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5th Annual Utility Customer Experience Management

Heightening the Customer Experience Utilizing Proven Best Channels and a Pro-Active, Long-Term Approach to Consumer Engagement

24-26 Feb 2014
The Westin Colonnade Coral Gables - Coral Gables, FL, United States of America

Conference Workshop

Breaking Down All Things IVR to Avoid Complications that Impact Operational Readiness and Customer Experience

Why You Should Attend

5th Annual Utility Customer Experience Management

The highly anticipated 5th Annual Utility Customer Experience Management Conference will bring together leading customer service experts within the utilities industry to share best practices and innovative strategies for exceeding customer expectations and building long-term loyalty.

New topics of discussion at this year’s event include recent developments in digital integration and how technology is being implemented to offer a more advanced customer experience, methods for measuring customer satisfaction and how that data is being utilized, and using social media to create actionable insights that deliver improved service.

Utility customer experience professionals attending will have the opportunity to benchmark their customer service practices against their peers in a classroom-style setting that encourages audience engagement and participation. Attendees will experience 10-15 minutes of Q&A time following each session, 4+ hours of networking opportunities, and exclusive online access to speaker presentations post-event to reference back at the office.

Key Topics

  • Baltimore Gas & Electric on their success leveraging e-channels to educate customers and facilitate engagement
  • Omaha Public Power District on their integrated customer experience model for an innovative approach to achieving customer satisfaction
  • Blue Ridge Electric Membership Corporation on using the media to the utility's advantage when communicating with members throughout and outage and delivering real-time restoration updates
  • American Water on tracking customer satisfaction using a variety of measurements and methods that balance quantitative and qualitative data to prove ROI
  • Kansas City Power & Light on re-launching their public-side website to deliver enhanced online customer experience and creating a platform for more advanced marketing communications and digital strategy
  • Previous Attendees Include

    Austin Energy
    Baltimore Gas & Electric
    Black Hills Energy
    CPS Energy
    Direct Energy
    DTE Energy
    Enbridge Gas Distribution
    Entergy Texas
    First Choice Power
    Garland Power & Light
    Georgia Power
    Memphis Light Gas & Water
    National Grid
    Nicor National
    Peco Energy
    Philadelphia Gas Works
    Salt River Project
    Southern California Gas Company

    Why Choose marcus evans?

    marcus evans specialises in the research and development of strategic events for senior business executives. From our international network of 63 offices, marcus evans produces over 1000 event days a year on strategic issues in corporate finance, telecommunications, technology, health, transportation, capital markets, human resources and business improvement.

    Above all, marcus evans provides clients with business information and knowledge which enables them to sustain a valuable competitive advantage and makes a positive contribution to their success.

    Event Sponsors
    Silver Sponsor
    CDS Global
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    Silver Sponsor
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    Event Partners

    Practical Insights From

    Timothy Burke
    VP, Customer Service & Public Affairs
    Omaha Public Power District

    Meg Neafsey
    VP of Customer Service
    American Water

    Lisa Pishevar
    Managing Director, Customer and Client Experience
    Pivotal Home Solutions, an AGL Resources Company

    Gene Donaghy
    Vice President, Member Services
    Northeastern REMC

    Ammanuel Moore
    Senior eChannels Program Manager, Corporate Communications, Marketing, and Community Relations
    Baltimore Gas & Electric

    Clara Miller
    Manager, Customer Communications
    Kansas City Power & Light

    Renee Whitener
    Director of Public Relations
    Blue Ridge Electric Membership Corp.

    Cassandra Newsome
    Manager of Research & Customer Program Development
    Piedmont Natural Gas Co.

    Click Here For Full Agenda

    Voice of Our Customers
    • "This conference was very well put together and the information received was invaluable. Outstanding." - Memphis Light Gas & Water
    • "Very interesting to see how different companies are achieving similar goals. I thoroughly enjoyed this conference." - Southwest Gas
    • "Great venue for utility leaders to share best practices. The lessons learned here can quickly impact your customers' level of satisfaction and your bottom line." – LCEC
    • "Very nice conference with excellent networking opportunities with industry experts." - Black Hills Energy
    • “This conference is the perfect venue for utility professionals to share best practices and learn from each other.” – Con Edison
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    Event Contact

    For all enquiries regarding speaking, sponsoring and attending this conference contact:

    Robin Yegelwel

    455 N. Cityfront Plaza Dr.
    9th Floor
    Chicago, IL 60611

    (312) 894-6306
    Fax: (312) 894-6304