May 7–9, 2012, in Henderson, Nevada
Green Valley Ranch

The 2012 E Source Utility Customer Experience Conference is packed full of customer experience (CE) experts from both inside and outside the utility industry. This conference is designed to help utilities optimize their focus regardless of how far along they are in their CE journey. Whether you’re just exploring the CE path, are in implementation mode, or have been focused on CE for several years, this conference is for you!

Content Highlights

We’re thrilled to welcome Tammy McLeod, chief customer officer (CCO) at APS, as our keynote speaker. In her session, McLeod will talk about her utility’s customer-first focus. She’ll discuss APS’ tremendous success in improving customer and employee satisfaction, raising first-contact resolution rates, encouraging self-service, and reducing customer complaints. McLeod was named 2010 CCO of the Year.

FedEx Services’ Christopher Bevel will tell us how his company manages those customer interactions that can span multiple channels. FedEx has a robust cross-channel strategy to address the total customer experience. Every day at FedEx, more than 21 million customer interactions occur across six primary channels and over 200 touchpoints. The company’s goal, from a customer’s perspective, is for each support interaction to be a consistent and valuable experience.

In addition to hearing from our dynamic lineup of speakers, conference attendees will visit Zappos’ headquarters. We’ll participate in a Zappos Insights Tour and experience the family culture in action. Hear firsthand how Zappos has created a billion-dollar business by focusing on customer service and discover how the company plans to “deliver happiness to the world.”

Don’t miss the insights, best practices, and case studies that will be revealed during our information-rich sessions.

Why Choose the 2012 E Source Utility Customer Experience Conference?

Top 3 reasons you should attend:

1. It’s the premier event focused on understanding what other industries are doing in relation to CE and making it real for utilities.
2. The agenda is balanced with a mix of presentations, case studies, and best practices. We also provide multiple networking opportunities to discuss ideas and challenges related to meeting customer expectations and improving the experiences being delivered across all customer contact channels.
3. You’ll leave with actionable tools, knowledge, and insights on how to improve the customer experiences you’re delivering.

Who Should Attend?

Participation is limited to members of the E Source Utility Customer Care, E-Business, and Utility Communicators Services and invited guests. If you’re involved in customer experience management, customer care operations, brand and reputation management, customer loyalty, customer service, call center management, e-business strategy and self-service, website or interactive voice response system design and usability, or social media strategy, you’ll discover a wealth of information and be able to network with your utility peers at this conference.

Looking for Information on Becoming a Member and Attending This Event?

If you have questions about the number of seats available to your organization, your eligibility to attend this conference, or your E Source membership, please contact us.