Ignite Your Community Connections
Connect, collaborate, and spark innovation alongside industry trailblazers at the Customer Connections Conference. Immerse yourself in an electrifying experience, where leading experts illuminate the latest insights in your field. Tap into the pulse of national issues, industry-wide trends, and activities shaping your communities and utilities. Energize connections, exchange ideas, and unlock limitless possibilities:
- Customer Service
- Energy Innovation
- Key Accounts
- Public Communications
REGISTER FOR THE CUSTOMER CONNECTIONS CONFERENCE
Agenda
Program
The Customer Connections Conference offers three days of keynotes, breakout sessions, and networking opportunities.
- Pre-conference seminars on Sunday are a great value-add, allowing you to explore topics in-depth with experienced instructors.
- General sessions bring everyone together on broader issues.
- Breakout sessions dive deeper into key areas: Public Communications; Customer Service; Energy Innovation; and Key Accounts. Several breakout sessions run concurrently in each time slot, and you can attend any session you would like.
- Networking events and the sponsor showcase provide connection opportunities.
Agenda at a Glance
Sunday, November 12 |
|
8:30 am – 5 pm |
Preconference SeminarsEach preconference seminar requires separate registration. |
8:30 am – Noon
|
Designing a Better EV Customer Experience Topics:
Matthew Burks, Chief Strategy Officer, and Jesse Hitchcock, Lead Analyst, Customer Energy Solutions, E Source |
1:30 – 5 pm
|
Credible Crisis Communications Topics:
Mark Weaver, Owner, Communications Counsel, Inc. |
5 – 6:30 pm |
Welcome Reception |
|
|
Monday, November 13 |
|
7:15 – 8:15 am |
Networking Breakfast |
7:15 – 8:15 am |
Newcomers Networking Breakfast |
7:15 – 8:15 am |
Joint Action & Association Breakfast |
8:30 – 10 am |
Opening General SessionHonoring Our Colleagues: Smart Energy Providers and Public Power Customer Satisfaction Awards CEO Address Scott Corwin, President & CEO, American Public Power Association Embracing the Future: Utilities and AI Michael Rogers, technology pioneer, author, journalist; and founder, Practical Futurist |
10 – 10:30 am |
Break |
10:30 – 11:45 am |
Breakout Sessions |
|
Public Communications Roundtable |
|
Customer Service Roundtable |
|
Balancing Utility and Customer Demands in EV Charging Monique Hampton, Energy Services Manager, Turlock Irrigation District, California; and Jesse Hitchcock, Lead Analyst, Customer Energy Solutions, E Source |
|
Key Accounts Roundtable |
|
|
11:45 am – 1:30 pm |
Lunch on your own |
1:30 – 2:45 pm |
Breakout Sessions |
|
Showing the Value of Utility Communications 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 Michael Vigeant, CEO, Great Blue Research Inc. |
|
Educating and Involving Customers in the Energy Transition 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 |
|
|
2:45 – 3:15 pm |
Break |
3:15 pm – 4:30 pm |
Breakout Sessions |
|
The Customer-Focused Rates Review 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 |
|
How AI Is Transforming Utility Operations 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 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 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 |
Tuesday, November 14 |
|
7:15 – 8:15 am |
Women in Public Power Networking Breakfast |
7:15 – 8:15 am |
Networking Breakfast |
8:30 – 10 am |
General SessionHonoring Our Colleagues: Key Account Certificate Program Graduates Chair’s Address The Common Sense Clean Energy Revolution Barry Moline, Executive Director, California Municipal Power Association Honoring Our Colleagues: Excellence in Public Power Communications |
10 – 10:30 am |
Break |
10:30 – 11:45 am |
Breakout Sessions |
|
Establishing and Humanizing Your Brand |
|
AMI 2.0: The Next Generation 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 Gelane Diamond, Associate Attorney, Duncan, Weinberg, Genzer & Pembroke; and Sarah Mathias, Government Relations Director, American Public Power Association |
|
Utilizing Technology for Key Accounts 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 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 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 Jonathan Kleinman, CEO, AIQUEOUS; and Michael Lazorchak, Manager, Regulatory Affairs, Stowe Electric Department, Vermont |
|
Leveraging Data for Key Accounts Cody Graves, President, Automated Energy, Inc.; and Adriana Scavio, Product Manager, Questline Digital |
|
|
2:45 – 3:15 pm |
Break |
3:15 – 4:30 pm |
Breakout Sessions |
|
Public Communications Rapid-Fire Roundtable |
|
Keeping Customers Out of the Dark 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 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
|
|
|
6 – 7:30 pm |
Reception |
Wednesday, November 15 |
|
7:15 – 8:15 am |
Networking Breakfast |
8:30 – 10 am |
Closing General SessionHonoring Our Colleagues: Excellence in Public Power Communications 127 Hours: Turning Adversity to Advantage |
10 am |
Conference adjourns |
Who Should Attend
Who Should Attend
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. Both public power veterans and those new to the electric utility industry will benefit from attending the conference.
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.
Registration
REGISTER FOR THE CUSTOMER CONNECTIONS CONFERENCE
Registration Fees
2023 Conference Registration Fees
Members | Nonmembers | |||
Register by Oct. 13 |
After Oct. 13 |
Register by Oct. 13 |
After Oct. 13 |
|
Customer Connections Conference |
$925 | $1,025 | $1,850 | $1,950 |
Preconference Seminars (each) | $375 | $475 | $750 | $850 |
Not yet a member? Join today and save money on your conference registration. Contact [email protected] to learn more.
Group Discounts
Save money on each registration when your organization registers five or more people. The larger your group, the more you save!
Number of registrants | Discount (per person) |
1-4 | n/a |
5-9 | $50 |
10-14 | $100 |
15-24 | $150 |
25+ | $200 |
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.
Cancellation, Refund, and Substitution Policy
Registrants who cancel in writing on or before Monday, November 6, 2023 are entitled to a refund of their registration fee, minus a $50 cancellation fee. Registrants who cancel after November 6, 2023 will not receive a refund, but attendee substitutions will be allowed for the 2023 APPA Customer Connections Conference and preconference seminars only. Registrants and no-shows who do not cancel on or before November 6 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]
Hotel
Hotel
The 2023 Customer Connections Conference will be held at the Hyatt Regency San Antonio Riverwalk in San Antonio, Texas.
Hyatt Regency San Antonio
123 Losoya Street
San Antonio, TX 78205
Your stay at the Hyatt Regency San Antonio puts you in the heart of all the entertainment, culture and history the city has to offer. The Hyatt Regency San Antonio is centrally located on the vibrant River Walk, with direct access to the world-famous Alamo Museum.
Reservations
- Main Telephone: 1 (210) 222-1234
- Group Rate: $239 (Single/Double) per night (plus applicable taxes and fees: 16.75% OT + 1.25% TPID + $2.54 SCRF)
- Reservation Cut-off Date: October 20, 2023
- Reservation Telephone: 1 (210) 451-6363
- Online Reservation Link: https://www.hyatt.com/en-US/group-booking/SATRS/G-APPC
Logistics
- Check in: 4 pm Check out: 11 am
- Parking: Self-Parking: $38/day / Valet Parking: $49/day
- Internet access: Complimentary standard wireless internet
Scam AlertPlease 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 www.PublicPower.org. |
Cancellation Policy
The cut-off date to receive the APPA group rate (plus tax) is October 20, 2023. 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 20 so early reservations are encouraged. Make your reservations directly with the hotel at the contact information above.
Cancelled reservations that are not resold may become a financial liability for APPA, so please make your reservations thoughtfully. If you require additional assistance with housing, please contact Meeting Services at [email protected].
Dress Code
The attire for the conference is business casual. Meeting room temperatures vary, so prepare to dress for cool conditions.
Questions and Assistance
For questions or assistance making your hotel arrangements, contact [email protected].
Contact Us
Registration: [email protected]
Program/Content: [email protected]
Hotel: [email protected]
Billing: [email protected]
FAQs
Frequently Asked Questions
Can I earn educational credits for attending this conference?
Yes, you can earn the following kinds of educational credits for participating in sessions 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 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 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
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].