Agenda


Sunday, November 5

8:30 a.m. – Noon
Preconference Seminar

  • Crisis Management & Communications

1:30 - 5 p.m.
Preconference Seminars

  • Website Best Practices: Understanding the Customer Journey and Improving Engagement
  • The Power of Collaboration

5:30 - 7 p.m.
Welcome Reception

Monday, November 6

7 – 8 a.m.
Networking Continental Breakfast

8 – 9 a.m.
Opening General Session

  • Association Board Chair Address
  • Excellence in Public Power Communication Videos

9:30 – 10:30 a.m.
Breakout Sessions

  • Customer Service Personalities
  • Roundtable: Energy Services Jeopardy!
  • Roundtable: Key Accounts
  • Websites and Apps: New Trends and Best Practices

10:45 a.m. – Noon
Breakout Sessions

  • Roundtable: Building Your Best CSR Team
  • Energy Efficiency Market Research Trends
  • Key Account Manager's Role in New Construction
  • Correctly Conquering Crisis, Controversy and Criticism

Noon – 1:30 p.m.
Lunch (on your own)

1:30 – 2:45 p.m.
Breakout Sessions

  • Measuring Satisfaction, Improving Performance
  • Engaging Small Businesses in Energy Efficiency
  • Customers Speak: Key Account Panel
  • Public Communications Rapid-Fire Workshop

3:15 – 4:30 p.m.
Breakout Sessions

  • Community Engagement: Flipping the Customer Service Model
  • What Do Customers Really Want?
  • Supersized Service for Mid-Size Customers
  • DIY: Design for Non-Designers
  • Roundtable: Joint Action Agencies and Associations

4:45 – 5:30 p.m.
The Power of Membership

 

Tuesday, November 7

7 – 8:15 a.m.
Women in Public Power Panel & Continental Breakfast

7:30 – 8:30 a.m.
Networking Continental Breakfast

8:30 – 10 a.m.
Breakout Sessions

  • Creating a Customer Service Culture
  • Success with Distributed Generation
  • Turning the Table on Customer Satisfaction: Key Account Success Stories
  • Public Communications Roundtable

10:30 a.m. – Noon
Breakout Sessions

  • Restoring Customer Trust: One Utility's Story
  • Engaging Underserved Communities in Energy Efficiency
  • The Whole Enchilada: DER, TOU, and Energy Efficiency
  • Grassroots Engagement: How, When, and Why?

Noon – 1:30 p.m.
Lunch (on your own)

1:30 – 2:45 p.m.
Breakout Sessions

  • Breaking Through: Customer Service Communications
  • Energy Services Hot Topics Workshop
  • Don't Be Afraid to Toot Your Own Horn
  • Media Pitch Tank: Selling Your Story

3:15 – 4:30 p.m.
Breakout Sessions

  • Engaging Customers through Data and Technology
  • Community Solar that Works and Sells
  • Business Plans vs. Customer Action Plans
  • Customer Research: Gauge and Engage

5:30 – 7 p.m.
Reception

 

Wednesday, November 8

7 – 8 a.m.
Professional Development Panel & Continental Breakfast

7:15 – 8:15 a.m.
Networking Continental Breakfast

8:15 – 9:30 a.m.
Breakout Sessions

  • Ask the Experts: Customer Service Rapid-Fire Workshop
  • The New Administration and Energy Efficiency Changes
  • Investing in Communications: Right-Sizing Your Team

10 – 11:30 a.m.
Closing General Session

  • Honoring Our Colleagues
  • Becoming a Master of Change

11:30 a.m.
Conference Adjourns

1 – 5 p.m. 
Customer Services Benchmarking Survey Results Meeting