EMACS 2017 Sessions Schedule is subject to change. Tuesday, October 10th, 2017 5:30 PM 7:00 PM Valley Overlook Welcome Reception Wednesday, October 11, 2017 7:15 8:15 AM Valley of the Sun DE Foyer 8:15 10:00 AM Valley of the Sun DE Opening General Session: Welcome! Utility Partner: Transforming the Customer Journey Michael Lowe, Salt River Project Keynote: What Should a Utility s Digital Strategy Be Amy Africa, Eight by Eight 10:00 AM -10:15 AM Valley of the Sun Foyer 10:15 AM -10:45 AM Valley of the Sun DE General Session: The Next Step in the Customer Experience Journey Adam Berke, Broadridge 10:45 AM 11:15 AM Valley of the Sun DE General Session Panel: EMACS-Past, Present and Future Scott Johnson & Stacey Bailey, Chartwell Inc. 11:15 AM 12:00 PM Phoenix BCE EXHIBIT HALL NETWORKING ACTIVITY 12:00 PM 1:15 PM Phoenix BCE LUNCH Concurrent Breakout Sessions 1: 1:30 PM 2:15 PM Customer Service Billing Self-Service Improving Satisfaction with a Customer-centric Culture Mike Wenzlaff, BC Hyrdro 2:15PM 2:30 PM Optimizing SCE s My Account Self-Service Customer Experience Linda Malek, SCE Providing an Excellent Mobile/Web Experience Glen Traasdahl, SRP Page 1 of 5
Wednesday, Oct 11, 2017 (Continued) 2:30 PM 3:15 PM Concurrent Breakout Sessions 2: Customer Experience and Field Employees Tim Melton, LG&E and KU Field Services Billing & Payment Communications Finding the Needle in the Getting the U out of Brand Haystack Using Customer Journalism Surveys and Company Data to Michael Tomberlin, AL Power Identify Opportunities to Improve Melissa Leymon, PNM 3:15 3:45 PM Phoenix BCE 3:45 PM 4:30 PM Concurrent Breakout Sessions 3: Customer Service Customer Engagement Social Media The Growing Impact of Cannabis and Indoor Agriculture Adam White, Xcel Energy Digital Engagement s Impact on DTE Energy s C&I Customers Greg Garland, DTE Energy Leveraging Video Technologies to Enhance Customer Experience When the Lights Go Out Dan Sequin, Hydro Ottawa 5:00 6:30 PM Phoenix BCE Networking Reception 6:30 PM Dutch Treat Dinner Canyon Café and Mi Amigos Page 2 of 5
Thursday, October 12, 2017 7:15 8:15 AM Phoenix BCE Foyer 8:15 10:00 AM Valley of the Sun DE General Session Keynote: Driving Innovative Options for Customers in a New Energy Landscape (Utility Partner) Stacy Derstine, Arizona Public Service Enhancing Customer Engagement and Product Design through Data Analytics Raiford Smith, Entergy 10:00 10:30 AM Phoenix BCE 10:30 11:15 AM Concurrent Breakout Sessions 4: Self Service Customer Engagement Customer Communications Benefits of Implementing an Improved IVR Kyle Hoyle, OPPD How Customer Segmentation & Digital Marketing Drives Behavior Change Susan Samuelson, FirstEnergy Stephanie Crockett, Eric Mower& Associates Xcel Energy Pursues Auto Enrollment Strategy after Major TCPA Decision Liz Lindskoog, Xcel Energy 11:15-11:30 AM 11:30 AM 12:15 PM Concurrent Breakout Sessions 5: Customer Service Employee Engagement Billing & Payment Employee Engagement Empowering Customers and KCP&L s Do Just One Thing Reducing Write-offs with Initiative Prepaid Metering Carey Bush, KCP&L Ebony Whitby, OUC Business-Centric Focus Improves Customer Satisfaction at Ameren Missouri Kristy Lovett, Ameren Missouri 12:15 PM 1:30 PM Valley of the Sun DE Lunch/Awards Ceremony 1:45 PM 2:30 PM Concurrent Breakout Sessions 6: Customer Experience Simplicity is Key: Embracing Zero Platform Engagement in a Multi-Channel World Jennifer Montague, ComEd Billing & Payment Improving the Payment Experience for Customers Lisa Compton, Consumers Energy Customer Communications Improving Customer Sentiment and Reducing Cynicism with a Positive Brand Strategy David Clauson, Westar Energy Page 3 of 5
Thursday, October 12, 2017 (Continued) 2:30 PM 2:45 PM 2:45 3:30 PM Concurrent Breakout Sessions 7: Customer Service Outage Communications Increasing Engagement and AMI Technology in Outage Satisfaction among Small and Reporting Channels Improves Mid-size Business Customers the ComEd Customer Jessica Belcher, Kevin Douty, Experience Diane Reyes, PG&E Jennifer Joseph, Mark Sayers, Andrea Wills, ComEd 3:30 PM 4:00 PM Phoenix BCE Prize Drawings and Refreshments in Exhibit Hall 4:00 PM 4:45 PM Phoenix D Presentation Program Marketing Increasing EV Adoption through Partnerships and Customer Education Jeff Beeson, KCP&L Gold Sponsor: The Risks and Rewards of Leveraging TCPA Safe Harbor Toward Auto Enrollment Bill Joiner Chief Strategy Officer, Message Broadcast William Raney Partner, Copilevitz & Canter 5:30 PM 8:00 PM The Duce Main Event Page 4 of 5
Friday, October 13, 2017 7:30 AM 8:30 AM Phoenix CD Foyer 8:30 AM 10:00 AM Phoenix CD General Session 1. TEP s People-First Strategy Drives Customer Satisfaction Denise Smith, Tucson Electric Power 2. SalesForce - Entergy 10:00 AM 10:15 AM 10:15 AM 11:45 AM Phoenix CD General Session 1. Consumer Attitudes and Preferences: Chartwell s 2017 Residential Consumer Survey Takeaways Russ Henderson Research Manager, Chartwell 3. Customer of the Future 2020 and Beyond Panelists: Dave Clauson Director Digital and Marketing Communications, Westar Energy Kristy Lovett Senior Manager, Customer Satisfaction, Ameren Missouri Tim Melton Manager Customer Commitment, LG&E and KU Julia Evans Manager, Performance & Strategy, Xcel Energy Page 5 of 5