Powering Strong Communities

Customer Connections Conference

For public power professionals in public communications, customer service, energy innovation, and key accounts
October 27 - 30, 2024
Louisville, Kentucky

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

Call for Ideas

Help us plan the 2024 Customer Connections Conference. We invite you to share your ideas on what topics and speakers you'd like to see on the conference program. 

Share your ideas by filling out this survey

  • Multiple submissions are welcome! Please complete the survey for each topic or session you'd like to propose.
  • Topics will be reviewed in April. If a topic is chosen, we anticipate inviting speakers in May/June 2024.
  • If you would rather provide your input directly, or have supporting documents you would like to submit with your proposal, please email your suggestions or information to [email protected]

Thank you for sharing your ideas and supporting the APPA Customer Connections Conference!

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.



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. 


Download a complete, printable PDF of the 2023 conference program.

Agenda at a Glance

Sunday, October 27

8:30 am – 5 pm

Preconference Seminars
Each preconference seminar requires separate registration.

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, October 28

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 2024 Smart Energy Provider designees, and celebrate exceptional customer service as we recognize the winners of the 2024 Public Power Customer Satisfaction Awards.

10 – 10:30 am

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



11:45 am – 1:30 pm    

Lunch on your own

1:30 – 2:45 pm

Breakout Sessions



2:45 – 3:15 pm


3:15 pm – 4:30 pm

Breakout Sessions



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, October 29

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: Certificate Program Graduates
Congratulate the newest graduates from the Academy’s Key Accounts Certificate Program, and the inaugural class of Advanced Key Accounts Certificate Program graduates.

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


10:30 – 11:45 am

Breakout Sessions



11:45 am – 1:30 pm

Lunch on your own

1:30 – 2:45 pm

Breakout Sessions



2:45 – 3:15 pm

Take advantage of this final opportunity to network with conference sponsors before turning in your passports for a chance to win prizes!

3:15 – 4:30 pm

Breakout Sessions



5:30 – 7 pm

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

Wednesday, October 30

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. 

10 am

Conference adjourns




Registration Fees

2024 Conference Registration Fees

  Members                 Nonmembers         
  Register by
Sept. 27
Sept. 27
Register by
Sept. 27
Sept. 27

Customer Connections Conference

$975 $1,075 $1,950 $2,050
Preconference Seminars (each) $395 $495 $395 $495

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.

Registration Help

Check out our Registration FAQs for answers to the most common questions and help with all your registration-related issues. 

Cancellation, Refund, and Substitution Policy

Registrants who cancel in writing on or before Monday, October 21, 2024 are entitled to a refund of their registration fee, minus a $100 cancellation fee. Registrants who cancel after October 21, 2024 will not receive a refund, but attendee substitutions will be allowed for the 2024 APPA Customer Connections Conference and preconference seminars only. Registrants and no-shows who do not cancel on or before October 21 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.



The 2024 Customer Connections Conference will be held at the Omni Louisville Hotel in Louisville, Kentucky.

Omni Louisville Hotel
400 S 2nd St.
Louisville, KY 40202



  • Main Telephone: Coming soon.
  • Group Rate: Coming soon.
  • Reservation Cut-off Date: Coming soon.
  • Reservation Telephone: Coming soon.
  • Online Reservation Link: Coming soon.


    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 www.PublicPower.org.

    Cancellation Policy

    The cut-off date to receive the APPA group rate (plus tax) is October 4, 2024. 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 4 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].


    Frequently Asked Questions

    Where and when is the next Customer Connections Conference?

    The 2024 Customer Connections Conference will take place October 27-30 in Louisville, Kentucky.

    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].

    More Information



    Registration: [email protected]

    Program/Content: [email protected]

    Hotel: [email protected]

    Billing: [email protected]