2016 Customer Connections Presentations

November 6-9, 2016
Nashville, Tenn.

2016 Customer Connections Conference Final Program

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Frank Barth, WPPI Energy, Improving Large Customer Satisfaction, 24 pp.

Andrew Boatright, Indpenedence Power & Light, APPA Board Chair Address, 22 pp.

Christopher Bieber, Memphis Light, Gas & Water, MLGW's Efforts to Improve Customer Service with Smart Meters, 17 pp.

Patricia Cruz and Jennifer White, Leidos, Promoting Customer Service Leadership, 56 pp.

Kerri Davis, Austin Energy, Train to Retain: Key Accounts Staff Development, 6 pp.

Kim DeVoe, Fort Collins Utilities, Leveraging Data and Technology to Meet Customer Needs and Preferences, 22 pp. 

Richelle Dodds, American Public Power Association, Results of the 2016 Energy Services Survey, 14 pp.

John Egan, Egan Energy Communications, Best Practices in Complex Issue Messaging, 36 pp.

Joe Ellis, TQS Research, Steps to Improve Large Customer Satisfaction, 25 pp.

Luisa Freeman, DNV-GL, Keeping Score! Evaluating Your Energy Services Programs, 44 pp.; Handout: Why Evaluate, 1 pp.

Debbie Garrick, City of Rock Hill, Training and Retaining Your Key Accounts Staff, 9 pp.

Ryan Gleason, City of Riverside Public Utilities, Communicating with Customers in All Circumstances, 11 pp.

Sam Gonzales, American Public Power Association, Content Marketing With and Without the Media, 13 pp.

Sam Gonzales, American Public Power Association, Social Media Etiquette and Engagement, 53 pp.

Mollie Gore and J.D. Steedly, Santee Cooper, Making Distributed Generation Sense and Cents, 13 pp.

Steve Herriman, Bolivar Energy Authority, Leveraging Smart Meters to Improve Customer Satisfaction & Utility Operations, 14 pp.

Mike Hildebrand, E Source, Becoming a Proactive Energy Advisor (and other interesting things to help you get there), 52 pp.

Mike Hildebrand, E Source, Customer Experience, 24 pp.

Julia Lundin, Oracle, Working Across Departments for a Seamless Customer Experience, 3 pp.

Scott Munn, Online Utility Exchange, Regulations Impacting Customer Service, 28 pp.

Steve Noe, Tennessee Valley Authority, Making Distributed Generation Sense and Cents, 25 pp.

Ryan Orendorf, Hahn Public Communications, Next Generation Outreach: Digital Newsroom, 32 pp. 

Ryan Orendorf, Hahn Public Communications, Rate Case Messaging: The Character/Competency Conundrum, 51 pp.

Deborah Prince, Cleveland Public Power, Competing with an IOU When Your Utility Lacks a Rate Advantage, 15 pp.

Frank Rapley, EPB, Chattanooga, Tenn., and Dan Ridings, CLEAResult, eScore, 20 pp.

Erick Rheam, Automated Energy, Inc., Key Accounts Excellence, 16 pp.

Jan Rise, Freemont Department of Utilities, New Energy Services: What Do Our Customers Want?, 18 pp.

Lisa Rosintoski, Fort Collins Utilities, Road to 2020: Forging Our Efficient Future, 21 pp.

James Schreiber, Elster Solutions, Leveraging Smart Meters to Improve Customer Satisfaction and Utility Operations, 18 pp.

LeAnne Sinclair, American Public Power Association, Customer Service Policies Survey Results, 65 pp.

Brian Smith, EPB, Chattanooga, Tenn., Adding Value in a Changing Industry, 21 pp.

Rusty Smith, Marietta Power & Water, Improving Large Customer Satisfaction, 13 pp.

Kurt Stogdill, Austin Energy, Preparing for Distributed Energy Resources, 14 pp.

Steve VanderMeer, Hometown Connections, The Hallmarks of Strong Customer Service, 52 pp.

Arunkumar Vedhathiri, New York Power Authority, Leveraging Data to Deliver Better Customer Services: New York Energy Manager, 19 pp.

Michael Vigeant, GreatBlue Research, and Steve VanderMeer, Hometown Connections, What Do Customers Think of Your Utility?, 21 pp.

Fawn Walker, Norwich Public Utilities, Communicating with Key Accounts in Every Situation, 9 pp.