Conference

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. 

Call for Ideas

Help us plan the 2022 Customer Connections Conference. What topics or speakers would you like to see at the Customer Connections Conference this fall? Do you have any experiences or expertise you would like to share at the conference? We want to hear from you! 

Please share your ideas with us by filling out this survey.

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

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.

Serve as an Officer

Utility employees play a vital role in planning the conference to bring you 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 Innovation
  • 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 2022 Customer Connections Conference agenda will be available in June 2022.

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

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

1:30 – 5 p.m.       
Preconference Seminar

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 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

10 – 10:30 a.m.
Break

10:30 – 11:45 a.m. 
Breakout Sessions

11:45 a.m. – 1:30 p.m. 
Lunch on your own

1:30 – 2:45 p.m.
Breakout Sessions

2:45 – 3:15 p.m.
Break

3:15 – 4:30 p.m.
Breakout Sessions

5 – 6 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.
Women in Public Power Breakfast
Grab your continental breakfast and join a lively discussion to connect with other women in public power about common challenges and opportunities working in the industry.

7:30 – 8:30 a.m.
Networking Breakfast
Power up with coffee and connections at this informal continental breakfast. There are no speakers or moderators — just visit with colleagues and chat with sponsors.

8:45 – 10 a.m.
General Session

10 – 10:30 a.m.
Break

10:30 – 11:45 a.m. 
Breakout Sessions

11:45 a.m. – 1:30 p.m. 
Lunch on your own

1:30 – 2:45 p.m.
Breakout Sessions

2:45 – 3:15 p.m.
Break

3:15 – 4:30 p.m.
Breakout Sessions

5:30 – 7 p.m.
Reception
Enjoy some food, drinks, and down time with the 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 and industry partners at this informal continental breakfast. There are no speakers or moderators.

8:30 – 9:45 a.m.
Breakout Sessions

9:45 – 10:15 a.m.
Break

10:15 – 11:45 a.m.
Closing General Session

11:45 a.m.
Adjourn

Registration

Registration for the 2022 Customer Connections Conference will open May 2022.

Conference Registration Fees

  Register by October 14 After October 14
Member $875 $925
Nonmember $1,750 $1,800

Not yet an American Public Power Association member? Join today and save $825 on your conference registration. Call 202-467-2926 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 Oct. 14)
1-4 n/a $875
5-9 $50 $825
10-14 $100 $775
15+ $150 $725

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. 

Preconference Seminar Registration Fees

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

Full-Day Preconference Seminar

$375 $425 $750 $800
Half-Day Preconference Seminar $350 $400 $700 $750

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. 

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]

202-467-2926

Hotel

The hotel room block for the 2022 Customer Connections Conference will open May 2022. 

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

The Scottsdale Resort at McCormick Ranch is located in the heart of Scottsdale. Renew your spirits at the Luna Spa, unwind by relaxing poolside, golf on adjacent 36-hole championship courses, or burn off extra energy in our fitness center. You’ll find delectable cuisine at each of our three dining spots: Kitchen West Restaurant, Bar Six40 and Twisted Vine Pool Bar & Grill.

Reservations

  • Main Telephone: (612) 370-1234
  • Group Rate:
  • Reservation Cut-off Date: October 21, 2022
  • Reservation Telephone:
    • Group Code:
  • Online Reservation Link:

Logistics 

  • Check in: 3 p.m. Check out: 11 a.m.
  • Parking:
    • Valet: $50 overnight
    • Self-parking: $25 daily; $30 overnight
  • 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 www.PublicPower.org

Questions and Assistance

For questions or assistance making your hotel arrangements, please contact Meeting Services at 202-467-2941 or [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. We are partnering with the hotel, have talked to local health officials, and are applying lessons-learned from other associations to ensure we follow all the best practices for safely hosting in-person meetings in the current environment. We are relying on everyone to do their part to keep themselves and everyone else safe during the conference.

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 before they will be permitted to attend the conference. 

What attendees must do

APPA mask requirements

All conference participants will be required to wear masks in all APPA meeting areas and at official APPA functions, except when eating or drinking. This is consistent with current CDC recommendations that everyone in areas with high COVID-19 infection rates wear masks in public indoor spaces, regardless of vaccination status. 

Outside of APPA's meeting space, attendees must abide by the hotel policy and local guidelines at the time of the meeting. Attendees can step outside at any time if they would like to take off their masks. 

We know that our attendees will have different comfort levels with meeting in person again, and some attendees may have reasons to be cautious, including underlying health conditions or family members (including young children) who may still be at risk. We are relying on everyone to do their part to keep themselves and everyone else safe during the conference, and to be respectful of all other attendees and their comfort levels.

When you register

All participants must agree to the safety protocols outlined below before registering for the conference. Your registration implies your consent to adhere to these standards. 

Pre-Event Health Assessment 

Registrants will be asked to complete a self-assessment prior to traveling to the event. Participants do not need to submit a separate form; but we ask all attendees to honestly answer these questions to help us protect all conference attendees, staff, and the local community. 

  1. Have you had any of the following NEW or UNUSUAL-FOR-YOU symptoms within the past 72 hours? 
    • Fever of 100.4 degrees or above, or possible fever-like symptoms such as alternating chills and sweating.
    • Frequent cough (not a chronic cough or your normal seasonal allergies)
    • Trouble breathing, shortness of breath, or severe wheezing 
    • Muscle or body aches that are not exercise related
    • Sore throat
    • New loss of smell or taste 
    • Headache
  2. Have you, or anyone in your household or group, tested positive or are awaiting test results for COVID-19?
  3. Do you, or anyone in your household or group, have the symptoms of COVID-19 as listed above?
  4. Are you currently subject to a stay-at-home order from your doctor or state or local requirements to quarantine, isolate, or stay at home? 

If you answer YES to any of these questions, please STAY AT HOME. Please send your cancellation request to [email protected].

COVID Test Recommended 

We are recommending (not requiring) all participants get a COVID test 3 days before the conference; and again 3 days after returning home. 

Anyone who tests positive before the conference should stay home. If anyone tests positive after the conference, they should email Amy Rigney-Gay, APPA’s Vice President of Human Resources & Administration, at [email protected] to confidentially report so we can try to conduct contact tracing.

On-site Safety Protocols

The safety of all conference participants is our top priority. All conference participants must: 

  1. Wear a mask in all APPA meeting areas and at official APPA functions, except when eating or drinking. 
  2. Adhere to CDC, and state and local guidance before and during the event. 
  3. Complete the health check-in each day before entering the APPA meeting space (see below).
  4. Sign in at your table at each session you attend.
  5. Engage in appropriate physical distancing and hygiene practices.
  6. Be respectful of all other attendees and their comfort levels.
  7. Not attend the event if you are ill, actively experiencing any COVID-19 symptoms or have recently been in close contact with someone who is experiencing COVID symptoms or has tested positive for COVID-19.
  8. Notify APPA’s Vice President of Human Resources & Administration at [email protected] if you test positive for COVID-19 up to 14 days after returning home.

On-site Daily Health Check-in

Each day of the conference, all participants will be required to complete a short health questionnaire, as many of us do when we come into the office. No medical tests are required; APPA will not ask for any medical records, test results, or proof of vaccination. 

The daily health check-in will be a simple online form, asking participants to self-certify that: 

  • 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. 

Participants must complete the daily health check-in before entering the APPA meeting space. A link will be emailed to attendees in advance, and will be available through the conference mobile app.

Show your completion screen when you arrive at the meeting space each morning to receive a colored wristband. 

  • When you complete the questionnaire, you will get a screen telling you to proceed to the meeting. Simply show this screen on your mobile device to verify you have completed your daily check in.
  • If you aren't able to show your completion screen, someone will look you up by name to verify you have completed your check-in. 

Your wristband is required for entry into all APPA sessions and activities. It also confers in-and-out privileges; once you receive your wristband for the day, you can enter and exit the APPA meeting space freely just by showing your wristband.

What we are doing

Personal Safety

APPA will take the following steps to ensure the health and safety of all meeting participants:

  • All participants (including attendees, speakers, sponsors, guests and staff) will agree to and be required to follow safety protocols put in place by APPA.
  • All participants must complete a daily health questionnaire before entering the meeting space. Attendees will receive a wristband confirming they have completed the daily check in so they may enter/exit the meeting space without having to complete it again on that day.
  • Masks are required in all APPA meeting areas and at official APPA functions, except when eating or drinking.

Meeting experience

APPA is examining every aspect of the in-person meeting experience to ensure we are taking all appropriate precautions to protect the safety of participants, including:

  • Modifying room seating and event layouts to allow for social distancing.
  • Redesigning networking opportunities to accommodate social distancing while still facilitating meaningful conversations and exchanges.
  • Holding networking events outdoors, whenever possible. 
  • Making changes at our registration desk to alleviate congestion and reduce contact points.
  • During sessions, Q&A will be administered through the conference mobile app (instead of shared microphones). 
  • APPA may employ assigned seating, queued entrances, or timed entrance and exits of meeting rooms to manage crowd control and accommodate room capacity limits, according to state or local mandates. 

Cleaning and hygiene 

APPA is working with the hotel to ensure the cleanliness of the meeting facilities. 

  • APPA will develop and institute a cleaning and sanitizing schedule with the hotel that meets the specific needs of the conference and our attendees. 
  • High-touch surfaces within the meeting space will be cleaned multiple times a day.
  • Hand sanitizer stations will be positioned throughout the meeting space.
  • Additional hygienic supplies, including disinfectant wipes, gloves, and disposable masks, will be made available to attendees. 
  • APPA is working with the hotel to ensure all hotel culinary and banquet team members adhere to strict guidelines for the preparation, handling and serving of food & beverages. 
  • APPA will keep attendees updated on the hotel’s COVID related practices and protocols.  

Questions?

Contact us at [email protected].

Frequently Asked Questions

What are APPA mask requirements?

All institute participants will be required to wear masks in all APPA meeting areas and at official APPA functions, except when eating or drinking. This is consistent with current CDC recommendations that everyone in areas with high COVID-19 infection rates wear masks in public indoor spaces, regardless of vaccination status. 

Click here to view the latest COVID safety protocols for this event.

Where and when is the next Customer Connections Conference?

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

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)

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.