| Monday, April 12, 2010 |
| Helping SCE Customers Get Plug-in Ready - Seth Kiner, Director, Customer Experience Management & Marketing, Southern California Edison |
| Steps taken By National Grid to Support Field Worker Safety - Wayne Schechter, Director, Customer Meter Services, National Grid |
| Evolution to the Smart Energy Ecosystem - Jon Arnold, Managing Director, WW Power & Utilities, Microsoft Corporation |
| Mobile Information – Using Mobile Devices to Connect with Your Consumers - Giff Gfroerer, Director i2SMS North America |
Risks and Rewards of the USPS Intelligent Mail Barcode and Move Update Compliance -
Mary Ann Bennett, President and CEO, The Bennett Group, Inc. |
| Discover Your Strengths, Realize Your Potential through Customer Management Outsourcing - Deb Patterson, Sr. Director Operations, Vertex Business Services |
| National Account Customer - Richard Biljetina, Director, Energy Technologies, Energy Solutions Center (ESC) |
| Filling the Pot Holes Between - Billing and the Communication Centers - Mary Boyd & Dara Green, Business Analysts, Southern California Edison |
| Customer Choices—How Automation will change our Use of Electricity! - Tom Reddoch |
| Providing Customers with On-Line Energy Information - SDG&E’s Experience - Ted Reguly, Director Smart Meter Program Office |
The Chicago Climate Action Plan-Partnership in Action - Mary J. Boettcher, Peoples Gas
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| Self-Help options: Lower Costs and Improve Customer Service - Tim Lyons Vice President, Sales & Marketing - Vermont Gas Systems |
| State Energy Office ARRA Implementation Update - Jim Ploger, Regional Coordinator, National Association of State Energy Officials |
| The Power of Speech Analytics at We Energies - Mike Stack, Sales Director Midwest Region |
| Energy Efficiency Stimulus Tales from the Trenches - Susan Stratton, Energy Center of Wisconsin |
| Impact of Smart Grid on the Natural Gas Industry - Eddie Johnston - Managing Director, GTI - Delivery Sector |
| Impact of the American Recovery and Reinvestment Act - Gil Sperling, Senior Advisor for Policy and Programs, U.S. Department of Energy |
| Natural Gas Vehicles - Craig Wagstaff, General Manager, Questar Gas |
| Field Force Driving Safety – Drive Cams - Bill Walsh, General Manager – Meter Reading, ComEd |
| Mutual Assistance Routing System (MARS) for Call Centers - Tony Simas |
| Building a continuous customer experience through technology - Frank Scumacci, Manager Customer Care, ComEd |
| Mutual Assistance Routing System (MARS) for Call Centers - Jackie Vargo Perrone, Customer Service Administrator, Tampa Electric Company |
| Email Response Management - Ed Diggs Customer Business Solutions - DVP |
| This is a free message (Text Message) from APS - Earlene Burris, Revenue Recovery Leader, Arizona Public Service |
| Webinars – Online and On Target for Customers - John Moran, Account Management Senior Leader, Integrys Energy Group |
| Discover Your Strengths, Realize Your Potential through Customer Management Outsourcing - Jim McNutt, Manager, Contact Center Operations, Piedmont Natural Gas |
Vertex / Integrys Partnership - Philip Zehren, Manager Strategic Partnerships, Integrys Energy Group
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Closing the Adoption Gap - Driving Increased Online Interaction With Your Customers
- Roger Parks Co-founder & VP Business Development |
| Tuesday, April 13, 2010 |
| Building a Voice of the Customer process that has impact and knocks down standard service myths - John Goodman, Vice Chairman, TARP Worldwide |
Building a Voice of the Customer process that has impact and knocks down standard service myths - Kathleen F. Kerr, Vice President Customer Services, New Jersey Natural Gas Company
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Manage risk, relationships and decisioning effectively and increase profit with a single, enriched view of your customer - Noemi Navarro, Experian Product Manager
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| The Power of Blackouts - Lisa Hoffmann, Duke Energy |
| Social Media Basics & Industry Context: Web 2.0 and Social Media for Utilities - Andrew Heath, Director – Customer Satisfaction Services, E Source |
| Pepco's Journey into Social Media - Andre Francis, Associate Media Representative/Social Media Representative, Pepco Holdings, Inc. |
| PG&E’s Social Media Journey - Craig Cussimanio, Director, Pacific Gas and Electric Company |
Fundamentals of Social Media - Matthew Burks, Manager – Utility Communicators & Residential Market Service, E Source
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| Using Meter Data Analytics at We Energies - Peggy Clippert, Manager-Customer Research, We Energies |
| Forecasting Bad Debt in a Volatile Economy - John Caldwell, Director of Economics, Edison Electric Institute |
| Using Personas to Design the Customer Experience - Manager – Customer Experience Management, We Energies |
| Commercial Financial Risk Analysis in a Regulated Environment- Mark Mueller, Managing Supervisor, Credit & Collections, AmerenUE |
| Managing the Customer Revenue Cycle in Tough Economic Times - Judi Blair, Director of Operations, Dayton Power and Light |
| Call Center Consolidation – Lessons learned - Michael Davidson, Director Customer Contact Centers, NiSource |
Customer Operations Consolidation Decision - Brian Kage, General Manager – Strategy and Business Transformation – Customer Relations, Integrys Energy Group
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| Customer Service and Social Media: The Qwest Method - Michael Crowley, Qwest |
Social Media Revolution -
http://www.youtube.com/watch?v=sIFYPQjYhv8 |
Dominion Safety Rap -
http://www.youtube.com/watch?v=7viGDALSoJE |
| Wednesday, April 14, 2010 |
| Advanced Web based Self-Service – A Success Story- Douglas Loux, Manager – Customer Systems Technology, AGL Resources |
| The Secret to Customer Satisfaction: Energized, Engaged & Empowered Employees - Barbara Burke, International Customer Care expert, Author and Speaker |
| Change the Way You Think About How Your Customers Think - Daryl Travis, CEO and Founder, Brandtrust |
| We Energies Brand Insights - Joan Shafer, Vice President, Customer Service, We Energies |
| Culture Shift: Energy Efficiency and the new demands it places on call centers - Barbara Porter, Vice President, Customer Service and Business Development |
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