations of their customers as lessons learned are shared in one of Alberta’s greatest natural disasters.
GPS ENABLED WORKFORCE IMPROVING PRODUCTIVITY AND SAFETY
Sheila Pressley, Director, Customer
Revenue Services, JEA
Chris Boeke, Director, Information
Technology, Vectren Corporation Objectives:
• Hear how mobile GPS enabled tools boost productivity and improve emergency response time;
• Understand how the utility can quickly adapt to rapidly changing landscapes;
• Learn how utilities use GPS to establish a data set of existing assets
Learn how mobile GPS enabled tools helped two utilities to increase
productivity, anticipate and monitor driver safety and react to crisis situations quickly. Mobile GPS enabled tools with geocodes mitigate the potential worker inability to complete jobs.
STRATEGIES AND MANAGEMENT
CUSTOMER EXPERIENCE ROADMAP - FROM STRATEGY
TO BOOTS ON THE GROUND!
David McKendry, Director, Customer
Service, Hydro Ottawa Limited Objectives:
• Appreciate why a Customer Experience Roadmap is necessary;
• Learn what to consider when developing a 5-year customer experience strategy;
• Hear how to rally the entire organization around the customer experience.
Learn how Hydro Ottawa is successfully implementing a company-wide 5-year Customer Experience Roadmap. This presentation will cover how Hydro Ottawa is moving its Customer Experience from “Good to Great” through its top down strategy and bottom up planning work. Learn the steps taken, programs implemented and how Hydro Ottawa has organized for success.
STRATEGIES FOR ELECTRIC VEHICLES
Gail Allen, Sr Mgr, Customer
Intelligence, KCP&L Objectives:
• Learn how KCP&L rolled out electric vehicle charging stations for their customers;
• Understand the bene ts customers receive from charging stations;
• Appreciate the long-term initiative of the how, when and why of this strategic partnering initiative.
KCP&L has built charging stations throughout their service area for customers to use with their electric vehicles as well as for their own eet. Funded by U.S. Department of Energy through the American Recovery and Reinvestment
Act grant and administered by Metropolitan Energy Center, this groundbreaking project is an example of a cooperative e ort to improve communities and bene t citizens. This session will discuss the planning, marketing and monitoring of this innovative initiative.
SECURITY AWARENESS FOR EVERYONE!
Christopher Leigh, Dir, Information
Security & Compliance, Eversource Energy
Objectives:
• Learn how to educate all utility employees about the risks of potential security threats;
• Provide employees with the education to identify and avoid attempted social, technical and physical security breaches;
• Identify tools and practices that can be deployed to manage, monitor and remediate security breaches.
Data breaches and operational intrusions are making the news on a daily basis. Utilities are not immune from this threat. This session will discuss utility e orts to make all employees aware of the issues
and potential methods used to breach security. It will also highlight techniques and tools that utilities are deploying to monitor and remediate attempted intrusions.
STRATEGIES TO EXTEND YOUR EXISTING CIS
Ellis Chandlee, Director, Commercial
& Corporate Apps., ONE Gas Sharon Gantt, Mgr, Training & Quality
Assurance, SCANA Energy Ganesh Radhakrishnan, IT
Application Supervisor, SCANA Services Inc.
Objectives:
• Understand approaches to extend the life of your CIS;
• Hear how business processes can be streamlined and improved while keeping the current CIS;
• Learn about key factors of a CIS replacement vs. technology uplift.
Many utilities have performed
34


studies to evaluate whether their existing CIS would satisfy ongoing business needs. Some studies
have determined that it would be less costly to optimize business processes using other techniques and technologies. In a similar aspect of these studies it has also been noted that obtaining regulatory approval for a CIS replacement could be a challenge, especially
with the underlying data structure, infrastructure, and batch still perform reliably. In this session, learn alternative options to replacing an outdated CIS that result in less expenditure, reduced customer
call handle times, improved data accuracy, and happier, more e ective employees.
BEST PRACTICES IN CIS IMPLEMENTATION
Tim Heinrich, Dir, Customer Support
Service, Alliant Energy
Shirley Stibb, Mgr, Customer Support
Technical Svcs, Alliant Energy Mark Shaver, Dir, Performance
Optimization, Washington Gas Brian Kage, GM, Strategy & Business Performance, WEC Energy Group,
Inc.
Objectives:
• Learn considerations for selecting a CIS product and implementation partners;
• Adopt key project management practices for CIS implementation;
• Adapt to new, best practice business processes through the CIS implementation process.
Implementing a new CIS is a challenge from picking the
right product and partners, to maintaining customer satisfaction and smooth daily operations during implementation, to leveraging the new system to improve business processes. This panel includes
a variety of utilities illustrating
how they successfully tackled the challenge. Panelists will address multiple perspectives including selection strategy, project management, change management, conversion activities and business process improvement.
ENERGY STORAGE CASE STUDY: SCORES A+
Dora Nakafuji, Director, Renewable
Energy Planning, Hawaiian Electric Company, Inc.
Tad Glauthier, VP - Hawaii Operations, Stem, Inc
Objectives:
• Learn how Hawaii’s intelligent energy software initiatives help grid operators plan for more e cient and reliable service in regions with high concentrations of distributed generation;
• Learn how businesses and grid operators bene t from energy storage and monitoring systems;
• See how monitoring real-time energy use and cost data can cut electricity costs for schools and other large facilities.
Hawaii is at the forefront of
transforming the utility industry with its goal of 100% renewable generation by 2045. The Hawaiian Electric Company (HECO) is leading this e ort by leveraging distributed energy resources. This case study will showcase HECO’s use of energy management solutions from Stem, the market leader in software-driven energy storage, that enables its C&I customers
to automatically cut usage during peak demand times and costs that can account for up to 70% of utility bills. Highlights
from HECO’s Smart Power for Schools program backed by Hawaii’s Department
of Education (DOE) aims to provide public schools with Stem’s energy management software. It will detail how intelligent software gives customers better insight into their energy use and makes them better grid citizens. The DOE program is an early bene ciary of HECO’s SHINES initiative
to streamline planning and operations by integrating all distributed generation resources into one management system.
PLANNING AND EXECUTION OF
A MASS ORGANIZATIONAL AND OPERATIONAL CHANGE
Maria DeChellis, Division Chief, City
of Baltimore/Dept of Public Works Greg Scheihing, Mgr, Utility Field
Operations, City of Baltimore/Dept of Public Works
Objectives:
• Plan for massive organizational change management including working with collective bargaining agreements and job reclassi cations;
• Market the message of
change using speci c targeted
communication and learn how to measure success in public opinion;
• Learn about this utility’s experience on impacts to operational business both during and post go-live
such as call time, sta ng levels and facilities.
The Charm City of Baltimore is home to one of the oldest water infrastructures at over 100 years old. In 2012, DPW embarked on a massive e ort to modernize the City’s assets with nearly $650M of a $1.2B budget going to capital improvements. Major overhaul
of sewer laterals, water mains,
and a staggering consent decree has led to Baltimore taking on
one of the largest public work improvement projects in the nation. As part of this tremendous e ort, Baltimore has moved the City over to AMI and executed a CIS replacement from a 30-year old mainframe system at the same time as moving from a quarterly minimum billing with a declining block to monthly billing with
both xed portion (for capital investments) and a variable volumetric component on a single tier. Dubbed ‘Baltimeter’, we will discuss the planning and execution of our massive organizational and operational change.
Continued, next page.
35


Strategies and Management, continued.
LEVERAGING YOUR
NEW CIS
Paul Rao, Dir, Information Systems,
Fayetteville Public Works
Commission
Shaun Hewitt, Director, Operations
Support, Region of Peel Objectives:
• Learn key elements, winning strategies and practical tips
on what to implement with a CIS and how to leverage the CIS after implementation;
• Learn how your implementation can have predictable business outcomes and transition to continuous business improvement;
• Hear the bene ts of a new CIS from utilities that have implemented and are now leveraging this system to create better programs and processes.
Recently, there have been many major implementations of CIS systems. These implementations
are large and complex. Normally they must interface to a large number of other systems. Generally, these companies view the CIS Implementation as a base upon which to build and implement various other systems, programs and processes.
THE CUSTOMER SATIFACTION JOURNEY - IT TAKES A VILLAGE Jorge Jimenez, Director, Cust Exp &
Utility Mktg, PSEG Long Island Objectives:
• Learn the strategy and approach used to make large improvements in their JD Power Customer Satisfaction scores;
• Learn the organizational structure used to engage all areas of the company to focus on Customer
Satisfaction;
• Learn the strategy and approach
used to prioritize customer satisfaction initiatives, monitor their progress, and constantly evaluate their e ectiveness.
PSEG Long Island has been the electric service provider for Long Island, New York since January 2014. Prior to the arrival of PSEG Long Island, the previous electric provider on Long Island was consistently rated last, nationally
in customer satisfaction in the
JD Power customer satisfaction survey. Starting in early 2014, PSEG Long Island developed a cross- functional strategy and approach for identifying, prioritizing, and monitoring all of their customer satisfaction initiatives. This approach required support and engagement from all parts of the business (Customer Service, Electric Transmission and Distribution, IT, Marketing and Communications, External A airs, etc.). As a result of
this cross-functional, initiative-centric strategy, PSEG Long Island has made huge improvements in the JD Power Customer Satisfaction survey over the past 2.5 years. In fact, out of more than 100 electric utilities that participate in the JD power survey, PSEG Long Island was recognized
by JD Power as the “Most Improved” large, electric utility for 2015, and the 4th “Most Improved” large, electric utility in 2016. The presentation will share with attendees the tools and techniques PSEG Long Island has used execute its initiative-centric, cross-functional strategy. Speci cally, it will address how projects are identi ed, prioritized, and monitored for maximum e ectiveness and the organizational structure and teams created to ensure cross-functional participation, engagement, and buy- in.
SPONSOR SOLUTIONS
LESSONS LEARNED IN WASHINGTON GAS CIS TRANSFORMATION
Nasser Akari, Asst VP, Strategy &
Business Development, Washington Gas
Mark Shaver, Dir, Performance Optimization, Washington Gas
Rick Cutter, Managing Partner, AAC Utility Partners
Objectives:
• Discuss the importance and bene ts of win-win contractual agreements including the
Statement of Work that protects the utility but is fair for the system integrator;
• Share useful project governance strategies for large projects, including e ectively working with third parties;
• O er recommendations to protect your long-term investment to be con dent of operating e ciency at go-live.
Washington Gas and AAC Utility Partners architected a Program Management Strategy with measurable criteria to ensure a successful business transformation. Washington Gas is replacing
ve disparate legacy Customer Information Systems and implementing a major call center transition within a deregulated market all within a multi-state jurisdiction. Join WGL and AAC Utility Partners to learn, in real time, how WGL successfully navigated through this complex project to implement its new capabilities in an e cient and quanti able manner.
MAKING CASH CONVENIENT AGAIN Neal Barker, Director of Business Development, Fidelity Express
Additional speakers from service providers to be announced
Objectives:
• Discuss how well our industry bridges the gap to serve the cash customer;
• Deliberate the business and
36


customer bene ts of authorized vs. unauthorized, contracted vs. non- contracted and direct vs. indirect payment connections;
• Examine diversity in payment acceptance without compromising accuracy or security.
Facing steep competition, cash still remains one of the most frequently used consumer payment instruments. More than twenty-million U.S. households use cash to pay their monthly bills. And yet, cash-users
are being left behind in the rush to accept mobile and online payments. There is a need to bridge the gap
to serving these customers through
a convenient, secure option with accurate and expedient posting. Join us in exposing the issue, then nding solutions to your walk-in bill payment connection approach.
CUSTOMER ENGAGEMENT - A NEW DIGITAL ECOSYSTEMS FOR LOW INCOME PROGRAMS AND RECIPIENTS
Dan O’Brien, Director, Business
Development, Avertra
Chad Quinn, CEO, Dollar Energy
Fund
Objectives:
• Learn how Dollar Energy Fund
is rede ning how it engages low- income customers while lowering its utility partner’s costs across the country;
• Learn how digital transformation is optimizing application intake, eligibility veri cation, and
assistance distribution.
The Dollar Energy Fund (DEF), a
501 (c) 3 organization serving the limited-income communities across
11 states and 30 utilities, has set o on a new initiative to rede ne how it engages recipients of its more than $134 million in assistance and the utilities in which they partner with. Using Avertra’s MiAgent application to centralize all of its systems in their contact center, DEF is rede ning
and optimizing key processes such as application completion, eligibility veri cation, and distribution of
its assistance, DEF is striving to reduce its cost-to-serve while
further improving and extending
its capabilities. Come hear how the Dollar Energy Fund is partnering with a large natural gas distributor in the Northeast in its initial phase of this journey.
DIGITAL ENGAGEMENT: FROM A NEW TOOL TO A NECESSITY IN UNDER 2 YEARS
Indran Ratnathicam, VP, Marketing &
Strategy, FirstFuel Software Objectives:
• Improve customer satisfaction scores by identifying unique pain points in the business customer experience;
• Increase customer self-service capabilities with a personalized online platform;
• Reduce sales cycles by utilizing deep data analytics for energy.
As business customer expectations change, utilities are looking for programs that leverage energy data and customer intelligence to deliver not only an improved customer experience but also to meet sales, energy e ciency, and other program goals. As a result, most North American utilities will have made their rst signi cant investment in digital customer engagement in
the next two years. This session will explore how this rapid shift to digital engagement programs is enabling utilities to leverage customer data and deep analytics to deliver wins for all stakeholders - from program managers and account reps to the end customer.
DESIGNING THE CUSTOMER EXPERIENCE OF THE FUTURE: LEVERAGING CONNECTED DEVICES Hannah Bascom, Head of Energy
Partnerships, Nest
Je Gleeson, Head of Energy
Products, Nest Objectives:
• Gain insight into the impact connected home products can have at key points in the energy customer journey;
• Learn how connected home energy programs can help you to deliver new and engaging customer experiences within your existing regulatory structure and program budgets;
• Explore how technology in the home can help utilities deepen the customer relationship.
When are connected products
going to go mainstream, and what role do energy companies play in
the evolution of the smart home? What bene ts can utilities gain from these new connected devices? Is voice control the future operating system of the home, and what does that mean for the utility business? Customer satisfaction is a critical goal ...how can smart home products help? How can in-home technology help utilities truly deliver on the promise of personalized energy? Utility leaders are invited to Join Nest Labs for an interactive discussion about the intersection of the smart home and the future of the energy customer experience.
CLOUD SUCCESS: 5 WAYS TO OPTIMIZE YOUR CLOUD STRATEGY Oracle Utilities presenters
Objectives:
• Learn how to determine when cloud is (and is not) a good t for utilities;
• Discuss what we have to change about how we do business in order to realize the value of the cloud;
• Determine how to make cloud work with your IT roadmap.
Last year, 97% of North American utility executives reported that they were already leveraging cloud or planned to within three years. The transition to cloud is well underway in the utility industry, and as we move forward, we must make sure
Continued, next page.
37


Sponsor Solutions, continued.
we’re unlocking all of the value cloud technology can o er. In this session, we’ll take a look at the lessons learned from other industries that went before and discuss how
to leverage those lessons to ensure a smoother, faster cloud value realization for utilities. We will dive deep into ve key tips utilities can leverage now to optimize their cloud strategy.
PUTTING THE RIGHT TOOL ON THE FINGERTIPS OF YOUR CALL CENTER REPS
Scott Strean, Director, Power &
Utilities, PwC Objectives:
• Understand the high level concepts of an Agent Desktop platform;
• Provide a perspective on how
the solution provides business e ciencies across the call center;
• Review a recent case study of the solution within a call center environment.
While utilities are moving to digital solutions to serve customers better and o ering more self-service options, call centers remain critical to the overall customer experience. In fact, call center representatives (CSRs) can often be the only touchpoint a utility has with a customer, aside from a monthly bill. That’s why it continues to
be important to ensure reps have
the right tools at their ngertips.
In this session, we’ll take a look at how an Agent Desktop can help
by consolidating applications, streamlining processes and providing better and proactive customer information – all to ensure CSRs
can more e ectively interact with customers.
IMPROVING CUSTOMER SERVICE THROUGH DIGITAL CUSTOMER ENGAGEMENT & SMART ANALYTICS Harman Sandhu, Chief Strategy
O cer / VP - Product Strategy, Smart Utility Systems
Objectives:
• Address the increasing utility challenges and meet customer expectations and educate them via e ective customer service strategies;
• Understand the value of utility customer service operation through smart analytics and digital engagement;
• Drive operational value through mobile and cloud technologies.
A well-thought customer engagement strategy will not only help utilities maximize operational e ciency, but also increase customer satisfaction and improve utility customer relationship. Today, utilities are seeking analytical solutions that
can help them in identifying their customer behavior and optimize their operations from call center to
customer outreach. In this session, SUS will share insights on how innovative solutions in the area
of customer engagement and big data analytics can address the
core challenges of global energy
and utility companies – to create a sustainable future. In this workshop, SUS will share its utility experience with NL Hydro on improving their customer service operations while meeting energy e ciency goals. SUS addressed the challenges through mobile and cloud technology
by providing digital customer engagement platform that helped utility in managing cost and increase customer experience.
ADAPTING TO RESPONSIVE DESIGN IS EASY AS 1, 2, 3!
Rajat Datta, Mgr, Business
Relationship, Tata Consultancy
Services
Nayan Parikh, Mgr, Customer
Operations, PSEG Long Island Objectives:
• Learn how PSEG Long Island and TCS developed a responsive design focused on improving customer experience and working on any device, using any operating system, available anytime and anywhere;
• See our digital customer engagement strategy and provide the details of our research with J D Power, E-Source and focus groups to decide which website services and features were the
most exciting and bene cial to our
customers;
• Hear our marketing and
communications campaign strategy to invite skeptics and new users to try the platform and our services to see how easy and helpful it has become.
We’ll provide insights about our journey with Responsive Design from white board to wireframes, customer experience focus group testing, HTML and functional development, UAT
and formal public launch. We’ll share how our goal of improving customer experience led us to concentrate on understanding customer’s needs
and desires, selecting options
for software and architecture to exceed user expectations. After
deep analysis of customer research through J D Power, E-Source, Focus Groups and cross-industry best practices, we chose the features
our customers would most value. Register, Make a Payment, Start, Stop or Move services, snap and send a photo of your meter, or Report an Outage and Check Outage Status; all as easy as 1, 2, 3. Finally, we’ll present the Marketing and Communication campaigns for reaching internal
and external audiences to ensure everyone received an enthusiastic invitation to try the new site and see how well it works for our customers.
38


WHAT WORKS FOR MILLENNIALS SHOULD WORK FOR EVERYONE Brad Langley, Director, Corporate
Marketing & Communications, Tendril
Objectives:
• Present original research con rming what millennials expect from their energy providers;
• Detail best practices for engaging with millennials around energy products and services;
• Show how digital engagement is not just important for millennials, but how it can also drive
higher customer satisfaction and engagement across all classes of customer.
Millennials are the latest generation of homebuyers and energy consumers. As a group, they have unique needs and wants. Not only will they account for $1.4 trillion in spend by 2020, but as digital natives, 78% would engage over digital channels if it meant having a more personalized experience. Yet are the strategies for engaging and satisfying millennials that much di erent than every other consumer in the digital age? In this session, Tendril will detail best practices for engaging with millennials, while making the case for how those same strategies should apply to establishing a consumer- centric business model for all energy customers.
CONNECTING BUSINESS GOALS AND TECHNOLOGY SOLUTIONS Tim Almond, Executive Vice
President, TMG Consulting Mario Bauer, CEO, TMG Consulting Alec O’Brien, Vice President, TMG
Consulting
Objectives:
• Understand the connection between business and technology and the business drivers prompting di erent types of utilities – investor owned and municipalities - to consider technology investments;
• Learn application planning strategies and architecture;
• Receive metrics from real projects includes costs and resources.
With signi cant experience uncovering business goals and identifying technology products
and services to deliver those goals, leaders from TMG Consulting will share the leading modern-day drivers of technology investments among investor-owned utilities
and municipalities. They will share insights into application planning, which technologies are imperative
to managing relationships with customers now and in the future, and the order that those technologies should be considered. Additionally, TMG will share data from real projects including the number of resources needed to support solution procurement, implementation and day-to-day management, along with
costs and other statistics that are helpful for planning teams.
EXPANDING EXCELLENCE AWARDS
BEST MOBILITY IMPLEMENTATION
Join us to hear the Awards winners for large and small utility that have developed an innovative approach
to improving customer service in the meter-to-cash Customer Experience Lifecycle by applying mobility to their customer’s needs.
BEST ANALYTICS PROJECT
Come hear from the award winners for the large and small utility that have successfully completed a pilot or large-scale implementation during 2015 or 2016 that optimized analytics provided by devices, data or other related technologies to address, re-mediate or enhance customer service.
BEST CIS IMPLEMENTATION
Join us to hear from the award winners for the large and small utility to share about their highly successful Customer Information System (CIS) project implemented during 2015 or 2016.
INNOVATION IN DIGITAL CUSTOMER ENGAGEMENT
Come hear from award winners for the large and small utility that have developed an innovative approach to improving customer service.
INNOVATION IN PEOPLE & PROCESS
Come hear from the award winners for the large and small utility that have developed an innovative, low- tech or non-technological approach to improving customer service in the meter-to-cash customer experience lifecycle.
39


2017 Sponsors
-PLANTINUM-
40
HOST UTILITY SPONSOR:
-GOLD-
-SILVER-


Thank You, Sponsors!
CS Week sincerely appreciates all sponsors supporting CS Week Conference through their investment of time, energy and resources.
Oncor
American Gas Association Edison Electric Institute
PLATINUM
Harris Utilities Oracle Utilities
Smart Utility Systems Tata Consultancy Services
GOLD
AAC Utility Partners Avertra Corp.
EY
Fidelity Express FirstFuel Software Metrix Matrix, Inc. Nest Labs
PwC SAP
Simple Energy
Tendril
TMG Consulting
Host Utility Sponsorship Industry Sponsor Industry Sponsor
Special Event Sponsorship
CS Week eNews Sponsorship
Wednesday Keynote Speaker Sponsorship Registration Counters Sponsorship
Splash Branding Sponsorship
Social Media Hub Sponsorship
Tuesday Welcome Reception Sponsorship Mobile App Sponsorship
Conference Bags Sponsorship
Espresso/Barista Bar – Exhibit Hall Sponsorship
Elite Women in Utilities Sponsorship
Exhibit Hall Lounge Sponsorship
Notepads Sponsorship
Contact Center Workshop Track Sponsorship Field Service Workshop Track Sponsorship Badges & Lanyards Sponsorship
Water Receptacles Branding Sponsorship Cyber Café in Exhibit Hall Sponsorship Thursday Keynote Speaker Sponsorship O cial Survey Sponsorship
Success Stories Webinar Series Sponsorship Wednesday Luncheon Sponsorship Program Sponsorship
Conference Website Sponsorship
Attendee Orientation Sponsorship
On-Site Guide Sponsorship
CS Week Exhibitor Catalog Sponsorship Escalator Branding Sponsorship
Hotel Room Keys Sponsorship
Recharge Lounge – Level Two Sponsorship Splash Branding Sponsorship
Conference Room Sponsorship
VertexOne West
SILVER
Accenture
Black & Veatch Corporation Broadridge, Inc.
Canadian Electricity
Association
CSG International Diamond Concepts and
Consulting
Hansen Technologies Itineris
Invoice Cloud
J.D. Power
JOMAR SOFTCORP
INTERNATIONAL INC. KUBRA
Level One
Milestone Utility Services Neustar, Inc.
Origin Consulting, LLC
Paymentus Questline Starnik Utilitec
WCG Consulting Wipro Ltd
Exhibit Hall Aisle Signage Sponsorship Executive Perspectives Video Sponsorship Splash Branding Sponsorship
Spring Newsline Sponsorship
Splash Branding Sponsorship
Thursday Continental Breakfast Sponsorship Wednesday Co-Networking Bar Sponsorship Wednesday Co-Networking Bar Sponsorship Canadian Networking Reception Sponsorship
Exhibit Hall WiFi Lounge Sponsorship Wednesday Co-Networking Bar Sponsorship
Wednesday Co-Networking Bar Sponsorship Hydrate Lounge Sponsorship
Door Hanger Sponsorship
Wednesday Continental Breakfast Sponsorship Wednesday Refreshment/Snack Breaks
Pens Sponsorship
Digital Customer Engagement Workshop Track
Sponsorship
Attendee Directory Sponsorship Thursday Luncheon Sponsorship Green & Clean Hand Sanitizer Stations
Sponsorship
Billing & Payments Workshop Track Sponsorship Information Desk Sponsorship
Analytics Workshop Track Sponsorship Wednesday Co ee/Tea Station – Second Floor
Sponsorship
Strategies and Management Workshop Track
Sponsorship
Summer Newsline Sponsorship
41


2017 Exhibitors
42
List current at time of printing
3Q Global
AAC Utility Partners, LLC Accenture
ACI Worldwide, Inc.
AGENT511
Allconnect
Allison Payment Systems, LLC AllKiosk
Alorica
American Gas Association
Avertra Corp.
Basis Technologies Inc.
Black & Veatch Corporation
Blue Heron Consulting Corporation Blue Ocean Systems
Bridgevine, Inc.
Broadridge
Connect Your Leads
Contract Callers, Inc.
Convergent Outsourcing, Inc. Credit Systems International, Inc. CS Week Vehicle Booth
CSG International
Diamond Concepts and Consulting DivDat, Inc.
E Source
eBillingRewards
Media Sponsors & A liates:
Edison Electric Institute Emtec
ETAN Industries Exceleron Software, LLC Experian
EY
Faneuil
FATHOM
Fidelity Express FirstFuel Software FIS
Fiserv
Fiveworx
GC Services
Hansen Technologies Harris & Harris, Ltd. Harris Utilities InfoSend, Inc
INLET
INNER-TITE CORP. IntraNext Systems Invoice Cloud
Itineris
Itron, Inc.
IVR Doctors
J.D. Power
JetPay
JOMAR SOFTCORP INTERNATIONAL INC.
KUBRA
Level One
Metrix Matrix, Inc.
Milestone Utility Services, Inc Nest Labs
Neustar, Inc.
Oncor
ONLINE Utility Exchange Oracle Utilities
Origin Consulting, LLC Paymentus
PayNearMe
Pegasystems
Pinnacle Data Systems
Pitney Bowes PlanetEcosystems, Inc.
Plante Moran PLLC
PwC
Questline
QuotePro Kiosk
RouteSmart Technologies, Inc. SAP America, Inc.
Selectron Technologies SilverBlaze Solutions Inc. Simple Energy
Smart Utility Systems Solix, Inc.
Spectrum Corporation Starnik
Talentkeepers
Tata Consultancy Services Tendril
The MSR Group
TMG Consulting
Tyler Technologies
Utilitec
Utilities International, Inc.
Utility Meter Reader LLC
Utility Solutions Partners, LLC VariVerge
VertexOne
Virtual Hold Technology
Voice Products Inc.
Voxai Solutions, Inc.
Walletron
Water Company of America WCG Consulting
West
West Monroe Partners
Western Union Payment Services Wipro Ltd
WNS North America Inc. Worldpay US, Inc.


Birds of a Feather Networking Luncheons
Maximize your networking and educational opportunities by attending “Birds of
a Feather” Networking Luncheons on Wednesday and Thursday. Table top tents corresponding to workshop tracks in the customer experience lifecycle are signposts for attendees to sit, enjoy lunch and extend conversation.
Last, But Certainly Most!
When the Conference workshops are over and Friday’s General Session panel discussion draws to a close, there’s just one thing left – the annual CS Week Vehicle Giveaway. Utility attendees who have visited all the sponsors’ Exhibit Hall booths and secured stamps on their entry cards are eligible to win. Will your name be the next sound heard in the Ballroom? Good luck to the 2017 winner of a fabulous and fuel-e cient electric vehicle!
Tuesday, May 23, 2017
Exhibit Hall Hours
1:00 pm - 6:00 pm
Welcome Reception
4:00 pm - 6:00 pm
Sponsored by:
Exhibit Hall Hours and Activities Wednesday, May 24, 2017
Vendor Appreciation Mingle
8:45 am - 9:30 am
Invitation-Only Consultations/Demos
9:15 am - 11:15 am
Exhibit Hall Hours
11:15 am - 6:30 pm
Exhibit Hall Luncheon
12:15 pm - 1:15 pm
Sponsored by:
General Conference and AGA/EEI Networking Reception
4:30 pm - 6:30 pm Co-Networking Bars Sponsored by:
Canadian Networking Reception
4:30 pm - 6:30 pm
Sponsored by:
Thursday, May 25, 2017
Invitation-Only Consultations/Demos 9:15 am - 11:15 am
Exhibit Hall Hours
11:15 am - 3:30 pm
Exhibit Hall Luncheon
12:00 pm - 12:45 pm
Sponsored by:
Dessert & Co ee Reception
1:45 pm - 2:45 pm
43
Vendor Appreciation Mingle
Exhibitors, sponsors and industry partners are invited to the rst Vendor Appreciation Mingle located at the 12th Street Lobby on the First Level. Enjoy a light breakfast and beverages while meeting other vendors and learning about each other. Plan
to attend, vendors, for networking opportunities, along with a side of recognition and a tip of appreciation from CS Week.


PRESORTED STANDARD U.S. POSTAGE PAID
CS WEEK
2612 W Lamberth Rd, Ste 300 Sherman, TX 75092-5183
www.csweek.org
WITH INDUSTRY SPONSORS:
CSWeek2017 App is Where It’s At!
Met with overwhelming popularity and attendee enthusiasm, CS Week’s app is returning for the Fort Worth conference. CSWeek2017 is its simple, easy-to-remember name. Download it from app stores like GooglePlay and the iPhone App Store or access it via any iOS, Android and HTML5 device. The app allows attendees to interact with CS Week 41 in real time to:
• View as a mobile On-Site Guide
• Check out speaker bios
• Create a personalized interactive agenda
• See Sponsor and Exhibitor information
• Receive alerts and updates
• Complete speaker evaluations and conference surveys
• Engage in social media sites to tweet, send photos and post what’s happening
What’s new for 2017? CSWeek2017 will be set up to award points based on your using the app, and those points add up to win you prizes.
John Sild, CS Week Conference Director, will send a welcome email with download instructions
including password to all registered attendees about two weeks before Conference 41, encouraging you to install the app link: ddut.ch/csweek
CS Week sta at Registration/Check In will be ready to assist with any questions related to CSWeek2017.
Sponsored by: