Conference Sessions—Tuesday P.M.


Tuesday, November 7

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

Customer ServiceBreaking Through: Customer Service Communications
You’re providing great programs and services to your customers, but do they know that? In an era of content overload, you need to break through the clutter and get customers to pay attention to what you offer. Hear from utilities that are communicating effectively with customers through multiple channels — from tried-and-true approaches to innovative marketing campaigns. Get new ideas on how you can make your customer service messaging stick.

Lauren Schaake Hudson, Program Manager, Customer Services & Conservation, Truckee Donner PUD, California

Energy ServicesEnergy Services Hot Topics Workshop
Join your fellow energy services professionals to develop solutions to industry issues. Dive into your burning questions, brainstorm with your peers, and gather ideas to take your energy services to the next level.

Key AccountsDon’t be Afraid to Toot Your Own Horn
Your SAIDI/SAIFI stats may be the gold standard for the industry, but do your biggest customers know that? Most mass communication is not tailored for key accounts. Learn how to proactively communicate the great things you’re doing for your customers using language they understand.

Public CommunicationsMedia Pitch Tank: Selling Your Story
Watch as public power communicators pitch story ideas to a panel of reporters in the “Public Power Pitch Tank.” Learn why your media pitches may be falling flat and how you can adjust your story pitches to appeal to journalists. Hear about the state of media and learn how you can better craft your messages to increase and improve coverage in your community.

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 ServiceEngaging Customers through Data and Technology
An increasingly digital and interconnected world means that your customers expect more detail, more communication streams, and more choices. Learn how you can leverage technology and data to ensure that your customer service, operations, and marketing efforts are strategically planned, integrated, and executed for best results.

Jasper Schneider, Vice President of Member & INdustry Engagement, National Information Solutions Cooperative, Mandan, North Dakota

Energy ServicesCommunity Solar that Works and Sells
Learn about the Community Solar Value Project, DOE’s SunShot funded effort to support innovation in utility-led community solar programs, and what it means for your distributed generation efforts. Discover how SMUD has achieved success with community solar. Get lessons learned and replicable strategies from other public power for successful programs. Prepare to lay the groundwork in your community or to market your existing programs.

Jill Cliburn, President, Cliburn & Associates, Santa Fe, New Mexico; and Patrick McCoy, Grid Strategy and Operations, Sacramento Municipal Utility District, California

Key AccountsBuiness Plans vs. Customer Action Plans
The business plan and the customer action plan serve distinct purposes. Walk through the fundamental differences between them and learn strategies for crafting effective plans.

Erick Rheam, Vice President, Business Development, Automated Energy, Bloomington, Indiana

Public CommunicationsCustomer Research: Gauge and Engage
You’ve done surveys, gathered customer data, and compiled a report. What’s next? Get the scoop on how to put research data to work for you. Take home tips for gathering actionable data, and review case studies to explore how you measure up.

Will Coffman,Partner, Bullhorn Creative, Lexington, Kentucky

5:30 — 7 p.m.
Reception
Enjoy down time with friends and colleagues over food and drinks, and grow your network of public power professionals.

 

 


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