Conference Sessions—Monday P.M.


Monday, November 6


1:30 — 2:45 p.m.
BREAKOUT SESSIONS
Recommended CEUs .1 / PDHs 1.25 / CPEs 1.5

Customer Service Measuring Satisfaction, Improving Performance
Do you understand your customers’ perceptions of your utility and their real needs and motivation? Equally important, do you understand what satisfies and motivates your employees? Hear how other public power utilities incorporate customer and employee opinions when making decisions about utility products, services, and policies. Get a report on results from a national survey of public power customers.

Michael Vigeant, Chief Executive Officer, Great Blue Research, Cromwell, Connecticut

Energy Services Engaging Small Businesses in Energy Efficiency
The small business community is a hard egg to crack for energy efficiency professionals. It’s hard to fight a lack of interest, make programs user friendly, and provide costly incentives. Discover a new approach to engaging small businesses using low-cost circuit level monitoring. Learn about new, affordable building management systems and how one public power utility helped small businesses save.

Tom Pirone, Vice President, Client Engagement, Lime Energy, Huntersville, North Carolina; and Judith Sunde, Project Manager, Market Strategies, Omaha Public Power District, Nebraska

Key Accounts Customers Speak: Key Account Panel
What are key accounts really looking for in utility services? Bring your questions to this panel and gain insight on what your business customers expect in this age of rapid change and how you can keep up. Explore how to gauge and meet the needs of your key accounts. Understand the important qualities customers are looking for in their key account manager.

Moderator: Emily Nichols, Strategic Account Management Supervisor, Sacramento Municipal Utility District, California

Panelists: Representatives from California State University in Sacramento; Intel; Golden 1 Center; and Raley’s Family of Fine Stores

Public CommunicationsPublic Communication Rapid-Fire Workshop
All of us are smarter than each of us. Join your fellow communicators in tackling crowd-sourced challenges that public power utilities face. Submit topics in advance to be tackled in rapid-fire fashion. Join the brainstorming and leave with more great ideas than you came with.

2:45 - 3:15 p.m
Break with Sponsors

3:15 — 4:30 p.m.
BREAKOUT SESSIONS
Recommended CEUs .1 / PDHs 1.25 / CPEs 1.5

Customer Service Community Engagement: Flipping the Customer Service Model
Traditionally, your utility might have waited for customers to come to you with a problem. It’s time to flip the model and try community engagement — reaching out to your customers first with solutions. Learn how CPS Energy developed and implemented a unique strategy to reach out to disadvantaged and low income customers, increase awareness of assistance programs, and improve enrollment in discount and community service programs.

Energy Services What Do Customers Really Want? 
There’s much industry talk about how customers are managing their energy use in new ways, using smart grid-enabled products, and developing new expectations about electric services. It’s time to get the customer perspective. Come and hear what they think about demand response programs, home energy management systems, solar, energy storage, and more.

Mark Brown, Senior Customer Programs Officer, Fayetteville Public Works Commission, North Carolina; and Patty Durand, President & CEO, Smart Grid Consumer Collaborative, Atlanta, Georgia

Key Accounts Supersized Service for Mid-Size Customers
Mid-sized businesses want to be treated more like key accounts, but most utilities treat them like small businesses. Join this interactive session to reconsider how to approach account management for your mid-sized business customers. Get ideas to help them feel like they are getting the attention they deserve.

Mike Hildebrand, Vice President of Business Development, E Source, Boulder, Colorado

Public CommunicationsDIY: Design for Non-Designers
Learn how to create engaging visual content even if you don’t have design experience or a huge budget. In this hands-on presentation, learn about free and low-cost apps that can help you create appealing social media content, schedule posts, and even run analytics right from your smartphone.

Leigh Darilek, Project Lead, Corporate Communications, CPS Energy, San Antonio, Texas; and Sam Gonzales, Director of Digital and Social Media, American Public Power Association, Arlington, Virginia

CC16 CS-ES-KA-PC iconRoundtable: Joint Action Agencies and Associations
Meet with your peers from joint action agencies and state and regional associations to discuss hot topics in communications, energy services, customer service, and key accounts.

4:30 — 5:30 p.m.
BREAKOUT SESSION

Recommended CEUs .1 / PDHs 1 / CPEs 1.2

CC16 CS-ES-KA-PC iconThe Power of Membership: Resources Roundtable
Are you taking advantage of all your benefits as a member of the American Public Power Association? Find out about new and popular resources and how you can leverage them to make your job easier. Discover how programs and tools can be customized for your needs. Get answers to your questions and share ideas about how we can help you succeed.

Jeff Haas, Vice President, Membership & Strategic Development, and Ursula Schryver, Vice President, Education & Customer Programs, American Public Power Association, Arlington, Virginia

 


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