Utility Customer Experience Management Brochure

January 26-28, 2010 Atlanta, GAIncrease customer loyalty, satisfaction and retention by providing a consistently outstanding level of service and support across multiple channels.Vinay SharmaCEOLondon HydroBarbara PorterVP Business Development and Customer ServiceNicor NationalGreg SawyersDirector Customer ServicesCitizens GasJudi BlairDirector OperationsDayton Power and LightJoseph Thomas VP and GM of Client Fulfillment United Illuminating Co.Connie McIntyreVP Customer ExperienceAGL Resources Meg NeafseyVP Customer Service CenterAmerican WaterDavid JohnsonDirector, Revenue Management and ProtectionDetroit EdisonTracey McCarthyVP Customer Financial Operations National GridKathleen KerrVP Customer ServicesNew Jersey Natural Gas CompanyGregory KnightDivision VP Customer ServicesCenterpoint EnergyDoreen HartleyDirector Customer RelationsBaltimore Gas & ElectricDwayne E. GoldsmithDirector Customer ExperienceNortheast Utilities, Windsor Vince LoVoyManager Customer Satisfaction and ValueAlabama PowerFeaturing Case Studies from Leading Customer ExperienceManagement Speakers Include:Creating Meaningful Customer Experiences that Improve Customer Satisfaction, Profitability and Your Market AdvantageWho Should Attend:Media Partners:Chief Customer Care Officers, VPs, Directors, Managers and Officersin the Electric, Gas and Water utility industries with responsibilities orinvolvement in the following areas:• Customer Service/ Experience• Payments• Customer Care Contact Center Management• Credit and Collections / Revenue Assurance• Customer Communications / OutreachBook Online At:www.marcusevansbb.com/UCEM2009Attending this Premier marcusevansConference will Enable you To: • Examine how Nicor National has adopted an employee-centric culture throughout the organization to enhance the customer experience• Discuss how London Hydro is motivating consumers to embraceconservation programs• Realize Citizens Gas’ strategy to utilize customer feedback and metrics to drive an actionable continuous process improvement to drive the bottom line• Review how National Grid is managing arrears and disconnects to minimize customer write-offs• Benefit from Dayton Power and Light’s discussion on managing their customer revenue cycle in tough economic times and international compliance risksUtility Customer Experience Management8:00 Registration and Morning Coffee8:30 Chairman’s Opening Address8:45 Case StudyPrioritizing Customer Experience and Tying Customers to the Bottom Line• Realizing the link between customer satisfaction, regulatory compliance, profitability and retention• Renewing focus on delivering an exceptional customer experience• Running lean and creating market-differentiating products and services• Creating a customer centric business strategy around a dynamic customer baseMeg NeafseyVP Customer Service CenterAmerican Water09:30 Keynote Motivating Consumers to Embrace Conservation Programs• Educating customers to manage and reduce their energy bills and usage by using DSM as a cost and energy management tool• Promoting energy efficient appliances as a tool to reduce consumption rates• Communicating the value of analyzing existing home performance to significantly reduce wasted energy• Designing incentives or rebates to offer customers for adopting load control programsVinay SharmaCEO London Hydro10:30 Networking Break11:00 Case Study Evaluating the Impact of Smart Metering on the Utility and theCustomer Experience• Examining the link to the customer service functions and the business case value of the technology implementation • Discussing what the smart grid will mean in the evolution of customer service • Examining smart meters and the impact on remote disconnections and revenue protection• Transitioning to a smart energy customer experienceJoseph ThomasVP and GM of Client FulfillmentUnited Illuminating Co.11:45 Keynote Managing the Customer Revenue Cycle in Tough Economic Times• Continuously improving the collections and payment processes to enhance the customer revenue cycle• Examining internal processes on payment assistance extensions for payment troubled customers• Evaluating strategies for the recovery of bad debt in these economically stressed time• Designing new communications and approaches with the new at-risk customerJudi BlairDirector OperationsDayton Power and Light12:45 Topical Luncheon Responding to the Growing Needs of the New Market Segmentof At-Risk CustomersYour opportunity to discuss and debate how to manage the increasing numberof customers in need of rate relief who do not qualify for traditional programs.The topical luncheon has been specifically created to ensure that all event participants have the opportunity to share their thoughts and views on this arising industry theme. Each table will nominate a representative whom willshare the thoughts and findings with the rest of the group upon reunion in theconference room after lunchMINIMIZE REVENUE LOSS WHILE ENHANCING CUSTOMER SATISFACTION12:00 Registration 12:50 Chairman’s Opening Address01:00 KeynoteAdopting an Employee-Centric Culture Throughout the Organization toEnhance the Customer Experience • Enhancing the customer experience through employee engagement• Providing real-time customer feedback and insights that mobilize employees to be aware of, own and resolve issues• Motivating employees by demonstrating the impact of their efforts through rewards and recognitionBarbara PorterVP Business Development and Customer ServiceNicor National01:45 Case Study Building Strong Customer Relationships through Customer Loyalty and Engagement• Identifying the key moments of truth in your customers’ experience • Educating customers on the product and service offerings available to reduceor manage their energy consumption• Building strong customer loyalty through proactive customer outreach and philanthropic programs • Integrating operations to increase customer acquisition, reduce attrition, and enhance advocacy• Discussing best practice customer relationship techniques to increase revenueand ensure customer satisfactionConnie McIntyreVP Customer ExperienceAGL Resources 02:30 Networking Break03:00 Case Study Understanding Your Customers to Ensure Effective TargetedCommunications• Segmenting the market and performing design analysis to deliver communications to market groups that may need more coverage• Utilizing customer satisfaction surveys and online tools• Assessing how demographic analysis can be used as a tool to maximize customer advocacy effortsDwayne E. GoldsmithDirector Customer ExperienceNortheast Utilities 03:45 Keynote Utilizing Customer Feedback and Analytics to Drive ActionableContinuous Process Improvement• Understanding the gap between the desired and existing customer experience• Perceiving meaning behind customer words – What they mean vs. what they say• Focusing on what customers really need from data analysis and creating an actionable strategy to drive the bottom line• Identifying opportunities for improving satisfaction in high-volume and high-impact service transaction areasGreg SawyersDirector Customer ServicesCitizens Gas4:30 Closing Remarks and End of Day OneMAXIMIZING CUSTOMER ENGAGEMENT AND LOYALTYREALIZING THE VALUE OF CUSTOMER FEEDBACK AND ANALYTICS IN CUSTOMER COMMUNICATIONSDay Two | Wednesday, January 27, 2010Day One | Tuesday January 26, 201001:45 Topical Luncheon Discussion02:15 Interactive Workshop Leveraging Assistance Programs Across Utility Operations Providing assistance to customers who are willing to pay their bill but may not be able is a cornerstone of corporate sustainability and proper customer service.Additionally not all customers who need help qualify for federal aid, or LIHEAP.This workshop will provide an interactive atmosphere to discuss the challengesthe industry are dealing with in providing responsive assistance programs to meetnot only the needs of the those customers in greatest need of assistance but howthese programs facilitate customer engagement and sustainability. By attending this workshop you will benefit from:• Designing low-income assistance programs that meet the needs of the customer• Promoting available assistance and affordable energy options• Communicating with low-income and at-risk customers via the contact center and web site• Offering low-income billing and payment options that help high risk customers pay their utility bill• Coordinating with assistance agencies and providing low income energy efficiency programs• Offsetting utility collection cost by encouraging cross enrollment in multiple low-income programs• Evaluating regulatory challenges of collecting payments as it affects low-income customersFacilitator:Greg SawyersDirector Customer ServicesCitizens Gas03:30 Networking Break04:00 Case Study Reviewing How to Manage Arrears and Disconnects to Minimize Customer Write-Offs• Understanding the link between disconnections, payments and collections cycles• Recognizing the importance of regulatory compliance as it pertains to disconnections• Discussing the role of the field crew in the collection and disconnection process• Facilitating delinquency prevention through customer segmentation to identify potentially high-risk customersTracey McCarthyVP, Customer Financial OperationsNational Grid04:45 Case Study Maximizing the Dimensions of Your Customer Contact Center within theCustomer Revenue Cycle• Maximizing your customer relationships and manage your resources with the human element• Preparing customer service staff with skills needed to confidently converse with customers on payment and collection issues• Training contact center personnel on managing customer complaints and achieving first call resolution• Utilizing the contact center as a utility resource in the collections and payments processDoreen HartleyDirector Customer RelationsBaltimore Gas & Electric05:30 Closing Remarks and End of Day 2Day Two | Continued8:30 Registration and Morning Coffee8:50 Chairman’s Opening Address9:00 Case Study Define, Optimize And Integrate A Multi-Channel Strategy• Encapsulating why the multi-channel customer experience matters • Integrating customers’ expectations regarding accessibility, functionality, and service levels into the strategy• Ensuring optimum service delivery across channels• Advancing towards a more self sufficient customer experience through the facilitating of self service optionsKathleen KerrVP Customer ServicesNew Jersey Natural Gas Company09:45 Case Study Engaging Customers to Utilize Self Service Options• Coordinating self-service and customer experience strategies• Discussing high consumer adoption rates and low-costmarketing/communication strategies which provide success• Introducing automated revenue management services to reduce calls to customer service• Catering self service options to meet the different facets of the dynamic customer baseVince LoVoyManager Customer Satisfaction and ValueAlabama Power10:30 Networking Break11:00 Case Study Moving Towards A Digital, Mobile And Collaborative Customer Service Experience• Maximizing technology as a customer service and communications tool • Highlighting the benefits of including billing, connections, payments and other customer services through online channels• Utilizing the web to provide timely estimated restoration times• Utilizing digital messaging as a customer interaction method• Streamlining and fixing processes to enhance customer satisfaction David JohnsonDirector, Revenue Management and ProtectionDetroit Edison11:45 Case Study Achieving Customer Satisfaction through Interactive Innovative IVR Systems• Increasing the functionality of the system to include customers’ check payments and payment extensions requests to enhance the customer experience• Utilizing system metrics to identify telltale signs of customer dissatisfaction and system sub-optimizationGregory KnightDivision VP Customer ServicesCenterpoint Energy12:30 Closing Remarks and End of Utility Customer Experience Management ConferenceMAXIMIZING THE CUSTOMER SERVICE EXPERIENCE BY OFFERINGMORE ELECTRONIC PAYMENT AND SELF SERVICING OPTIONSDay Three | Thursday, January 28, 2010Business Opportunities:A limited amount of exhibition space is available at the conference. Sponsorship opportunities covering luncheon, evening functions, and documentation also exist. For further details, please inquire to Natakii David at energy@marcusevansbb.com or 246 417 5420.In the rapidly changing climate of today's power industry, Electricity Today magazine continues to be the publication of choice for North America's utility transmission and distribution sectors. Electricity Today, a CCAB audited publication, is published 9 times a year by The Electricity Forum (a division of the Hurst Communications Group, Inc.), the conference management and publishing company for North America's electric power and engineering industry. It is distributed free of charge to electric utility personnel and electrical consulting engineers across Canada and the United States, providing up-to date information and timely articles on topics rel-evant to today's electrical power industry. Please use the following link: www.electricity-today.com. Production contact is Alla Krutous: alla@electricityforum.com 905686 1040 ex 226.Media PartnersEnergy Central, established in1996, is the leading resource connecting professionals in the global power industry to news, events, databases, insight and analysis. With six distinct web sites, seven e-newsletters and both electronic and print publications, top energy executives, managers, leaders and industry influencers have relied on Energy Central to deliver the information they use every day. We also havethe most used jobs web site, EnergyCentralJobs.com, connecting job seekers and employersin the energy industry.EnergyBiz is a bimonthly business magazine for leaders in the new power industry. EnergyBiz reaches more than 20,000 of the most influential buyers, including man-agers, executives, legislators, regulators, lawyers and consultants who make buying decisions in utilities, government, advisory firms and supplier companies. EnergyBiztarget CEOs, CFOs, CIOs, CTOs, VPs and their direct reports – quality prospects available only through Energy Central.Since 1973, has kept its readers at the forefront of major developments in the energy industry. The top daily publication among energy executives covers all aspects of the energy industry including electric utilities, nuclear power, natural gas, oil, coal and alternative fuels. For more information visit our websitewww.theenergydaily.com. More than 20,000 utility industry professionals across many career levels – including executive, senior and general management. Intelligent Utility targets professionals with decision-making responsibilities in the areas of engineering, operations, maintenance, IT, planning and analysis. Typical businesses include investorowned utilities, public power and municipal providers, rural cooperative power suppliers, federal power agencies, independent power producers, non-uniform grids and utility holding companies.Sponsor AcknowledgementsPlease write in BLOCK CAPITALSBBC659/INTUtility Customer Experience ManagementRegistration DetailsName:Position:Email:Name:Position:Email:Name:Position:Email:Company:Address:City: State: Zip:Phone: Fax:Company Size:Nature of Business:Web site:Payment MethodPlease charge my: __ Visa __ Mastercard __ Diners Club __ AmexCard Billing Address:City: State: Zip:Card Holder's Name:Signature:This booking is invalid without a signature.Card Number: __ __ __ __ __ __ __ __ __ __ __ __ __ __ __ __Verification Number:__ __ __ Exp Date: __ __ / __ __Confirmation Details – If you do not receive a letter outlining the conference details twoweeks prior to the event, please contact the Conference Coordinator at marcus evans.Registration ContractPlease complete this form immediately and fax back to: _______________________________________________________________________FAX: 888 844 4901 (TOLL FREE) OR 246 421 9610For further information call 246 417 5420AuthorizationSignatory must be authorized to sign on behalf of contracting organizationName:Position:Email:Signature: Date:Conference: Utility Customer Experience ManagementDate(s): January 26-28, 2010 Location: Atlanta, GATerms & Conditions: marcus evans: Marcus Evans Inc.1. Fees are inclusive of program materials and refreshments.2. Payment Terms: Following completion and return of the registration form, full paymentis required within 5 days from receipt of invoice. PLEASE NOTE: payment must be receivedprior to the conference date. A receipt will be issued on payment. Due to limited conference space, we advise early registration to avoid disappointment. A 50% cancellation fee will be charged under the terms outlined below. We reserve the right torefuse admission if payment is not received on time. 3. Cancellation/Substitution: Provided the total fee has been paid, substitutions at no extracharge up to 14 days before the event are allowed. Substitutions between 14 days andthe date of the event will be allowed subject to an administration fee of equal to 10% ofthe total fee that is to be transferred. Otherwise all bookings carry a 50% cancellation liability immediately after a signed sales contract has been received by marcus evans(as defined above). Cancellations must be received in writing by mail or fax six (6) weeksbefore the conference is to be held in order to obtain a full credit for any future marcus evans conference. Thereafter, the full conference fee is payable and is non-refundable. The service charge is completely non-refundable and non-creditable.Payment terms are five days and payment must be made prior to the start of the conference. Non-payment or non-attendance does not constitute cancellation. By signingthis contract, the client agrees that in case of dispute or cancellation of this contract thatmarcus evans will not be able to mitigate its losses for any less than 50% of the totalcontract value. If, for any reason, marcus evans decides to cancel or postpone this conference, marcus evans is not responsible for covering airfare, hotel, or other travelcosts incurred by clients. The conference fee will not be refunded, but can be credited toa future conference. Event program content is subject to change without notice.4. Copyright etc: All intellectual property rights in all materials produced or distributed bymarcus evans in connection with this event is expressly reserved and any unauthorizedduplication, publication or distribution is prohibited.5. Data Protection: Client confirms that it has requested and consented to marcus evans retaining client information on marcus evans group companies data-base to be used by marcus evans groups companies and passed to selected third par-ties, to assist in communicating products and services which may be of interest to theclient. If the client wishes to stop receiving such information please inform marcus evans local office or email gleavep@marcusevansuk.com. For training and secu-rity purposes telephone calls may be recorded.6. Important note: While every reasonable effort will be made to adhere to the advertisedpackage, marcus evans reserves the right to change event dates, sites or location oromit event features, or merge the event with another event, as it deems necessary without penalty and in such situations no refunds, part refunds or alternative offers shallbe made. In the event that marcus evans permanently cancels the event for any reasonwhatsoever, (including, but not limited to any force majeure occurrence) and provided thatthe event is not postponed to a later date nor is merged with another event, the Clientshall receive a credit note for the amount that the Client has paid to such permanentlycancelled event, valid for up to six months to be used at another marcus evans event.No refunds, part refunds or alternative offers shall be made.7. Governing law: This Agreement shall be governed and construed in accordance withthe law of Illinois and the parties submit to the exclusive jurisdiction of the Cook CountyCourts in Illinois. However, marcus evans only is entitled to waive this right and submitto the jurisdiction of the courts in which the Client's office is located.8. Client hereby acknowledges that he/she specifically authorizes that marcus evans charge the credit card listed above for the amount provided herein;that this Contract is valid, binding and enforceable; and that he/she has no basis toclaim that any payments required under this Contract at any time are improper, disputed or unauthorized in any way. Client acknowledges that they have read and understood all terms of this contract, including, without limitation, the provisionsrelating to cancellation.Internal Use Only: Job Code _____________ SIC Code _____________FeesSTANDARD FEES__ CONFERENCE FEE (Early Registration) @ $2,672.82__ CONFERENCE FEE (Per Delegate) @ $2,969.80__ CONFERENCE ONLINE DOCUMENTATION (Per Delegate) @ $737.80Please contact for Special Pricing for Municipals and CooperativesPrices are inclusive of service charge.PREMIER PLUS DISCOUNTS__ 3+ ATTENDEES @ $2,524.33 (Per Delegate)__ 5+ ATTENDEES @ $2,375.84 (Per Delegate) All members of a Premier Plus group must register at the same time in order to receiveany discounts. Prices are inclusive of service charge. Text2: Text1: FIRST 10 TO REGISTER SAVE 10% ON ATTENDANCE