Powering Strong Communities
Customer Connections Conference

Customer Connections Conference Sessions—Wednesday A.M.

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Wednesday, October 30


8:30 — 9:45 a.m.

Recommended CEUs .1 / PDHs 1.25 / CPEs 1.5

CS  Customer Service Roundtable: Peer Exchange  
  Tackle your most pressing customer service issues in a room full of experts. Ask questions, share ideas, get feedback, and brainstorm new solutions. Take away practical solutions from peers who’ve walked the path before you.

PC  Mobilizing the Public Power Customer 
  Customer advocates can be a powerful force for your utility. Take home practical advice from utilities that have instituted successful programs to identify customer champions and deploy them as public power advocates.

  • Carolyn Justice-Hinson, Communications & Community Relations Officer, Fayetteville Public Works Commission, North Carolina
  • Jonathan Tijerina, Senior Director, Corporate Communications, Marketing & Smart City Outreach, CPS Energy, San Antonio, Texas

ESKA  Growing Your Load… Literally
  Energy efficiency programs and distributed energy resources have caused or declining load growth in recent years. Attracting new commercial and industrial customers, or helping your current key accounts expand, is an opportunity for the utility and community to continue to grow. Hear how utilities are attracting new types of customers, and encouraging expansion of existing customers to “grow their load.”

  • Kurt Hauser, Energy Services Technical Coordinator, Missouri River Energy Services, Yankton, South Dakota
  • Mark Riffey, Senior Program Manager, Roseville Electric, California

10:15 — 11:45 a.m.
All tracks  Closing General Session

  Recommended CEUs .2 / PDHs 1.5 / CPEs 1.8

Honoring Our Colleagues 
Excellence in Public Power Communications and Individual Achievements

Celebrate winners of the Excellence in Public Power Communications awards — including the Audience Choice video award. Congratulate the Academy’s Customer Service Management, Energy Efficiency Management, and Key Accounts Certificate Program graduates. 

Mastering Human Dynamics: How You Can Become a Person of Influence
You can only achieve success when you get buy-in from others to support a common vision. You can be a more powerful influencer when you understand human dynamics and become proficient at managing change, the only constant in our evolving world. Be inspired by compelling evidence and real-world stories to help you guide the levers of change. Learn to apply the principles behind the art of influence and power of encouragement that will help you bring tremendous value to others.

  • Erick Rheam, President, Team Rheam Productions, Inc.


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