Conference

Customer Connections Conference

For public power professionals in customer service, energy services, key accounts, and public communications
October 24 - 27, 2021
Scottsdale, Arizona

Call for Ideas

Help us plan the 2021 Customer Connections Conference by sharing the topics and speakers you'd like to see on the conference program. Submit your ideas by completing this survey:

2021 Customer Connections Conference Call for Ideas Submission Form

Submissions are due by Friday, April 16 and will be reviewed by the Customer Connections section and committee officers at the conference planning meeting later this month. 

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. 

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 Services
  • Key Accounts
  • Public Communications

Program

The 2021 Customer Connections Conference program will be available in early summer. Review the 2020 Customer Connections Conference Program for a better idea of what kinds of topics you may see.

Registration

Registration for the 2021 Customer Connections Conference will open in June 2021.

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 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.

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]

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

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

Program

The 2021 Customer Connections Conference program will be available in the summer. Review the 2020 Customer Connections Conference Program for a better idea of what kinds of topics you may see.

The Customer Connections Conference offers three days of keynotes, breakout sessions, and networking opportunities from Monday to Wednesday, October 25-27, 2021. Preconference seminars on Sunday, October 24, are a great value-add.

Sessions cover the following tracks or topic areas:

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

Agenda at a Glance

Sunday, October 24

8:30 a.m. – Noon
Preconference Seminars

1:30 – 5 p.m.
Preconference Seminars

5 – 6:30 p.m.
Welcome Reception


Monday, October 25

8 – 9 a.m.
Networking Breakfast

9 – 10:15 a.m.
Opening General Session

10:45 a.m. – Noon 
Breakout Sessions

Noon – 1:30 p.m. 
Lunch

1:30 – 2:45 p.m.
Breakout Sessions

3:15 – 4:30 p.m.
Breakout Sessions

4:45 – 6 p.m.
Women in Public Power Afternoon Coffee & Conversation

5:30 – 6:30 p.m.
Young Professionals Happy Hour


Tuesday, October 26

8 – 9 a.m.
Networking Breakfast

9 – 10 a.m.
General Session

10:30 – 11:45 a.m.
Breakout Sessions

11:45 – 1:30 p.m. 
Lunch

1:30 – 2:45 p.m.
Breakout Sessions

3:15 – 4:30 p.m.
Breakout Sessions

5:30 – 7 p.m.
Reception
Join your colleagues for an evening reception. You are welcome to bring a guest.


Wednesday, October 27

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

8:30 – 9:45 a.m.
Breakout Sessions

10:15 – 11:30 a.m.
Closing General Session

11:30 a.m.
Adjourn

Registration

Registration for the 2021 Customer Connections Conference will open in June 2021.

Registration Fees

  Register by September 24 After September 24
Member $825 $875
Nonmember $1,650 $1,700

Not yet an American Public Power Association member? Join today and save $825 on your conference registration. Call 202-467-2944 or email [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)
Member
Registration Fee
(per person, before Sept. 24)
1-4 n/a $825
5-10 $50 $775
11-15 $100 $725
16+ $150 $675

Contact [email protected] for more information and to request the group registration form to receive this special discount.   

Cancellation, Refund, and Substitution Policy

Registrants who cancel in writing on or before Monday, October 18, 2021 are entitled to a refund of their registration fee, minus a $50 cancellation fee. Registrants who cancel after October 18, 2021 will not receive a refund, but attendee substitutions will be allowed for the 2021 Customer Connections Conference only. Registrants and no-shows who do not cancel on or before October 18 are responsible for the full registration fee and are not entitled to a refund of their registration fee. 

Requests must be made in writing 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

Visit PublicPower.org/CustomerConnections for program updates and to register online.

Registration Questions

[email protected]

202-467-2978

Program Questions

[email protected]

202-467-2973

Sponsor Questions

[email protected]

202-467-2944

Hotel

The 2021 Customer Connections Conference will take place at the Scottsdale Resort at McCormick Ranch in Scottsdale, Arizona. 

Scottsdale Resort at McCormick Ranch
7700 E. McCormick Pkwy
Scottsdale, AZ  85258

The American Public Power Association’s room block at the Scottsdale Resort at McCormick Ranch will open in June 2021, when conference registration opens.

Questions?

Contact us at [email protected].

Frequently Asked Questions

Where and when is the next Customer Connections Conference?

October 24-27, 2021
The Scottsdale Resort at McCormick Ranch
Scottsdale, Arizona

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

Registrants who cancel in writing on or before October 18, 2021, are entitled to a refund of their registration fee, minus a $50 cancellation fee. Registrants who cancel after October 18 will not receive a refund, but attendee substitutions will be allowed for this event only. Registrants and no-shows who do not cancel by October 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].

Can I earn educational credits for attending this virtual conference?

Yes, you can earn the following kinds of educational credits for attending live 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)

Please note that you will only be able to earn educational credits for the sessions you attend live during the virtual conference. We are not able to offer educational credits for any session recordings you watch later.

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.

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. Email the completed registration form 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

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.