Customer Connections Conference

Customer Connections Conference Sessions—Tuesday A.M.

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Tuesday, October 29


8:45 — 10 a.m.

  Recommended CEUs .1 / PDHs 1 / CPEs 1.2

Honoring our Colleagues
Smart Energy Providers

The American Public Power Association’s new Smart Energy Provider program recognizes utilities for successful initiatives in energy efficiency and sustainability. Join us to honor the inaugural class of utilities receiving this new best practices designation. 

Public Power Beware: Safeguarding Against Cyber Threats
No utility is immune from a cyber attack, whether the threats come from nation states attempting to damage critical infrastructure or cyber criminals looking for personally identifiable information. Get an enlightening and entertaining overview of the cybersecurity concerns that are keeping public power leaders up at night – and what you need to do to keep your utility, customers, and community safe. 

A career ethical hacker and social engineer, Joshua Crumbaugh hasn’t encountered a single network that could keep him or his teams out. He has talked his way into bank vaults, fortune 500 data centers, corporate offices, restricted areas of casinos, and more. He is one of the world's most accomplished social engineers and a leading expert on cybersecurity awareness.

  • Joshua Crumbaugh, Co-Founder, Chief Hacker & CEO, PeopleSec


10:30 — 11:45 a.m.

Recommended CEUs .2 / PDHs 1.25 / CPEs 1.5

CS PC It Will Happen to YOU: Surviving a Cyber Attack 
  Cyber threats to the electric industry are becoming more prevalent and sophisticated. Every utility, large and small, is vulnerable to new and evolving forms of cyber invasion. Learn how one public power utility survived a cyberattack that crippled many of its essential internal systems. Discover what threats you are most vulnerable to, and how you can shore up your customer service and communications operations, so you can recover quickly and keep critical lines open in the event of a cyberattack.

  • Amy Adamy, Communications Manager, Lansing Board of Water & Light, Michigan
  • Bob Perialas, Customer Service Manager, Lansing Board of Water & Light, Michigan
  • David Mehlhaff, Chief Communications Officer, Kansas City Board of Public Utilities, Kansas

ES  Charge Ahead with the Complete EV Planning Toolkit 
  Want to encourage electric vehicle adoption in your community but not sure where to start? Learn how you can drive the EV revolution with the planning toolkit from the American Public Power Association, American Municipal Power, and Smart Electric Power Alliance. Achieve maximum value from utility EV fleet operations and customer EV adoption. Get up to speed with market trends and prepare business and customer engagement models.

  • Erin Miller, Director of Energy Policy and Sustainability, American Municipal Power, Inc., Columbus, Ohio
  • Chris Schroeder, Vice President, Advisory Services, Smart Electric Power Alliance, Washington, D.C.            

KA  Key Account Crisis Management: Keep Calm and Carry On
  Crises can take many different forms. Learn how public power utilities weathered recent crises, and especially how they managed their key accounts in times of disaster. Learn how to put comprehensive crisis management plans in place, nurture strong relationships in the community, and cultivate trust among customers and stakeholders before the storm clouds gather. Get tips on building resilience and staging a quick recovery from disaster.

  • Alison Alleman, Chief Analyst, Lafayette Utilities System, Louisiana
  • James Barnes, Chief Customer Officer, City of Tallahassee Electric Utility, Florida



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