Customer Connections Conference

For public power professionals in public communications, customer service, energy innovation, and key accounts
November 13 - 16, 2022
Hyatt Regency Minneapolis

Your challenges, shared solutions

Join the national network of public power professionals who focus on customer services and community connections. You will have plenty of opportunities to compare notes, discover best practices, and learn from case studies. 

Empower Community Connections 

Meet 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 Innovation
  • Key Accounts
  • Public Communications


Co-hosted by:

Minnesota Municipal Utilities Association      Southern Minnesota Municipal Power Agency

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.

Conference sessions are designed for utility employees at both the professional and management levels, in the fields of public communications, customer service, energy innovation, and key accounts. 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.

More information

Registration: [email protected]

Program/Content: [email protected]

Hotel: [email protected]

Billing: [email protected]



The Customer Connections Conference offers three days of keynotes, breakout sessions, and networking opportunities from Monday to Wednesday, November 14-16, 2022. Preconference seminars on Sunday, November 13, are a great value-add.

Sessions cover topics in the areas of public communications, customer service, energy innovation, and key accounts.

Agenda at a Glance


Public Communications

Public Communications

Customer Service

Customer Service

Energy Innovation

Energy Innovation

Key Accounts

Key Accounts

Monday, November 14  

10:30 - 11:45 a.m.

Public Communications Roundtable Customer Service Roundtable Barriers Beyond Income Sales is Not a Four-Letter Word Managing Conflict with Confidence: 7 Tips for Better Conflict Conversations
1:30 - 2:45 p.m. Keeping it Fresh: Promoting Public Power CSR Security Awareness: Protecting Customer and Utility Data Clean Firm Supply Large EV Fleets: Your Next Key Account  
3:15 - 4:30 p.m. DIY Workshop: Easy Design with Canva Digital Enhancement to Improve Customer Satisfaction Customer Resistance to Energy Innovation Assessing the Health of Your Key Accounts Program  
Tuesday, November 15  
10:30 - 11:45 a.m. Staying Out of the Weeds: Communicating About Emerging Energy Issues No Customer Left Behind: Equity of Access to Customer Programs Planes, Trains, Automobiles, and Everything Else: The Future of Electrification Key Account Journey Mapping versus Cycle of Service  
1:30 - 2:45 p.m. Game Planning for Winning the Crisis Helping Limited-Income Customers Made Simple Changing Customer Expectations in a Connected World Large Customer Panel  
3:15 - 4:30 p.m. Public Communications Rapid Fire Workshop Rates and Customer Education: How Smart Is the AMI? Electric Vehicles: Infrastructure Quantify and Communicate the Value of Your Key Accounts  
Wednesday, November 16  
8:30 - 9:45 a.m. Taming the Social Media Beast The Secret Oxygen of the CSR: When Conflict, Communication, and True Colors in the Call Center Collide Energy Innovation Roundtable Key Accounts Roundtable  

Preconference Seminars

Preconference seminars offer more time to learn from experienced instructors in smaller groups. In these courses you will gain expert insights, learn from practical case studies, and develop strategies and tactics on the critical challenges you face. Each preconference seminar requires separate registration.

Sunday, November 13

8:30 a.m. – Noon 

Preconference Seminar: 

Electric Vehicles: Preparing for Transportation Electrification
The electric vehicle market is expanding, changing how your customers will use electricity and what charging options they expect to see in your community. Get a complete view of the latest charging technology options and learn how other public power utilities are collaborating with charging industry partners, working with commercial customers to support electric fleets, and incorporating EVs into smart city concepts. 

Dive into the considerations for modeling your community’s future needs. From home-based charging to public fast chargers and accommodating fleets, review which charging ownership and incentive models fit your utility’s profile. Discuss where and how to access funding to develop EV-related infrastructure and review options for rate design. Gain insight from one utility’s practical experience in implementing a wide array of EV initiatives, including engaging with different parts of the supply chain and designing programs that support equitable access to EVs. 


  • Electric vehicle market trends & forecasts
  • Considerations in deploying charging infrastructure
  • Funding opportunities for public power
  • Designing rates and setting prices for EV charging

Cameron Freberg, Emerging Technologies Program Manager, Austin Energy, Texas; Patricia Taylor, Director, Policy & Research, American Public Power Association; and Jennifer Wallace-Brodeur, Director, Consulting, Vermont Energy Investment Corporation

1:30 – 5 p.m. 

Preconference Seminar: 

Improving Your Team's Culture to Improve Engagement
Organizations with clear and strong cultures tend to perform better and achieve higher levels of employee engagement and satisfaction. That statement can apply to individual teams and units as much as it does to whole organizations, so if you want to improve performance and engagement in your smaller circle, start designing the culture of your team rather than letting it evolve organically. In this half-day workshop, culture expert Jamie Notter will take you through a step-by-step process for identifying the problem areas inside your team’s culture and then making concrete changes that will turn things around, including addressing internal team dynamics and improving how your team interacts with other parts of the organization. Get templates and resources you can take back and apply with your team on an ongoing basis.


  • How to spot the culture patterns in your team that are messing with success
  • Different approaches to changing team culture that produce immediate results
  • Why teams get off track, and how to fix it

Jamie Notter, Co-Founder and Growth Strategist, Propel

5 – 6:30 p.m. 

Welcome Reception

Reconnect with friends, engage with new colleagues, and meet public power’s supporters, advocates and champions that can help you succeed.  


Monday, November 14

7:30 – 8:30 a.m. 

Networking Breakfasts

  • Newcomers Networking Breakfast
    New to the Customer Connections Conference? Meet other first-time conference attendees, learn more about the conference and APPA, and make connections that you can build on throughout the conference.
  • Networking Breakfast
    Get energized for the day ahead with your peers and the conference sponsors at this informal continental breakfast
8:45 – 10 a.m.

 Opening General Session

  • Chair’s Address
    Anthony Cannon, General Manager/CEO, Greenville Utilities Commission, North Carolina, and 2022-23 Chair, American Public Power Association
  • Honoring Our Colleagues: Excellence in Public Power Communications
    Innovative, informative and inspiring: view the winning videos from APPA members honored with 2022 Excellence in Public Power Communications Awards.
10 – 10:30 a.m. 

Break with Sponsors

10:30 – 11:45 a.m. 

Breakout Sessions

  1. Public Communications Roundtable Public Communications
    Gather with your utility communicator peers for a lively networking session and discussion of the latest and most pressing public communications challenges. Share your experiences in the areas of addressing diversity, equity and inclusion in communications; capturing high-quality audio and video; keeping website information fresh and accurate; and finding unique ways to connect utility personnel with the community.  

  2. Customer Service Roundtable Customer Service
    Kick off the conference by sharing your hot topics and priorities in customer service in a lively discussion with peers from utilities like yours. Swap strategies and brainstorm potential solutions to mutual challenges. 

  3. Barriers Beyond Income Energy Innovation
    Energy efficiency and electrification programs targeted at low- to moderate-income customers are instrumental in addressing energy burden. In this session, we will look deeper at those that served to address barriers beyond income, including language, immigration status, culture and age. We will explore a program that is partnering with community-based organizations that are deeply rooted in these underserved communities to make their programs more diverse and equitable. 

    Tiffany Martin, Vice President & Chief Customer Officer, Knoxville Utilities Board, Tennessee; and Frank Rapley, Senior Manager, EnergyRight, Tennessee Valley Authority 

  4. Sales is Not a Four-Letter Word Key Accounts
    Whether we like to admit it or not, we’re all salespeople at some point in our many different roles. We all have opportunities to influence or persuade others for their benefit and potentially ours as well. Developing these skills is one of the most productive, and fun, things you can do to further your success in providing more value to your key account customers.

    Tom DuBos, Sales Manager, National Information Solutions Cooperative

  5. Managing Conflict with Confidence: 7 Tips for Better Conflict Conversations Public Communications Customer Service Energy Innovation Key Accounts
    Conflict is a natural part of human relationships, but it can wreak havoc inside organizations if it’s ignored or handled poorly. The good news is, there are some concrete approaches to dealing with conflict more effectively that you can start applying right away. Join this fast-paced and practical session and start down the road to better conflict conversations. Get some specific tools and frameworks that will have you leaning in to those difficult conversations and getting better results, faster.

    Jamie Notter, Co-Founder and Growth Strategist, Propel

11:45 a.m. – 1:30 p.m. 

Lunch on your own

1:30 – 2:45 p.m. 

Breakout Sessions

  1. Keeping It Fresh: Promoting Public Power Public Communications
    Public power utilities are challenged to stay out in front of their customers, governing bodies and employees with informative and engaging messaging on the benefits of public power with a goal of creating community champions. Hear from communicators on their creative approaches to developing messaging and leveraging all available platforms to deliver them. 

    Nicole Albers, Director of Public Affairs and Strategic Communications, Florida Municipal Electric Association; and Constance Anderson, Communications Division Manager, Turlock Irrigation District, California

  2. CSR Security Awareness: Protecting Customer and Utility Data Customer Service
    Customer service representatives are considered the front line for your utility. Utilities usually spend a lot of money training CSRs on how to treat the customers well, but what about security awareness? How do you educate and keep your staff vigilant to cyber threats? Learn data protection best practices and how your frontline employees can use them to protect your customer and utility data from hacks. Refresh your CSRs on cybersecurity basics.  

    Roger Grimes, Data-Drive Defense Evangelist, KnowBe4, Inc.; and Robert Perialas, Enterprise Customer Experience Manager, Lansing Board of Water & Light, Michigan

  3. Clean Firm Supply Energy Innovation
    Conservation and energy efficiency have played a large role in curtailing growing demand over the past decades. However, the topic of resource adequacy remains a concern as we are coming to rely more on weather-dependent, intermittent generation. What non-carbon-emitting options do we have, and are they safe? Explore a new generation of nuclear technology capable of providing a firm and inexpensive supply of energy to our nation.

    John Kutsch, Executive Director, Thorium Energy Alliance

  4. Large Electric Vehicle Fleets: Your Next Key Account Key Accounts 
    When a large customer shows up at your door and has a fleet of EVs, how do you prepare for that? What type of infrastructure do you need, who in your utility needs to be prepared and what do they need to be prepared to talk about? This session will discuss what you need to know to help support large EV fleet customers.

    Matthew Burks, Chief Strategy Officer, and Bryan Jungers, Head of Mobility, Esource; and Raymond Harper, Lead Account Advisor, Premier Account Management, and Kristina Morelos, Utility Services Specialist, Los Angeles Department of Water & Power, California

2:45 – 3:15 p.m.

Break with Sponsors

3:15 – 4:30 p.m. 

Breakout Sessions 

  1. DIY Workshop: Easy Design with Canva Public Communications
    Canva is a fantastic tool that is easy for anyone to learn to create custom designs for a variety of media. Bring your laptop and follow along with a live demo of how to use Canva to create things like stickers, infographics, social posts and even short videos. 

    Heather Contant, Director of Government & Community Relations, Delaware Municipal Electric Corporation; and Jessica Lewer, Communications & Executive Assistant, Marshfield Utilities, Wisconsin

  2. Digital Enhancement to Improve Customer Satisfaction Customer Service
    If you are seeking to better connect with your customers, this session is for you. Hear how one utility designed and implemented a new digital engagement strategy, including robust online energy audits, enhanced self-service education tools, and personalized video bill explanations that are presented to customers when their bill changes. Discover how these tools are helping CSRs respond to customer questions and concerns, helping customers take advantage of energy-saving programs, and improving customer satisfaction and the overall customer perception of the utility. 

    Kim Johnson, Key Account Manager, Apogee; and Kimberly Wright, Customer Service Manager, Fayetteville Public Works Commission, North Carolina

  3. Customer Resistance to Energy Innovation Energy Innovation
    Energy innovation is necessary in the age of rapid electrification, aggressive carbon reduction and grid resilience. As utilities grow through these innovative initiatives and programs, utilities must engage community stakeholders through the development process to build buy-in and reduce resistance. However, utilities must be prepared manage some level of customer resistance. Hear from utilities who have faced community resistance to programs like demand response, advanced metering infrastructure integration, wind energy and solar farms and how they managed.

    Gary Ivory, General Manager, Douglas County PUD, Washington

  4. Assessing the Health of Your Key Accounts Program Key Accounts
    Reassess the parameters of your key accounts program. Learn how to assess the health of your program, monitor progress and identify opportunities for improvement.

    Erick Rheam, President, Team Rheam Productions

5 p.m. 

Happy Hour with Colleagues 

Meet up with other attendees from public power utilities, affiliates and partner organizations at a relaxing, fun, pay-your-own-way happy hour at the hotel bar. Share a drink and discuss how to take on the future.


Tuesday, November 15

7:30 – 8:30 a.m.

Networking Breakfasts

  • Women in Public Power Networking Breakfast
    Join a lively discussion to connect with other women in public power about common challenges and opportunities working in the industry.
  • Networking Breakfast
    Get energized for the day ahead with your peers and the conference sponsors at this informal continental breakfast
8:45 – 10 a.m.

General Session 

  • Honoring Our Colleagues: Smart Energy Providers
    Join us to honor the utilities receiving the American Public Power Association’s Smart Energy Provider best practices designation, recognizing utilities for incorporating energy efficiencies and sustainability in their operations and services. 

  • Public Power in 2030: Forecasting the Future
    New regulations, technological innovations, workforce realities, cyber threats and changing customers are transforming the electric utility industry. What will public power look like as it enters the next decade? Get practical insight into the changing technology, economic, demographic and cultural trends that will shape our future over the coming years — and the new challenges and opportunities we are likely to face — and what it all may mean for public power and your communities. 

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

10 – 10:30 a.m.

Break with Sponsors

10:30 – 11:45 a.m. 

Breakout Sessions

  1. Staying Out of the Weeds: Communicating About Emerging Energy Issues Public Communications
    Emerging technology and environmental goals present a slew of challenges and opportunities for public power utilities. Hear from public power communicators who are effectively messaging to their customers and other stakeholders on topics such as solar net metering, distributed energy resources, carbon reduction goals and more. 

    Sarah Sciandri, Corporate Communications Supervisor, Sacramento Municipal Utility District, California

  2. No Customer Left Behind: Equity of Access to Customer Programs Customer Service
    Utility incentive programs typically fall into two categories — those intended to reach designated low-income groups, and those that are open to all customers but in reality mostly attract wealthier customers who are able to fund major improvements to their homes. To reach sustainability goals, utilities will have to electrify large numbers of homes and recruit large numbers of customers into load flexibility programs – both of which will require reaching new demographic groups that are currently underserved by existing programs. Hear about new approaches to program design and marketing, and how can learn from their successes and failures.

    Jeannine Edwards, Assistant General Manager, Sustainability, Marketing & Strategy, Burbank Water & Power, California

  3. Planes, Trains, Automobiles and Everything Else: The Future of Electrification Energy Innovation
    Take a first look into the next wave of transportation electrification. What might the future hold, and what potential impacts and opportunities may our communities face in a future where all forms of transportation may be increasingly electrified? Join us for a sneak peak of the next wave of electrification, from sea to air — this wave may be here sooner than you think.

    Keith Dennis, President, Beneficial Electrification League; and Nigel Womersley de Zaldua, Director - Airport Strategy and Business Planning, ICF

  4. Key Account Journey Mapping versus Cycle of Service  Key Accounts
    Journey mapping follows the customer experience from their perspective while the cycle of service lays out the utility’s procedures, though these are not always aligned. Learn how you can improve your customer experience through journey mapping: how to do it, the process, what to look for, hurdles and milestones.

    Zachary Hardison, Vice President, Solutions Innovation, Questline

11:45 a.m. – 1:30 p.m. 

Lunch on your own

1:30 – 2:45 p.m. 

Breakout Sessions 

  1. Game Planning for Winning the Crisis Public Communications
    Whether it comes in the form of a storm, wildfire, pandemic or personnel issue, a public power utility’s response to crisis is always stronger if it’s guided by a plan. This session will explore the components of a strong crisis communications plan as well as the process of developing, testing and refining it.

    Allison Bueche, Director of Customer & Community Relations, Kerrville Public Utility Board, Texas; and Valerie Larson-Holmes, Director of Communications, Missouri River Energy Services, South Dakota

  2. Helping Limited-Income Customers Made Simple Customer Service
    Reaching limited-income customers and enrolling them in energy affordability programs is a complex task. It requires understanding the full extent of the population that may benefit from assistance and reaching them with personalized insights and offers. Discover best practices on how public power utilities can better engage limited-income customers to promote helpful programs, and hear real-world examples of how data analytics and behavioral science are addressing these obstacles. 

    Jameela Belyeu, Product Strategy & Marketing Manager, Oracle Energy and Water; and Britton Gabel, Manager, Advocacy Solutions, Omaha Public Power District, Nebraska

  3. Changing Customer Expectations in a Connected World Energy Innovation
    Customers served by utilities with advanced metering infrastructure expect immediate access to data and timely smartphone communications. This session will explore different ways of leveraging the connected world so that your customers are not only empowered to control their usage, but also have full confidence that their utility is responding to their needs and concerns... all accomplished through the convenience of their connected device.

    Caitlin Aburrow, Senior Director, Global Product Marketing, Oracle Energy and Water; Beth Carlson, Senior Energy Services Manager - Team Lead, WPPI Energy, Wisconsin; and Elizabeth Massey, PhD, Director, Data Dynamics & Strategic Innovations, The Energy Authority

  4. Large Customer Panel Key Accounts
    Hear from a panel of key accounts. Learn about their interests and concerns as they relate to energy, what they are looking for from their utilities and opportunities to improve the service and relationships you have with your key accounts. Learn what has changed in terms of expectations and needs over the last few years.

    Brett Gorden, Section Head - Facilities Management, Mayo Clinic; and Brent Smith, Senior Manager, Environmental, Health and Safety, Textron - Arctic Cat

2:45 – 3:15 p.m.

Break with Sponsors

3:15 – 4:30 p.m. 

Breakout Sessions 

  1. Public Communications Rapid-Fire Workshop Public Communications
    Join your fellow communicators to tackle the common challenges you share. 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. 

  2. Rates and Customer Education: How Smart Is the AMI? Customer Service
    How do we educate utility customers on their rates and advantages of advanced metering infrastructure? AMI brings a mountain of enhanced data and can be mined to set rates that are more dynamic and reflective of discrete usage patterns. Learn ways that utilities have leveraged their AMI data to improve billing accuracy, reduce customer complaints (including those high usage concerns), resolve billing disputes faster and give customers rates that work for them. Hear how you can drive rate adoption and educate your customers on their rates and billing.

    Greg Calcari, Founder & Owner, mPower Innovations

  3. Electric Vehicles: Infrastructure Energy Innovation
    Customers need a place to charge their electric vehicles, but not all needs are the same: you must consider their parking situation, distribution circuits, peak demand and more. Utilities must evaluate their infrastructure and specific community needs to develop a holistic charging plan that manages their constraints to minimize the costs for the utility and customers. Get tips on how to evaluate the EV charging needs and the potential layered solution sets that exist to solve those needs. Discuss the advantages of owning the EV charging infrastructure versus enabling third parties, considerations when building programs to encourage EV infrastructure, and why having a community plan might lower your overall costs for the EV future.

    Megan Hoye, Vice President of Business Development & Policy, ZEF Energy; and James Wallace, Chief Operating Officer, Riviera Utilities, Foley, Alabama

  4. Quantify and Communicate the Value of Your Key Accounts Key Accounts
    While everyone understands that key accounts are important to the community, from a revenue, employment and community perspective, many utilities aren’t accurately quantifying or communicating the impacts. Hear how utilities are using key performance indicators, dashboards and other methods to assess the impact of large customers on the community and effectively communicate that value to utility staff, senior leadership, elected officials and key stakeholders to ensure resources are allocated to the utility and the key accounts program. 

    Linda Whittaker, Key Accounts Supervisor, Memphis Light, Gas & Water, Tennessee

5:30 – 7 p.m. 


Enjoy some food, drinks and downtime with friends and colleagues you already know, and grow your network of public power contacts.


Wednesday, November 16

7:30 – 8:30 a.m.

Networking Breakfast

Network with your peers at this informal continental breakfast. There are no speakers or moderators — just visit with colleagues and chat with sponsors.

8:30 – 9:45 a.m.

Breakout Sessions 

  1. Taming the Social Media Beast Public Communications
    Managing multiple social media platforms and sourcing engaging content requires an investment of time and money. And demonstrating the value of social media to leadership can be a challenge. Learn creative ways to plan content, measure success and highlight the return on investment.

    Michael Pells, Director, Digital & Social Communications, American Public Power Association

  2. The Secret Oxygen of the CSR: When Conflict, Communication and True Colors in the Call Center Collide Customer Service
    Who’s on the other side of the customer service experience in your utility? How does that CSR navigate the stress of the job, the volatility of the call, the pace of the day and the overall team experience? How can your managerial style work in conjunction with their operational approach? Don’t miss this fast-paced, highly intuitive and thought-provoking workshop to see how you can apply tangible strategies based on a True Colors model of “oxygen” with your CSR team.

    Eric Rowles, President, and Fred Baker, Senior Training Associate, Leading to Change

  3. Energy Innovation Roundtable Energy Innovation
    Gather with your peers to continue the conversation on hot topics in energy innovation. Share your program successes, failures and lessons learned. Discuss how you communicate technical programs and changes in technologies and rate structures to your customers and how you engage customers in the expanding digital frontier. 

  4. Key Accounts Roundtable Key Accounts
    Connect with other key account professionals to discuss current issues in a small group setting. Select the issues that interest you from topics solicited from attendees prior to the conference.

9:45 – 10:15 a.m.

Break with Sponsors

10:15 – 11:45 a.m.

Closing General Session 

  • Honoring Our Colleagues: Excellence in Public Power Communications and Certificate Program Graduates
    Celebrate winners of the Excellence in Public Power Communications awards — including the Audience Choice video award. Congratulate the newest graduates from the Academy’s Key Accounts Certificate Program. 

  • Oreos, Netflix and Our Disruptive Innovation: Sparking Transformative Change
    What do Oreos, Netflix and your work all have in common? Just as utilities must constantly innovate to succeed in our rapidly transforming industry, we each have the potential to transform our work and industry by veering from our traditional approaches and sparking an innovative change in how we operate. In this hands-on, example-filled presentation, we’ll explore how “disruptive innovation” can be applied to our workplaces while remaining true to the structure and integrity of our mission. Get ready to dream, brainstorm and walk away with a multitiered design of change… and maybe even a cookie or two.

    Eric Rowles, President, and Fred Baker, Senior Training Associate, Leading to Change



Conference Registration Fees

  Members                 Nonmembers         
  Register by
Oct. 14
Oct. 14
Register by Oct. 14 After
Oct. 14

Customer Connections Conference

$875 $925 $1,750 $1,800
Preconference Seminars (each) $350 $400 $700 $750

Not yet an American Public Power Association member? Join today and save $825 on your conference registration. Contact [email protected] to learn more. 

Group Discounts

Save money on each registration for the Customer Connections Conference when your organization registers five or more people. The larger your group, the more you save! 

Number of registrants Discount
(per person)
Registration Fee

(per person, before Oct. 14)
1-4 n/a $875
5-9 $50 $825
10-14 $100 $775
15-24 $150 $725
25+ $200 $675

Your group discount will be automatically applied when you register a group of 5 or more people. Registrations must be submitted on the same order (at the same time) to qualify for the group discount; discounts cannot be retroactively applied to previous orders. 


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

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

Cancellation, Refund, and Substitution Policy

Registrants who cancel in writing on or before Monday, November 7, 2022 are entitled to a refund of their registration fee, minus a $50 cancellation fee. Registrants who cancel after November 7, 2022 will not receive a refund, but attendee substitutions will be allowed for the 2022 Customer Connections Conference only. Registrants and no-shows who do not cancel on or before November 7 are responsible for the full registration fee and are not entitled to a refund of their registration fee. 

Cancellation requests must be made through your my.publicpower portal, or addressed to: [email protected].

Code of Conduct

Attendees of American Public Power Association meetings agree to abide by the APPA Code of Conduct. If attendees engage in unacceptable behavior as outlined in the Code of Conduct, the Association may take any action it deems appropriate, including, but not limited to, expulsion from the current and future meetings with no warning or refund.

Contact Us

Registration: [email protected]

Program/Content: [email protected]

Hotel: [email protected]

Billing: [email protected]


The 2022 Customer Connections Conference will take place at the Hyatt Regency Minneapolis in Minneapolis, Minnesota.

Hyatt Regency Minneapolis
1300 Nicollet Mall
Minneapolis, MN  55403

Whether you want to check out nearby Minneapolis entertainment districts or explore fun things to do in the Twin Cities, the convenient location of the Hyatt Regency Minneapolis on Nicollet Mall puts you in the heart of it all. Located steps from Target Center, Target Field, and the new US Bank Stadium, we make it easy to see a variety of professional sporting events, including the Vikings, Twins, Timberwolves, and Lynx. 


  • Main Telephone: (612) 370-1234
  • Group Rate: Single/Double $195 per night (plus tax, 14.025%)
  • Reservation Cut-off Date: October 21, 2022
  • Reservation Telephone: (877) 803-7534
    • Group Code: APP2
  • Online Reservation Link 


  • Check in: 4 p.m. Check out: 12 p.m.
  • Parking:
    • Valet: $39
    • Self-parking: $24 
  • Internet access: Complimentary wireless internet in sleeping rooms

Reservations & Cancellations

The cut-off date to receive the group rate October 21, 2022. The room blocks may sell out before October 21, so early reservations are encouraged. Make your reservations directly with the hotel using the links or telephone numbers above.

Cancelled reservations that are not resold may become a financial liability for APPA, so please make your reservations thoughtfully.

Scam Alert

Please 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 APPA —in conference brochures and the website at

Questions and Assistance

For questions or assistance making your hotel arrangements, contact [email protected].

COVID-19 Safety Protocols

The safety of those attending the American Public Power Association (APPA) 2022 Customer Connections Conference is our top priority. Below are some of the steps we are taking to ensure the safety of all meeting participants, and our expectations for all conference participants. All participants must agree to abide by these standards. 

Note: These policies may be updated if CDC guidance changes. Any changes to these safety protocols will be communicated to all participants before the conference.

Before You Travel

  • We recommend all participants get a COVID test no more than 3 days before traveling to the conference. You will not be asked to show any proof of negative test results. 
  • Participants should abide by CDC guidelines for quarantine or isolation if you are exposed to or test positive for COVID-19 in the days leading up to the the conference. 
  • If you need to cancel your registration due to COVID or possible COVID exposure, send your cancellation request to [email protected].

On-site Safety Protocols

  • Masks will not be required, but APPA will make masks available for all participants who may want to wear one.
  • Participants should complete a self-assessment each day before entering the APPA meeting space (see below). 
  • Engage in appropriate physical distancing and hygiene practices.
  • Be respectful of all other attendees and their comfort levels regarding distancing, masking, etc.
  • Do not attend the event if you are ill, actively experiencing any COVID-19 symptoms; participants who have recently been exposed to or tested positive for COVID should follow CDC guidelines to determine if it is safe for them to participate. 

Daily Self-Assessment

Each day of the conference, participants should complete a self-assessment before entering the meeting space to ensure: 

  • You are not currently experiencing any COVID-19 symptoms that can't be explained by something else;
  • You have not recently come into close contact with someone with COVID-19 or experiencing COVID-19 symptoms; and 
  • You are continuing to follow CDC and local guidance. 


Contact us at [email protected].

Frequently Asked Questions

Where and when is the next Customer Connections Conference?

November 12-15, 2023
Hyatt Regency San Antonio
San Antonio, Texas

How can I get more involved in the conference? 

Utility employees serve as officers on the conference planning committees, playing a vital role in planning the conference. 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 Innovation
  • Key Accounts
  • Public Communications

What is the policy on refunds, cancellations and attendee substitutions?

Registrants who cancel in writing on or before November 7, 2022, are entitled to a refund of their registration fee, minus a $50 cancellation fee. Registrants who cancel after November 7 will not receive a refund, but attendee substitutions will be allowed for this event only. Registrants and no-shows who do not cancel by November 7 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].

Can I earn educational credits for attending this conference?

Yes, you can earn the following kinds of educational credits during the conference:

  • 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) Credits from the National Association of State Boards of Accountancy (NASBA)

To receive a certificate for your participation, participants must complete the online conference evaluation after the event.

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.

What is the APPA Code of Conduct for meeting attendees?

Attendees of American Public Power Association meetings agree to abide by the APPA Code of Conduct. If attendees engage in unacceptable behavior as outlined in the Code of Conduct, the Association may take any action it deems appropriate, including but not limited to, expulsion from the current and future meetings, with no warning or refund.

More questions?

Contact [email protected].