Conference

Customer Connections Conference

For public power professionals in customer service, energy services, key accounts, and public communications
October 27 - 30, 2019
New Orleans, Louisiana

Your challenges, shared solutions

Join more than 300 public power professionals who focus on customer services and community connections. You’ll have plenty of opportunities to compare notes, discover best practices, and learn from case studies. 

Network with other utility professionals — both veterans and those new to the electric utility industry — and share ideas and experiences in addressing four critical areas: 

•    Customer Service
•    Energy Services
•    Key Accounts
•    Public Communications
 

Help us plan the 2019 conference

The Customer Connections officers and Association staff will meet in April to plan the 2019 conference. Submit your ideas for the 35+ breakout sessions, general sessions, networking events, and preconference seminars via this online survey.

Registration

Registration for the 2019 Customer Connections Conference will be open in April. The agenda will be announced in May. Register by September 27 to receive early-bird pricing. After September 27 prices increase. Book your hotel reservations directly with the Ritz Carlton New Orleans.

Who Should Attend

Conference attendees get the latest information from experts in their fields, learn about the national issues and industry-wide activities and trends that are affecting their communities and utilities, and share experiences and strategies for dealing with key issues and challenges at more than 35 breakout sessions and roundtables. 

Conference sessions are designed for utility employees at both the professional and management levels, in the fields of customer service, energy services, key accounts, and public communications. Attendees typically include specialists, coordinators, analysts, supervisors, managers, directors and vice presidents in their area of specialty. The conference is also recommended for utility employees with interests and responsibilities in conference topics and with cross-departmental responsibilities, as well as rising stars and future leaders those who would benefit from learning more about these strategic areas and making connections with the national public power community.

Conference Mentor Program

If you’re a first-time attendee, or the only one from your organization, pair up with a seasoned conference-goer who’ll show you the ropes. Your mentor will meet you at Sunday evening’s welcome reception and stay in touch with you throughout the conference.

Want to have a conference mentor or serve as one? Select the check box on the registration form or contact us at [email protected] or 202-467-2973 by October 18 to participate.

Serve as an Officer

Utility employees play a vital role in planning the conference to bring you the important topics. Incoming Vice Chairs for committees will be selected in August. Email [email protected] if you are interested in taking a leadership position in the conference by serving as an officer for one of the following tracks:

  • Customer Service
  • Energy Services
  • Key Accounts
  • Public Communications

More information

Registration 
Phone: 202-467-2978; Email: [email protected]

Hotel 
Phone: 202-467-2941; Email: [email protected]

Program/Content 
Phone: 202-467-2965; Email: [email protected]

Billing 
Phone: 202-467-2967; Fax: 202-495-7467; Email: [email protected]

Program

Registration for the 2019 Customer Connections Conference will be open in April. The agenda will be announced in May. 

The Customer Connections Conference program offers four days of keynotes, breakout sessions, and networking opportunities from Sunday to Wednesday, October 27-30. Preconference seminars on Sunday, October 27 are a great value-add. Learn more about each of these offerings.

  • Preconference seminars
  • Keynote speakers
  • Breakout sessions 
  • Receptions & Networking

Breakout Sessions

Benefit from engaging breakout sessions led by industry experts and public power colleagues — take home actionable ideas and tactics.

Breakout sessions are offered Monday through Wednesday, October 28-30. Several breakout sessions run concurrently in each time slot and you can go to any sessions you like (no need to select which breakout sessions you want to attend in advance). Browse sessions below or download the program PDF for a listing by date/time that you can share with colleagues and use to plan your itinerary. 

Breakout sessions cover topics in these tracks:

  • Customer Service
  • Energy Services
  • Key Accounts
  • Public Communications

Agenda at a Glance

Sunday, October 27

8 a.m. – 6:30 p.m.
Registration

8:30 a.m. – Noon
Preconference Seminar

  • Conducting a Customer Service Check Up

1:30 – 5 p.m.
Preconference Seminars

  • The Body Language Workshop: Ace Your Communications
  • Distributed Energy Resources and Energy Efficiency: Emerging Trends and Opportunities

5:30 – 7 p.m.
Welcome Reception

 

Monday, October 28

7 a.m. – 5 p.m.
Conference Registration

7 – 8 a.m.
Peer Networking Breakfast

8 – 9 a.m.
Opening General Session

9 – 9:30 a.m.
Break with Sponsors

9:30 – 10:30 a.m. 
Breakout Sessions

10:30 – 10:45 a.m.
Break with Sponsors

10:45 – Noon
Breakout Sessions

Noon – 1:30 p.m.
Lunch on your own

1:30 – 2:45 p.m.
Breakout Sessions

2:45 – 3:15 p.m.
Break with Sponsors

3:15 – 4:30 p.m.
Breakout Sessions

4:45 – 5:30 p.m.
Breakout Session

5 p.m.
Young Professionals Happy Hour

 

Tuesday, October 29

7 – 8:15 a.m.
Women in Public Power Networking Breakfast

7:30 – 8:30 a.m.
Peer Networking Breakfast

8:30 – 10 a.m.
Breakout Sessions

10 – 10:30 a.m.
Break with Sponsors

10:30 – Noon
Breakout Sessions

Noon – 1:30 p.m.
Lunch on your own

1:30 – 2:45 p.m.
Breakout Sessions

2:45 – 3:15 p.m.
Break with Sponsors

3:15 – 4:30 p.m.
Breakout Sessions

5:30 – 7 p.m.
Reception
 

Wednesday, October 30

7:15 – 8:15 a.m.
Peer Networking Breakfast

8:15 – 9:30 a.m.
Breakout Sessions

9:30 – 10 a.m.
Break

10 a.m. – Noon
Closing General Session


 

Registration

Registration for the 2019 Customer Connections Conference will be open in April. The agenda will be announced in May. 

Members receive substantial discounts. Not yet a member? Learn more and join now.

Member Registration Fees

American Public Power Association members receive the member rate.

Through September 27, 2019

  • $775 - Customer Connections Conference
  • $350 - Half-day preconference seminars (each)
  • $450 - Full-day preconference seminars (each) 

After September 27, 2019

  • $825 - Customer Connections Conference
  • $400 - Half-day preconference seminars (each)
  • $500 - Full-day preconference seminars (each) 

Non-Member Registration Fees

Through September 27, 2019

  • $1,550 - Customer Connections Conference
  • $700 - Half-day preconference seminars (each)
  • $900 - Full-day preconference seminars (each) 

After September 27, 2019

  • $1,600 - Customer Connections Conference
  • $750 - Half-day preconference seminars (each)
  • $950 - Full-day preconference seminars (each) 

 

Conference Mentor Program

If you’re a first-time attendee, or the only one from your organization, pair up with a seasoned conference-goer who’ll show you the ropes. Your mentor will meet you at the Sunday Welcome Reception and stay in touch with you throughout the conference.

Want to have a conference mentor or serve as one? Select the check-box on the online or PDF registration form or contact us at [email protected]; 202-467-2973 by October 18 to participate. 

 

Guest Registrations

Conference attendees are welcome to bring a guest to the receptions. Guests do not need to register.

Cancellation Policy

Registrants who cancel in writing on or before Oct. 18, 2019, are entitled to a refund of their registration fee, minus a $50 cancellation fee. Registrants who cancel after Oct. 18 will not receive a refund, but attendee substitutions will be allowed for the 2019 Customer Connections Conference only. Registrants and no-shows who do not cancel on or before Oct. 18 are responsible for the full registration fee and are not entitled to a refund.

Cancellations must be made in writing and emailed to: [email protected].

Questions?

Email [email protected]


 

Hotel

The 2019 Customer Connections Conference will take place at the Ritz Carlton New Orleans.

The elegance of New Orleans, from its breathtaking architecture to its vibrant music scene, lives on at The Ritz-Carlton. Set on the edge of the French Quarter and within a historic Beaux Arts building, the 4-star hotel is a retreat amid the energy of the city. While most iconic attractions are a short walk away, the hotel offers tranquility with a luxury spa and a lush courtyard reflecting the beauty of the nearby Garden District.

Ritz Carlton New Orleans
921 Canal Street
New Orleans, LA 70112

  • Group rate: Single/Double $249 per night, (plus 15.75% tax)
  • Group code: WHSWHSA
  • Check in: 4 p.m. / Check out: 11 a.m.
  • Main telephone: 504-524-1331
  • Reservation telephone: (800) 826-8987
  • Parking fee: Valet parking: $30
  • In-Room Wireless: Complimentary standard wireless internet 
  • Online Reservation Link: https://bit.ly/2Gaku5u

The room block will be open in April 2019. The cut-off date to receive the group rate (plus tax) is October 2, 2019. If rooms remain in the block after the cut-off date, the group rate will be honored. If not, you may be charged a higher rate. The room block may sell out before October 2, so early reservations are encouraged.

Cancelled reservations that are not resold may become a financial liability for the association, so please make your reservations thoughtfully. If you require additional assistance with housing please contact Meeting Services at 202-467-2941 or [email protected].

Scam Alert

Do NOT make hotel reservations through any third party that may contact you by phone or email. Use only the online reservation links, phone numbers, and discount codes available directly from the Association—in conference brochures and the website at www.PublicPower.org.

Assistance

For assistance making your hotel arrangements, please contact Meeting Services at 202-467-2941 or [email protected].

Transportation

The hotel is located approximately 18 miles from the Louis Armstrong New Orleans International Airport (MSY).

New Orleans

Experience New Orleans, one of America's most culturally and historically-rich destinations. Steeped in a history of influences from Europe, the Caribbean, Africa and beyond, it’s a truly unique melting pot of culture, food, and music. You'll enjoy bowls filled to the rim with gumbo, late nights in dark jazz clubs, strolls through historic neighborhoods, a relaxing morning full of café au lait and beignets, and maybe even a traditional festival. Learn more at www.NewOrleans.com

Climate/Attire
The typical daily high temperature for New Orleans during the conference is 77° F with an average daily low of 56° F. As meeting room temperatures vary, prepare to dress for cool conditions. The attire for the conference is business casual.

Questions?

Contact us at [email protected].


 

Frequently Asked Questions

Where and when are future Customer Connections Conferences?

October 27-30, 2019
Ritz Carlton
New Orleans, Louisiana

October 25-28, 2020
Hyatt Regency Minneapolis

Minneapolis, Minnesota

What educational credits are available?

Academy events include the following opportunities for educational credits:

  • Continuing Education Units (CEUs) from the International Association for Continuing Education and Training (IACET)
  • Professional Development Hours (PDHs) as established by the National Council of Examiners for Engineering and Surveying (NCEES)
  • Continuing Professional Education (CPE) Ccedits from the National Association of State Boards of Accountancy (NASBA)

Learn more about continuing education units offered. 

Is there international registration?

Online meeting registration is for U.S. and Canadian residents only. International registrants must provide a signed registration form — signed by the authorized cardholder — if paying with a credit card. Fax the completed registration form to 202-495-7484 or email it to [email protected].

Alternatively, you could send a check from a U.S. bank payable to American Public Power Association. Please mail completed form with full payment to our bank lock box:

American Public Power Association
P.O. Box 418617
Boston, MA  02241-8617

Are meals included?

The following food functions/meals are included in the registration fee:

  • Sunday – Welcome Reception
  • Monday – Continental Breakfast
  • Tuesday – Continental Breakfast; Reception 
  • Wednesday – Continental Breakfast

What is the conference dress code?

The attire for the conference is business casual. Meeting room temperatures vary, so prepare to dress for cool conditions.

How can I present at the conference?

We welcome your topic and speaker ideas for future conferences and events. To submit your idea for consideration, complete this form. Conference topics are generally determined 6-8 months before the event is held. Ideas will be kept on file for a full year, so if the agenda for the conference has already been determined, your ideas will be considered for the next year’s event, or in case any space opens up in the current year’s program. You will be contacted only if your idea is selected for an upcoming conference.