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CS Week | April 30 - May 4,
2018
| Tampa Convention Center | Tampa, FL
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Submit Your Abstract to Become a 2018 Speaker
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We recognize it takes teamwork and coordination to make utility implementations, projects, initiatives, pilots and programs successful. We also know that some utilities feel more comfortable partnering with their industry consultants. Whether solo, with a panel of peers from other utilities or with input from your industry partners, we know your utility’s story is one that others want to learn from and hear. Hundreds of topics bubble up every year, so make 2018 your year to submit an abstract to become a speaker!
For questions about submitting your conference abstract, contact
Danise Mullendore
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Workshop Manager, or call her at 903-893-3214.
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CS Week 2018 Call for Presentations is now open.
CS Week invites utility speakers with a story to tell and a willingness to share their knowledge and experience with other utilities. These submitted abstracts form the framework for Conference workshops and Synergy Groups content.
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CLICK HERE for instructions and form to submit your Conference 42 abstract.
Submission Deadline: August 8, 2017
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2018 CS Week Sponsorship and Exhibiting Opportunities Available Soon
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One hundred fifty-seven vendors exhibited at the CS Week 2017 Exhibit Hall, representing every aspect of the customer experience lifecycle. Exhibitors and sponsors appreciate the sales and marketing benefits that result from their commitment to support and show at the utility industry’s premier customer service conference. In fact, 116 vendors were repeaters and 41 were new exhibitors, all bringing their best game along with new products and services and a genuine willingness to listen, learn and be resourceful to hundreds of utility attendees.
Besides the showroom, the Exhibit Hall hosts receptions, lunches and invitation-only consultations/demonstrations, all opportunities for vendors and attendees to meet, compare utility needs with marketplace solutions and discuss services and strategies. Lounges and Wi-Fi stations are advantageously located so attendees can catch up with emails while resting tired feet.
Vendors, when allocating your 2018 marketing dollars, remember the value of CS Week sponsorship and exhibiting. Watch for emails broadcasting 2018 sponsorship and exhibiting opportunities in September.
CLICK HERE
to view the 2018 Exhibitor/Sponsor Prospectus.
For questions, please contact
Gail Farmer, Exhibitor/Sponsor Manager or call her at 903-893-3214 or 903-821-8623.
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A great performance demands an encore. 2017 Conference surveys submitted by attendees help identify stellar workshops that deserve a second showing.
That’s why CS Week Success Stories, also called 2T2 Webinars, are so popular. These encores allow those who could not attend CS Week (and those who want to see highly rated workshops again!) to log in, listen to, learn from and appreciate significant programs and accomplishments made by industry-leading utilities. This August webinar was originally presented in the Digital Customer Service track.
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Objectives:
- Explore Vectren Corporation’s philosophical approach on the customer experience;
- Compare and contrast pre-2016 to post-2016 environments used to deliver the customer experience;
- Understand the process for how customer experience improvement ideas are to be managed going forward.
Summary:
2016 will go down in Vectren history as the beginning of the revolution. That year, Vectren installed foundational elements that will allow it to provide the desired customer experience across a multitude of contact channels. The introduction of Vectren Voice, an initiative designed to shift the customer interaction focus from being task-oriented to one that is experience-centric, launched this revolution. Then, the development of customer personas helped define the tools desired by customers. Vectren also examined the various customer journeys along the customer lifecycle. Keeping these concepts in mind, Vectren implemented technology that will assist the company in adding value to customers on their journeys. These efforts led to Project OmniSmart which consolidated customer contact channels (voice, web, email, etc.) onto a single platform, a Natural Language IVR to support customer self-service, a redesign of the company’s website, and the opening of social media as a customer service.
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Unlock Treasure in Tampa
Tampa Convention Center, located on Florida’s beautiful, balmy west coast, is the site for CS Week 2018. With average daily high temperatures in the mid-80’s and lows at night in the 60’s during the months of April-May, Tampa promises to be a great conference destination where educational and networking treasures await attendees.
Perhaps you can arrange your schedule to arrive early or stay beyond Conference 42. Acquaint yourself with the local color of Tampa and see its recreational, cultural, sports and historical offerings. Start making plans today! Conference registration and hotel sites open online in October.
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“So Worth It!”
CS Week 41’s Show and Tell
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Relive Conference 41 and the week in Fort Worth through the power of video. Click on the videos below to watch and share!
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‘Cowtown’ strutted its stuff during CS Week 2017. Stroll Fort Worth’s Old West attractions and lively street life. Watch the time-lapsed panorama of Conference 41 pass before your eyes. Whether reliving the memories or sharing them with others, this video shows the action-packed week.
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Listen to first-timers and repeat attendees talk about the quality of Conference workshops, the draw of vendor products and services in the Exhibit Hall, the mutual sharing that characterized networking opportunities and the important lessons they packed to take home to their utilities.
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Hear what representative vendors thought about the level of interaction with attendees at various venues like the Executive Summit and the productive buzz of busy-ness in the Exhibit Hall. All of them agree: exhibiting at CS Week is a sound investment worth repeating year after year.
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The 2017 Executive Perspectives series kicked off July 25. Each Tuesday for five weeks a new Executive Perspectives video will premiere in your inbox! Executive Session venue executive, Todd Arnold and five industry thought leaders discuss their backgrounds, experience and ways their utilities and its industry partners are addressing trends as well as universal operational subjects.
Click on each underlined title below to view this year’s video interviews:
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Follow Up with Chip Bell
Thursday’s Conference keynote speaker Chip Bell recently reached out because he was so excited about his reception at CS Week 41. He wanted to express his gratitude to our attendees for the gracious welcome he received.
- To learn more about Chip’s work, visit his website at www.chipbell.com
- View his award-winning training programs here!
- Click here for more information about his newest book, Kaleidoscope.
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CS Week is pleased to honor the 2017 Expanding Excellence Award winners and finalists. Kudos on their hard work, determination and customer service improvements. Click on the winner utility logos below to view videos.
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Best Mobility Implementation
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Innovation in Digital Customer Engagement
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Innovation in People & Process
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With so many great submissions, CS Week evaluators also recognized six finalists:
Best CIS Implementation Finalists
Alliant Energy, Level I
Greenville Utilities, Level II
Best Analytics Project Finalist
Pacific Gas & Electric, Level I
Innovation in Digital Customer Engagement Finalists
Con Edison of New York, Level I
Orange and Rockland Utilities, Level I
Oncor, Level I
Innovation in People & Process Finalist
We Energies, Level I
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CS Week 311’s
Award of Excellence
2017 Winner & Finalist
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ENGAGE311 recognized two outstanding 311 call center operations with its annual Award of Excellence. Congratulations to
Tulsa 311, winner, and
Denver 311, the finalist!
Denver311 - Finalist
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Hundreds of attendees might call themselves winners at CS Week. They made valuable networking connections and were enriched by the wide variety of workshops and educational venues.
One winner is special. He’s the CS Week 2017 Vehicle Winner, Paul Hanson, Assistant Director of IT for Charleston Water. Hanson won the 2017 Toyota Prius Hybrid keys and everyone laughed when he pronounced, “I’ll give the car to my son; I’m keeping my truck!”
Congratulations, Paul!
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Missed Getting Your Copy?
Many attendees at CS Week 41 took advantage of the special offer at CS Week Publishing’s Exhibit Hall booth where Penni McLean-Conner, Senior Vice President, Customer Group and Chief Customer Officer for Eversource Energy, personalized her third book, Profiles in Excellence: Utility Chief Customer Officers. Though the personalization offer won’t be available again until the 2018 Conference, you can still order hard copies or e-books from Amazon or Barnes & Noble.
Read how McLean-Conner features eight all-star executives and shares their success stories of building and sustaining customer-centric organizations at major US and Canadian utilities:
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For questions about CS Week Publishing or to order a bulk quantity of books, please contact
Lisa Collins, Educational Director at 903-821-8675.
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For the latest news and updates, follow CS Week on social media and
visit our website
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CS Week e-News is an information-packed newsletter sent at the beginning of each month, formatted so you can access the information you want immediately, scan other topics and check upcoming dates. We encourage you to share this information with a colleague, and your suggestions are welcome at
info@csweek.org
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