Back to the Customer Connections Conference Agenda Designed to help you develop skill sets and dive deeper into complex subject matters, preconference seminars offer longer class times, smaller class sizes, interactive formats and experienced instructors. Seminars require advance registration and

Back to the Customer Connections Conference Agenda Monday, October 28 8:00 — 9:00 a.m. Opening General Session Recommended CEUs .1 / PDHs 1 / CPEs 1.2 Welcome Jeffrey Stewart, Interim Director of Utilities, Lafayette Utilities System, Louisiana The Changing Energy Landscape and the Evolving Customer

Back to the Customer Connections Conference Agenda Tuesday, October 29 8:45 — 10 a.m. GENERAL SESSION 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

Back to the Customer Connections Conference Agenda Wednesday, October 30 8:30 — 9:45 a.m. BREAKOUT SESSIONS Recommended CEUs .1 / PDHs 1.25 / CPEs 1.5 Customer Service Roundtable: Peer Exchange Tackle your most pressing customer service issues in a room full of experts. Ask questions, share ideas

Back to the Customer Connections Conference Agenda Monday, October 28 1:30 — 2:45 p.m. BREAKOUT SESSIONS Recommended CEUs .1 / PDHs 1.25 / CPEs 1.5 Delivering Customer Value with New Technologies There is an explosion of new technologies and information systems to help you better engage customers

Back to the Customer Connections Conference Agenda Tuesday, October 29 1:30 — 2:45 p.m. BREAKOUT SESSIONS Recommended CEUs .1 / PDHs 1.25 / CPEs 1.5 Turning a Negative Customer Experience Around You’ve got an angry, highly agitated customer in your face. How do you deescalate the situation, and find