Conference Sessions—Monday A.M.
Monday, November 6
7 a.m. — 5 p.m.
7 — 8 a.m.
Networking Continental Breakfast
Get energized for the day ahead with your peers and the conference sponsors at this informal breakfast.
Association Board Chair Address
Walter Haase, Chair, American Public Power Association, and General Manager, Navajo Tribal Utility Authority, Fort Defiance, Arizona
Excellence in Public Power Communication Videos
View the innovative, informative, and entertaining winners and honorees from the American Public Power Association's Excellence in Public Power Communications Awards. Use the conference app to vote for the Audience Choice Award winner, recognized at the closing general session.
9 — 9:30 a.m.
Break with Sponsors
Customer Service Personalities
Meet your fellow conference-goers and greet other customer service personalities in this get-to-know-you session. Then learn why it is important to hire for personality when staffing your customer service team. Whether your team has high turnover or long tenures, the key to success is finding candidates who are the right fit. Discover how to identify the candidates with the greatest potential for success.
Scott Mullis, Assistant Director of Customer Relations, Greenville Utilities Commission, North Carolina; and Chris Parker, Manager, Training & Customer Interaction, Salt River Project, Phoenix, Arizona
Roundtable: Energy Services Jeopardy!
A: These professionals need to be flexible in a time of energy industry changes. Q: Who are energy service professionals? Bring your mobile device and join the energy services group for a fun and educational game on what you know — and need to know — about distributed generation, flat load growth, energy efficiency, and more.
Roundtable: Key Accounts
Discuss top-of-mind issues and opportunities for serving large commercial customers. Break off into groups of large and small utilities to discuss how to effectively manage key accounts and new utility programs. Gather best practices for serving your commercial and industrial customers.
Websites and Apps: New Trends and Best Practices
Innovations in technology are expanding how you engage with customers and stakeholders. Take a look at some of the new communication platforms and other cool tools, and refresh yourself on best practices to get the most out of your web and other digital channels.
Brett Suddreth, Vice President, Interactive, The frank Agency, Overland Park, Kansas
10:30 — 10:45 a.m.
Break with Sponsors
Roundtable: Building Your Best CSR Team
How do you ensure that your CSRs provide the best service to every customer? Join your colleagues to discuss strategies for building a team that consistently delivers service you can be proud of. Brainstorm with your peers and leave with great ideas on recruitment and retention, training and skill-building, and supporting and managing teams.
Energy Efficiency Market Research and Trends
Get up to speed with trends and benchmarks in energy efficiency, especially in market research. Learn what other utilities are doing to evaluate energy efficiency programs and review a new guidebook on evaluation. Find out how your utility could earn a proposed new Smart Energy designation from the American Public Power Association.
Luisa Freeman, Principal Consultant, DNV GL Energy, Arlington, Virginia; Alex Hofmann, Director, Energy & Environmental Services, and Tanzina Islam, Energy & Environmental Services Manager, American Public Power Association, Arlington, Virginia; and Sue Warren, Manager of Energy & Eco-Strategies, Lansing Board of Water & Light, Michigan
Key Account Manager’s Role in New Construction
Hear how large and small utilities approach new construction projects and keep track of the many roles and responsibilities. Explore the role of the project manager, key account manager, designer, and economic development specialist. Discuss practical concerns including how to price for the infrastructure or charge for dual feed service.
Wendy Stone, Senior Key Customer Representative, Silicon Valley Power, California
Correctly Conquering Crisis, Controversy and Criticism
Not every setback is a crisis. And not every dig against your utility can be ignored. But how you handle bad times can make or break your reputation. Explore strategies to navigate the sometimes choppy waters that arise when you maintain an active social media presence, receive unflattering media coverage, and field customer complaints.
Bruce Hennes, Managing Partner, Hennes Communications, Cleveland, Ohio; and Mike Kanarick, Manager of Customer Care and Communications, Burlington Electric Department, Vermont
Noon — 1:30 p.m.
Lunch on your own
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