This is Customer Experience Management 101. Learn what we mean when we say “customer experience management” and why it should matter to your organization. Get prepared for embarking down the customer experience management path by learning the basics. We’ll define the key terms you’ll encounter along your journey. After this session, you’ll feel confident that you know enough to take advantage of the wisdom and insights that will be shared over the next two days.

Sarah Fiebiger, Senior Research Associate, E Source

Welcome to Las Vegas! Kick off your conference experience by joining us for cocktails and hors d’oeuvres while mingling with other attendees.

Continue networking with other conference participants over dinner.
Preregistration required

Maureen Russolo, Director, Customer Experience Services, E Source

Hear how APS has adopted a “customer first” policy and has made a practice out of using “voice of the customer” data to make process and system improvements and enhancements that are relevant first and foremost to customers.

Tammy McLeod, Vice President and Chief Customer Officer, APS

We’ll take a look customer experience trends within the utility industry as well as within the industries we’re competing with from a customer service perspective. We’ll discuss who we are now as an industry versus who we’ll need to be in the not-so-distant future. How can we change our thinking to match the information revolution that’s happening all around us? What’s the role that marketing and communications professionals will play in this transformation?

Maureen Russolo, Director, Customer Experience Services, E Source

During this engaging session, we’ll hear how Duke Energy has defined its long-term customer vision and explore its journey to reach goals, increase the value delivered to customers, and focus on continuous improvement. You’ll hear about the tactics DTE Energy has deployed to improve its customer experience and learn what the utility is focusing on now and into the future as it aspires to deliver on customer expectations.

John Lincoln, Customer Experience Leader, Duke Energy
Carolyn MacKool, Director, Customer Service Strategy, DTE Energy

Your customers interact with your utility via numerous contact channels, and they expect a consistent experience no matter which channel they choose. Developing channel strategies in isolation will hinder overall customer experience because of the inconsistencies and problems this method generates. Join us and learn how to develop a holistic and comprehensive approach for all of your customer contact channels so that each interaction with your utility is consistent and satisfying.

Chris Bond, User Interface Consultant, Washington Web Architects
Dennis Crumb, President, Washington Web Architects

Rich Goodwin, Customer Experience Services, E Source

A customer experience expert with Commonwealth Edison (ComEd) will share her insights and experiences developing a customer experience strategy for the utility and leading the improvement of customer experiences there. Having worked both inside and outside the utility industry, she brings a unique perspective to the process of better understanding utility customer needs and identifying and improving customer experiences, as well as the unique challenges of reengineering a utility to meet customer expectations.

Jennifer Montague, Director of Marketing, Commonwealth Edison

Explore a case study from Sprint related to the value of understanding, measuring, and monitoring your customer contact behavior. Learn how Sprint has saved more than $250 million in call deflections over a two-year period and how it has delivered 14 consecutive quarters of increased customer satisfaction and first-call resolution. You’ll also hear how Sprint became the most improved company in customer satisfaction, across all industries, over the past three years according to the American Customer Satisfaction Index and was named a 2011 J.D. Power Customer Service Champion.

Lauren Smith, Director, Analytics, ClickFox

FedEx uses a robust cross-channel strategy to address the total customer experience. FedEx customer interactions span many channels and touchpoints—more than 21 million daily customer interactions across six primary channels and over 200 touchpoints. In this session, you’ll learn how FedEx manages those interactions and how they influence FedEx’s brand. The company’s goal, from a customer’s perspective, is for each interaction to be a consistent and valuable experience regardless of the touchpoint used.

Chris Bevel, Channel Experience Designer, FedEx Services

A utility’s brand is of critical importance, yet managing it through these days of new technologies, rising rates, and shifting social sands is extremely challenging. So, what is the role of customer experience in managing brand perceptions? What do customers really want and expect from you? What do you promise versus what do you actually deliver, and how does your performance influence the bottom line? In this session, we’ll walk through utility brand considerations and discuss the latest E Source research on the connection between customer experience and core aspects of your business.

Matthew Burks, Senior Product Manager, Customer Experience Services, E Source

This panel of extraordinary customer experience experts, from both inside and outside of the utility industry, will explore the many critical facets of customer experience—from strategy to implementation. This session will provide a unique opportunity to ask your burning questions to cross-industry leaders who have already walked through the fires and can provide clear guidance on how to take your efforts to the next level.

Moderator: Matthew Burks, Senior Product Manager, Mass-Market Services, E Source
John Lincoln, Customer Experience Leader, Duke Energy
Carolyn MacKool, Director, Customer Service Strategy, Detroit Edison
Tammy McLeod, Vice President and Chief Customer Officer, APS
Maureen Russolo, Director, Customer Experience Services, E Source

Optional; preregistration required

Join us for a tour of the Zappos corporate headquarters. See the Zappos culture in action, hear the story of Zappos, and meet the Loyalty team!
(Preregistration required.)

A representative from the Zappos Insights team will speak about Zappos’ customer experience philosophy and take questions from attendees.

Elia Lata, Operations Manager, Zappos Insights

Discover how identifying the key moments of truth across all of your contact channels can improve your organization’s operations, customer satisfaction, and brand loyalty. Find out why key moments of truth are important, how they fit in with your customer experience management strategy, when the right time to get started is, how best to identify them, and how best to use the insights they provide to enhance customer experiences.

Joe Piette, Consultant, Piette Consulting

Now in its third iteration, the E Source Social Media Survey is the industry’s best source of data on the state of utility social media. You’ll hear what the latest trends are, including channels used, staffing, budgets, and tools, as well as a look at the more-complex information around strategy, goals, and how to measure success.

Stephanie Spalding, Research Manager, E Source

Delivering first-contact resolution via your website and self-service applications is an important consideration for utilities. Hear from one of IntelliResponse’s customers about how they’ve improved their online customer experience and reduced calls to their call center while obtaining important insights into what information customers are looking for on their site.

Gisele Berry, Supervisor, Quality Monitoring, NB Power
Scott Larter, Sales Director, IntelliResponse

A mobile web experience is not the same as one delivered through a desktop application. Rather than being a smaller version of your website, a mobile site should be developed from the ground up with the mobile user in mind. Learn how three utilities have designed, optimized, and even extended the capabilities of their websites for mobile users. Insights from voice-of-the-customer research and focus groups will shed light on what customers want from a mobile site as well as the reasons a utility company might choose an optimized site or a native app.

Florence Connally, Associate Director, Research, E Source
Tarah DeGeorge, Portland General Electric
John Penziol, Web Manager, NiSource
Stan Pollard, eBusiness Manager, Georgia Power

Maureen Russolo, Director, Customer Experience Services, E Source