Customer Connections Conference

Sunday, November 12

8:30 am – 5 pm

Preconference Seminars

Each preconference seminar requires separate registration.

8:30 am – Noon

Designing a Better EV Customer Experience
CEUs .3 / PDHs 3.25 / CPEs 3.8, Specialized Knowledge
Dive into the latest consumer research on light duty electric vehicles, including interview insights and utility EV program best practices. Walk in the customer’s shoes as they navigate the various stages of exploring, preparing for, and charging their EV. From the information they typically gather via word of mouth to the experience of talking to a dealer and figuring out their first public charge, discuss what customers know, what they’re confused about, and what they’re getting completely wrong. Review where customers are likely to experience frustration in the adoption process and consider where your utility should get involved to help.

Topics:

• EV market forecasts and adoption trends
• Utility transportation electrification programs
• Insights from public power EV/TE programs
• The customer experience journey
• Developing Customer Awareness
• Coordinating with dealerships
• Charging infrastructure and other support

Matthew Burks, Chief Strategy Officer, and Jesse Hitchcock, Lead Analyst, Customer Energy Solutions, E Source

1:30 – 5 pm

Credible Crisis Communications
CEUs .3 / PDHs 3.25 / CPEs 3.8, Communications & Marketing
When a crisis hits your utility, there’s a careful balance between not sharing information that could create further damage and creating further damage by not sharing information. Learn from a national crisis communications expert and attorney about what principles and actions help his clients win in the court of law as well as the court of public opinion. Discuss what factors make for credible communications, including strategies for reaching everyone involved, and why this approach is as important as solving the underlying problem.

Topics:

• What (not) to share
• What stakeholders want to know in a crisis
• Tips for credible communications
• What you can prepare before a crisis hits

Mark Weaver, Owner, Communications Counsel, Inc.

5 – 6:30 pm

Welcome Reception
Kick off the conference with this opportunity to unwind and network. Visit with colleagues and learn about the products and services conference sponsors offer. Reconnect with friends, forge new connections, exchange insights, and build lasting relationships in a relaxed setting.

Monday, November 13

7:15 – 8:15 am         

Networking Breakfast
Energize your morning with coffee and connections at our informal continental breakfast. Held in the bustling sponsor showcase, this is a great opportunity to immerse yourself in lively conversations with colleagues and engage firsthand with our knowledgeable industry partners.

7:15 – 8:15 am         

Newcomers Networking Breakfast
New to the Customer Connections Conference? Meet with other first-time attendees, get tips on making the most of your conference experience, and forge lasting connections that will fuel your success throughout the event.

7:15 – 8:15 am         

Joint Action & Association Breakfast
Join your joint action agency and state/regional association peers to discuss your challenges and successes over breakfast — a great opportunity for collaboration and discovery to jump start the conference.

8:30 – 10 am

Opening General Session

Honoring Our Colleagues: Smart Energy Providers and Public Power Customer Satisfaction Awards
Applaud excellence in energy efficiency and sustainability with the 2023 Smart Energy Provider designees. Celebrate exceptional customer service as we recognize the inaugural winners of the Public Power Customer Satisfaction Awards.

CEO Address

Scott Corwin, President & CEO, American Public Power Association

Embracing the Future: Utilities and AI
The applications for generative artificial intelligence — such as ChatGPT — have advanced and proliferated remarkably over the past year. AI-based technologies include software that can learn from experience and then reason and act upon information, coming up with insights that humans might not reach. These powerful, cloud-based thinking tools can be accessible even to small organizations and individuals. Review how you can embrace the efficiencies —and surprisingly personalized, proactive and predictive intelligent solutions — that can come from using AI, and how it could change how you work and live.

Michael Rogers, technology pioneer, author, journalist; and founder, Practical Futurist

10 – 10:30 am

Break

New! Take your conference passport for a tour around the Sponsor Showcase. Gather stamps by engaging with our sponsors throughout the conference. These stamps will become your ticket(s) to win exciting prizes. The more sponsors you connect with, the greater your chances of winning. Get ready to visit sponsors and enhance your conference journey!

10:30 – 11:45 am         

Breakout Sessions

Public Communications Roundtable
[Public Communications]
Gather with your utility communicator peers for a spirited networking session and discussion of the latest and most pressing public communications challenges. Roundtable topics include: the latest communications tools, branding and brand standards, and communicating the value of public power.

Customer Service Roundtable
[Customer Service]
Bring your list of hot topics and priorities in customer service to this lively discussion with your utility peers. Swap strategies and brainstorm potential solutions to mutual challenges.

Balancing Utility and Customer Demands in EV Charging
[Energy Innovation]
Examine the role your utility plays at the nexus of the drive to develop widely available EV charging with the need to maintain affordable and reliable electric service. Discuss the implications of different aspects of EV charging infrastructure for both utilities and customers and what business models could promote charging accessibility and financial sustainability in your community. Learn what route other utilities are taking to build a network within their systems, from public-private partnerships to demand-based pricing, and how your utility’s involvement can enhance the EV customer experience and drive meaningful grid impacts.

Monique Hampton, Energy Services Manager, Turlock Irrigation District, California; and Jesse Hitchcock, Lead Analyst, Customer Energy Solutions, E Source

Key Accounts Roundtable
[Key Accounts]
Connect with other key account professionals to discuss current issues in a small group setting. Share on topics such as: obstacles for key accounts, workforce concerns, and how to highlight the role of key accounts to stakeholders.

11:45 am – 1:30 pm    

Lunch on your own

1:30 – 2:45 pm

Breakout Sessions

Showing the Value of Utility Communications
[Public Communications]
Public power communicators do valuable work — but it isn’t always easy to translate what you do to meaningful business terms. Review how other utility personnel build and make a strong case for creating an adequate communications budget and staffing to best serve the community.

Joe Gehrdes, Director, External Relations, Huntsville Utilities, Alabama; and Elizabeth Kadick, Vice President, Communications, ElectriCities of North Carolina

Attaining Peak Performance: How to Elevate Customer Engagement
[Customer Service]
High-performing utilities leverage customer insights to prioritize programs, services, and communications in the pursuit of delivering unparalleled service. Discover how these insights are helping utilities continually evolve, improve perceptions and satisfaction (both internally and externally), and ensure that their services remain aligned to their customers' needs and preferences.

Michael Vigeant, CEO, Great Blue Research Inc.

Educating and Involving Customers in the Energy Transition
[Energy Innovation]
As customers become more central to the energy transition, many face a steep learning curve to make sense of the associated technical jargon, pricing structures, and energy efficiency measures. Get a grasp on how familiar customers are with various energy concepts and their concerns and interests surrounding clean energy technologies and related programs. Learn strategies for fostering a culture of consumer education that empowers customers to make informed decisions that contribute to a sustainable and resilient energy future.

Joao Blackburn, Manager of Community Engagement, CPS Energy, San Antonio, Texas; Monique Hampton, Energy Services Manager, and Lisa McMullen, Communications Specialist, Turlock Irrigation District, California; and Jason McGrade, Deputy Director, Smart Energy Consumer Collaborative

Build Your Own Key Account Cheat Sheet
[Key Accounts]
While there’s no one recipe for a key account best practice visit, there are common ingredients to getting it right — from having the right information handy to communicating effectively to build rapport. Join this hands-on session to cook up your own template key account model — starting by learning the classic recipe for success and figuring out where to make modifications to make the flavor fit your utility.  

Erick Rheam, President, Team Rheam Productions

2:45 – 3:15 pm

Break

3:15 pm – 4:30 pm

Breakout Sessions

The Customer-Focused Rates Review
[Public Communications]
Affordability is at the heart of public power. So, as customers increasingly feel the pressures of high energy bills, public power utilities need to address these concerns with compassion and carefully consider how to meaningfully engage customers struggling to afford their bills in assistance programs or structure policies to alleviate their energy burden.

Hailey Gish, Senior Product Strategist, Marketing and Communications Services, E Source; and Tiffany Henderson, Director of Corporate Communications, Kissimmee Utility Authority, Florida

Navigating the New Collections Landscape
[Customer Service]
Keeping up with evolving debt collections practices and policies can be challenging. Review how collections have changed since the COVID-19 pandemic, including regulatory changes, and how it has affected utilities. Walk through what to consider in choosing the right agency to handle your accounts and maximize results.

Alicia Holmes, Assistant General Manager – Customer Care & Solutions, Azusa Light & Water, California; and Scott Munn, Utility Exchange Sales Manager, ONLINE Information Services

How AI Is Transforming Utility Operations
[Energy Innovation]
Artificial intelligence isn’t just for organizations with deep pockets or advanced technical skills. Beyond AI-powered chatbots and virtual assistants that can handle simple queries in real-time, freeing up customer service representatives to handle more complex issues, AI algorithms can also analyze data to anticipate customer needs, optimize energy management, and predict future demand. Learn from real-world examples to see how your utility can leverage AI to better manage resources and reduce costs, from predicting and reacting to market fluctuations to helping your team save time and providing customers with a personalized experience.

Jared Combs, Business Intelligence Analyst, CDE Lightband, Clarksville, Tennessee; Juan Corredor, Chief Technology Officer, Open International; and Zachary Hardison, Vice President of Innovation, Questline

Engaging Your Key Accounts
[Key Accounts]
Managing key accounts can’t rely on intuition alone – you need feedback from your biggest customers to truly understand their perspective and how you can support their goals. Learn what tactics can help engage your key account contacts and elicit meaningful feedback, from advisory committees to focus groups, events, surveys and other methods. Discuss how to determine your key contacts and when to pull in the CEO and other stakeholders.

Al Garcia, Key Account Utility Specialist, Kansas City Board of Public Utilities, Kansas; Astrida Trupovnieks, Business Development Manager, Lodi Electric, California; and Justin York, Key Account Representative, Huntsville Utilities, Alabama

Developing Community Solar Programs
Setting up a community solar project or program requires careful study and review from many angles, and active customer engagement. Learn how the Department of Energy’s National Community Solar Partnership can assist your utility in the decision-making process, including what tools can help you analyze community solar economics, how to design your program to meet customer expectations and priorities, and how to engage customers throughout program development and implementation.

Samuel McClendon, Environmental Program Coordinator, Customer Renewable Solutions, Austin Energy, Texas; Joyce McLaren, Research Analyst, National Renewable Energy Laboratory; and Paul Zummo, Director, Research & Development, American Public Power Association

5 pm

Happy Hour with Colleagues
Enjoy a refreshing drink and engage in dynamic conversations at this informal pay-your-own-way happy hour. Unwind, connect with your fellow attendees, and envision the future.

Tuesday, November 14

7:15 – 8:15 am

Women in Public Power Networking Breakfast
Ignite empowering connections as you join a vibrant gathering of women in public power, fostering engaging conversations that unravel shared challenges, embrace exciting opportunities, and propel our industry forward.

7:15 – 8:15 am

Networking Breakfast
Get ready for another day with a boost of caffeine and the opportunity to ignite meaningful connections with your fellow attendees and conference sponsors at this informal continental breakfast.

8:30 – 10 am

General Session

Honoring Our Colleagues: Key Account Certificate Program Graduates
Congratulate the newest graduates from the Academy’s Key Accounts Certificate Program.

Chair’s Address
David Osburn, General Manager, Oklahoma Municipal Power Authority, and Chair, American Public Power Association

The Common Sense Clean Energy Revolution
As more voices weigh in on what the electric system of the future should look like, utilities and the power sector are feeling pressure to defend their long-term planning and try out new approaches. There is no one-size-fits-all pathway to transitioning to clean energy, but there are ample opportunities to try out new technologies and an emerging suite of tested, common-sense solutions. Explore climate policy and clean energy trends from around the U.S. and the world, including what people and businesses say they really want for our energy future and what technologies venture capitalists are investing in. Learn how to message your community on clean energy, and what you can do to position your organization to take advantage of the energy investments that make sense for you and influence the energy use and policy changes in your community.

Barry Moline, Executive Director, California Municipal Power Association

Honoring Our Colleagues: Excellence in Public Power Communications
Immerse yourself in visionary communication strategies that will leave you enlightened and motivated as we showcase the videos capturing the highest honors this year in the prestigious Excellence in Public Power Communications Awards.

10 – 10:30 am

Break

10:30 – 11:45 am

Breakout Sessions

Establishing and Humanizing Your Brand
[Public Communications]
Public power is about more than electricity – it’s about community. Whether you are looking to establish or reestablish your brand, ensuring that people are part of your brand is a critical element to showcasing this value. Get ideas for how you can “humanize” your materials and messaging by featuring your employees and your community connections.

Melissa Sorola, Vice President, Corporate Communications & Marketing, CPS Energy, San Antonio, Texas; and Julio Torrado, Director of Human Resources & Communications, Keys Energy Services, Florida

AMI 2.0: The Next Generation
[Customer Service]Utilities that already rolled out advanced metering infrastructure are shifting their focus from initial implementations to how to extract more value from these major investments now and into the future. Whether your utility is facing a technical upgrade of hardware and/or software solutions or seeking to implement more mature best practices, learn how other public power utilities have evolved their AMI strategy and processes to further enhance operations and customer engagement. Also learn about the AMI 2.0 Innovation Council and how this network of utility peers and solutions providers helps share the emerging lessons across advanced utility AMI engagements.

Nicole Brumbaugh, Manager of Retail Technology, Billing & Technology, and Customer Care, Nebraska Public Power District; Niki Butler, Commercial Service Manager, Huntsville Utilities, Alabama; and Chad Edens, Executive Director, Utegration, LLC

Tapping Federal Infrastructure Funding for Innovation
[Energy Innovation]
Explore the various grants and tax incentives made available to public power through the bipartisan infrastructure law and Inflation Reduction Act. Learn how you can support customers in accessing consumer-focused incentives, particularly those related to electrification. From funding for electric vehicle infrastructure to modernizing the electric grid, gain an understanding of the eligibility criteria, application procedures, and compliance obligations for these opportunities. Also discuss the potential challenges and limitations, including co-funding, matching requirements, and administrative considerations.

Gelane Diamond, Associate Attorney, Duncan, Weinberg, Genzer & Pembroke; and Sarah Mathias, Government Relations Director, American Public Power Association

Utilizing Technology for Key Accounts
[Key Accounts]
Hear how utilities are elevating their key accounts program by using both tried and true technologies — such as outage management, AMI, and infrared cameras — and new technologies such as Customer Information Systems, data logging, and advanced telecommunications. Discuss how these tools can enhance the modern customer expectations.

John Bleiker, Account Manager, and Bart Brockway, Regional Account Manager, Milsoft Utility Solutions; and John Jackson, Energy Services Manager, CDE Lightband, Clarksville, Tennessee

11:45 am – 1:30 pm

Lunch on your own

1:30 – 2:45 pm

Breakout Sessions

Setting a Social Media Strategy
[Public Communications]
With constantly changing algorithms, features, and platforms, it can feel daunting to keep up with the latest and greatest on social media. Learn how you can sift through the noise and focus your social media strategy on what’s right for your brand and where your key audiences want to engage.

Lorri Foster, Director of Marketing and Communications, Logansport Utilities, Indiana; and Brandon McMillan, Communications Specialist, Turlock Irrigation District, California

Guiding Your Organization Through the Implementation Journey
[Customer Service]
Hear one utility’s implementation journey as it rolled out new CIS, CSS, and MDM systems. From assembling the right team members for the job to ensuring a collaborative approach, walk through the process and capture the lessons learned about where your team should be ready to adapt and what factors are key in ensuring the new systems enhance customer experience.

Mike Beener, Shane House, and Leroy Peter, Special Projects Coordinators, and Rhonda Reaves-Smith, Assistant Director, Customer Operations, City of Tallahassee Electric Utility, Florida

Making Distributed Technologies Work for You
[Energy Innovation]
Explore the benefits and challenges of distributed energy resources and virtual power plants, including energy storage systems, demand response programs, and microgrids. Review how these technologies can enhance operations, such as by increasing grid flexibility, and enhance customer service, such as by allowing for offering innovative pricing structures, personalized energy management solutions, and seamless communication channels. Discuss how your customer service team can play a role in promoting customer participation in DERs and VPPs, such as by providing educational resources, facilitating the installation process, and addressing common concerns and questions.

Jonathan Kleinman, CEO, AIQUEOUS; and Michael Lazorchak, Manager, Regulatory Affairs, Stowe Electric Department, Vermont

Leveraging Data for Key Accounts
[Key Accounts]
Utilities are surrounded by data sources. Hear how utilities are collecting data, putting it together and presenting it to stakeholders, including their key accounts, the CEO and the board. See what they track, how they are tracking, how they are reporting back, and why it’s important to your utility.

Cody Graves, President, Automated Energy, Inc.; and Adriana Scavio, Product Manager, Questline Digital

2:45 – 3:15 pm

Break
Take advantage of this final opportunity to network with conference sponsors.

3:15 – 4:30 pm

Breakout Sessions

Public Communications Rapid-Fire Roundtable
[Public Communications]
Join your fellow communicators to tackle your common challenges. Submit topics in advance for a rapid-fire Q&A and brainstorming session. You can be sure you’ll get more than you give at this roundtable.

Keeping Customers Out of the Dark
[Customer Service]
Even if you don't have an outage management system, there are many strategies you can employ to engage with customers around outages. Learn about the latest — and straightforward — technologies that allow for effective communication around load curtailment that result in successful dynamic load control (instead of rolling blackouts). Come away with a better understanding of the relative benefits of using social media, email, phone calls, and text — and how to use each channel wisely.

Kelly Davis, Senior Marketing Manager, WPPI Energy, Wisconsin; Jef Gray, Vice President of Information Technology, Kissimmee Utility Authority, Florida; and Mark Nielsen, Executive Chairman, TextPower

Understanding AMI: Beyond the Meter
[Energy Innovation]
There’s much more to advanced metering infrastructure than the smart meter itself — the technical and operational aspects of AMI also encompass communication networks and data management systems. Get a comprehensive overview of the functions AMI can support, from outage management to time-of-use pricing and customer engagement. Gain deployment lessons learned from utilities that implemented AMI, such as effective stakeholder engagement, comprehensive testing and validation, and proactive cstomer communication.

Jared Combs, Business Intelligence Analyst, CDE Lightband, Clarksville, Tennessee; Branndon Kelley, Sr. Vice President, Strategy & Innovation and Chief Strategy Officer, American Municipal Power, Inc., Ohio; and Jose Molina Bravo, Manager of Member Services Development - Substations, Florida Municipal Power Agency

From Account Manager to Energy Advisor
[Key Accounts]
As customer expectations increase, utility offerings expand, and competition in energy services heats up, key account managers must take on more advisory roles. Discover strategies for transforming your thinking and developing the skills necessary for you to become a strategic, proactive energy advisor that customers turn to as their first stop before making energy decisions.

Jane Hinds, Energy Management Specialist/Key Accounts, Columbia Water & Light Department, Missouri; Kellee O’Rourke, Customer Relations Program Manager, Pasadena Water & Power, California; and Dale Odom, Supervisor, Retail Energy Services, ElectriCities of North Carolina

6 – 7:30 pm

Reception
Unwind with fellow attendees, share conversations with friends, and create lasting memories at this relaxed reception.

Wednesday, November 15

7:15 – 8:15 am

Networking Breakfast
Seize the final networking opportunity of the conference as you gather with your peers at this informal continental breakfast. Don’t miss out on this last chance to foster connections that will endure after the conference ends.

8:30 – 10 am

Closing General Session

Honoring Our Colleagues: Excellence in Public Power Communications
Celebrate winners of the Excellence in Public Power Communications awards — including the Audience Choice video award. 

127 Hours: Turning Adversity to Advantage
An extraordinary example of the human spirit pushed to the extreme, Aron Ralston’s legendary tale of survival and post-traumatic growth, which inspired the Academy Award-nominated film, 127 Hours, personifies resilience, perseverance, and the power of our minds. Learn Aron’s simple steps for embracing—rather than resisting—a crisis and how taking compassionate accountability for our mistakes enables us to choose a future of growth and resilience. At a time when life's boulders are more intense than ever, reflect on how gratitude for the hardship we encounter can both strengthen and soften us.

Aron Ralston, Fearless Adventurer & Subject of the Film, 127 Hours

10 am

Conference adjourns