- By: Mazen Ghalayini Paul DeCotis Ted Mazza
- Service: Customer Experience
- Industry: Energy & Utilities
There continues to be significant changes that affect the way utilities interact with their customers. New regulation related to distributed generation, real-time pricing and net metering along with advancements in mobile technology have changed the utility to consumer relationship. Our experts will share their expertise during the sessions below.
CASE STUDY: Setting a North Star to light the way for a successful Customer Experience Transformation.
Begins at 11:30 AM MST Monday, November 5, 2018
Join Senior Director Mazen Ghalayini at session, "CASE STUDY: Setting a North Star to light the way for a successful Customer Experience Transformation." Indianapolis Power & Light (IPL) wanted to transform the way they engaged with their customers to improve their experiences, deepen their relationships and to also drive more value for IPL. Through their work with us, IPL took a design thinking approach and included their customers in defining their north star vision, the future state experience and roadmap of how they would get there. Come hear from West Monroe, Salesforce and IPL about this exciting journey.
Vendor Panel Discussing Various Technologies
Begins at 4:00 PM MST Monday, November 5, 2018
Senior Manager Ted Mazza will be a panelist during this session. Innovative solutions including mobile technologies and self-service portals have brought many changes in the utility industry. CIS and CRM systems have been upgraded and integrated with other systems to help enable a true, digital, customer experience for modern day consumers. In this session, vendors will respond to audience inquiries on how these and other systems have changed for the better to provide customer service beyond the normal channels.
Panel Discussion: CIS Upgrades Complex, Costly and Risky
Begins at 8:15 AM MST Tuesday, November 6, 2018
As utilities consider upgrading their customer information systems, many are also considering the use of modern front-end customer care applications to increase overall customer engagement. The extent to which CIS enhancements can improve customer engagement, and drive value for the utility, depends in part on the systems chosen, and how they are integrated into the utilities’ existing IT topology. It is important to consider the utilities’ business processes, technical specifications, and requirements, and to define the business case for modifying, upgrading or augmenting their CIS. Senior Director Paul DeCotis will be a moderator during this session.
Date and Time:
Monday, November 5, 2018
Registration begins at 8:00 AM MST
The Scottsdale Resort at McCormick Ranch
7700 E McCormick Pkwy
Scottsdale, AZ 85258
Register below, we hope to see you there!