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 Customer Service Conference Presentations - April 15-18, 2013 

Monday, April 15
Storm Preparedness, Tony Simas, Northeast Utilities
Segmenting Customers during Major Storm Recovery, Ken Baker, Dominion
Human Service Agencies Coordination, Sadie Kroeck, Peoples Natural Gas

Tuesday, April 16
Cultivating a Mindset of Openness, Sharon Allan, Soho Consulting
Is Your Customer Becoming Smarter Than Your CSR, Joel Gilbert, APOGEE Interactive
Models for New Customer Experience Solution, Kevin Kastner, Georgia Power
Entergy’s Deep Dive into Customer Experience, Pat Ricks and Jim Hedges, Entergy

Physcial Impacts on Meter Reading, Craig Bartley, PSEG
Meter Reading Safety Initiatives, Irene Waldron & Reina Varela, Flordia Power & Light
Keeping Current Pilot Program for Low Income Customers in Missouri, Mark Mueller, Ameren
Duke Energy New C&I E-Billing Solution, Debbie Hayes, Duke Energy & Nathan Wiech, KUBRA
Identifying Targeted Development Activities for CSRs, Latanza Adjei, Georgia Power
Call Center Optimization: Increasing Paperless Billing Adoption Rates, Peter Hampton, Kansas City Power & Light
Energy Efficiency Programs for Commercial Customers
, Gregory Dunlap, Public Service Electric & Gas
Remote Service Switches and Impacts in Field Orders, Ronnie Noble, Georgia Power
Remote Service Switches and Impacts in Field Orders, John Adair, Southern California Edison
DTE Energy's Community Outreach Program, Mark Majewski, DTE Energy
Targeted Energy Assistance Outreach, David Conn, Baltimore Gas & Electric

Wednesday, April 17
The Convergence of Change: Trends Transforming Customer Service Communication, Richard McKeown
Storm Restoration Communication, Thomas Graham, Pepco Region
Saving the Summer without San Onofre, Kevin Wood, Southern California Edison
Fracking Communication, Michael Catanzaro, Energy In Depth
Synergies between Key Account Management and Economic Development Activities, Rick Edwards, NorthWestern Energy
Enhancing the Small and Medium Business Customer Experience, Felecia Lokey Etheridge, Pacific Gas and Electric
How We Turned a Reluctant Call Center into Sales Advocates, Timothy Lubbers, SEMCO Energy
Using a Multi-Track Approach to Change Front-line Attitudes and Significantly Improve Engagement and Performance
, Candi Florence, Integrys and Barbara Burke, Barbara Burke & Associates
Northeast Utilities: Building a Bigger, Better, Stronger Company, Sharon Eberman, Northeast Utilities
Piedmont Nautral Gas: PUSH emai eBilling = Fast Paperless Adoption, Mia Haynes, Piedmont Natural Gas & Chad Somodi, Striata
AMI and Revenue Protection - Life Before and After (Part I), Clayton Dean, Tampa Electric AMI and Revenue Protection - Life Before and After (Part II), Clayton Dean, Tampa Electric
AMI and Revenue Protection - Life Before and After, Greg Lee, Georgia Power
Ashford Leader Development Grant Marketing Overview, Margie Tlapas, Ashford University

Thursday, April 18
Lighting the Way: Understanding the Smar Energy Consumer, John Juliano, IBM Institute for Business Value
EEI/AGA DataSource Customer Service Benchmarking Updates, Cathy Collet, Collet and Schafer, Inc.


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