Available from any internet-friendly device!
|
|
CS Week 2020 Has Gone Virtual.
|
|
Since the decision was made to cancel the in-person Fort Worth conference, CS Week staff, its Board and planning groups have been busy researching best practices and effective ways to deliver a virtual Conference experience. VIRTUAL TOUCH kicks off Thursday, May 14 and continues with planned offerings during summer and fall 2020. Presenters and panelists were already set with CX lifecycle content. CS Week has added utility/pandemic response sessions to the agenda as well.
CS Week will utilize marketplace tools to provide six strong learning and networking opportunities:
|
|
EVCx Forum
:
Tuesday, May 19 and Wednesday, May 20
Key Account 2020 Benchmark Study Review*, Friday, May 22 and Tuesday, May 26
*Members only, see feature in this eNews
|
|
Click
underlined bold
words above and jump to brief features describing each event.
Registration for each session or event is REQUIRED. For added flexibility, registrants can access On-Demand Webinars later at
www.csweek.org
to watch what they missed.
Thanks to today’s technologies that make virtual conferences possible, we are excited to reach out to you with CS Week VIRTUAL TOUCH. Our website is adapting to reflect these changes too. Visit
www.csweek.org
on or after May 1 for the latest news and 7-day agenda. Our VIRTUAL TOUCH Guide will be available online by May 13. There, you can easily “turn pages” and see the whole lineup. Other content and networking opportunities are in the works to stay connected with your CS Week colleagues this summer.
Have questions about the new format or the tools CS Week is deploying to enable it? Email or call
Lisa Collins
, CS Week Educational Director or
John Sild
, CS Week Conference Director at 903-893-3214.
|
|
The Utility Industry and CS Week:
‘We Are Masters of Change!’
|
|
A new moniker has been added to these five leaders’ resumes – video star! Each sat down in their homes recently with only a smartphone and a script. With Penni McLean-Conner as the starter and Rod Litke as the closer, five CS Week and utility leaders produced heartfelt, information-packed video messages addressing the COVID-19 pandemic and offering quarantine responses and insights. Watch them on these social media sites or click underlined names below:
|
|
Board Chair, C
S Week &
CCO, SVP, Customer Group,
Eversource
|
|
VP, Revenue & Metering Services
Piedmont Natural Gas & Metering Services,
Duke Energy
|
|
|
|
|
|
Pour Your Favorite Beverage and Join…
|
|
Thursday, May 14, 2020 | 5 pm Eastern Time
|
|
Coffee? Diet Coke? Cabernet? It’s 5 o’clock somewhere! Attendees for the first virtual Women in Utilities happy hour are invited to pour their favorite beverage and enjoy the fun and fellowship plus aspiring and inspiring messages. This hour-long event is open to everyone. Click
Get Happy | Stay Happy Hour
to register and ensure your place. Here’s the plan:
|
|
Andrea Pelt-Thornton
IT Agile Delivery Mgr
NextEra Energy/Florida Power & Light and
2020 Women in Utilities’ Chair
After welcoming attendees, Pelt-Thornton will engage everyone in an icebreaker activity and sketch out plans for a future peer-to-peer mentoring program that will begin this summer.
|
|
Motivational Speaker, Entrepreneur,
Author and Life Coach
Click
Pegine
for a sneak peek.
With her keynote, “
Confidence Karma
," Pegine brings energy, resilience and realism to our virtual microphone. Get to know her motivation and backstory on
her website
.
|
|
Unable to Travel? Social Distancing-Mandated? VIRTUAL TOUCH Delivers Restyled CS Week Sessions
|
|
CS Week’s Planning Committee had a firm agenda and confirmed presenters for nearly 80 Conference workshops set for May 20 – 22. Respected utility professionals were teed up to deliver valuable educational and networking opportunities around the CX lifecycle, and sponsors were ready to present products and services solutions. The coronavirus had other plans.
Thanks to their resourcefulness, these industry professionals have pivoted to execute Plan B, our 2020 VIRTUAL TOUCH.
Utility Sessions
featuring top-rated 2020 workshops will be offered on Wednesday and Thursday in 10 time slots with two Sessions offered per slot. All CX lifecycle tracks will be represented. Likewise,
Supporter Sessions
kickoff the week with industry partner presentations the same week on Monday and Tuesday.
Each Utility or Supporter Session requires registration. Marketplace technology tools already downloaded on many of your computers will enable these Sessions. Moderators will manage logistics. To achieve the best audio quality MUTE your microphone unless you are talking. For added flexibility, Sessions will be recorded and posted to CS Week’s On-Demand Webinars so registered attendees can revisit Sessions or watch what they missed.
|
|
Monday, May 18 and Tuesday, May 19
Start/Stop Times Online
Wednesday, May 20 and Thursday, May 21 | Start/Stop Times Online
|
|
“When one door closes, another door opens; but we so often look so long and regretfully upon the closed door, that we do not see the ones which open for us.”
- Alexander Graham Bell
|
|
Join Leading Utility EV Experts for the First…
|
|
Led by Dave McKendry of the Canadian Electricity Association and Penni McLean-Conner of Eversource, a grassroots organization has initiated CS Week Electric Vehicle Customer Experience Forum which meet during 2020 VIRTUAL TOUCH. Here is the agenda that was shaped by EVCx Forum’s 40-member planning team:
|
|
Tuesday, May 19 and
Wednesday, May 20
12:30 pm – 4:30 pm Eastern
|
|
The Utility View
Three large utilities leading the way will share their EV market experiences, challenges and opportunities.
|
|
|
|
Moving the Industry Forward
Unmute your mic and participate in a round-table discussion on how to get the most benefit from the EVCx Forum learning and networking platform.
|
|
The Utility View
Hear another large utility’s perspectives on their EV infrastructure implementation.
|
|
|
The World View – Melting the ICE (Internal Combustion Engine)
|
|
|
|
Presenter:
Peter Fox-Penner is the author of
MELTING THE ICE: Lessons from China and the West in the Transition to Electric Vehicles: The Critical Role of Public Charging Infrastructure.
As Founder and Director of the Boston University Institute for Sustainable Energy and Professor of Practice at the Questrom School of Business, he teaches courses on sustainable energy and electric power. Dr. Fox-Penner will share his research and insights for urban EV deployment, focusing on utilities who want to understand and lead change. After his presentation, Penni McLean-Conner will facilitate an online Q&A session.
|
|
The Infrastructure Experience
This major industry partner will outline the latest trends and developments in EV products and services.
|
|
|
Utility EV Best Practices Workshop
Again, unmute your mic and join a facilitated discussion around lessons learned and what utilities must get right as they implement their EV strategy. This closing session will include a survey whose results will help guide future EVCx educational and connection opportunities.
Questions?
Shawnna Ansley
is available by email or phone at 903-821-8648.
|
|
Announced early this year, CS Week is proud to salute its 2020 Expanding Excellence Awardees: eight winners and four finalists for company-wide accomplishments and three utility professionals for individual achievements. Short narrated videos about their projects, implementations and personal accomplishments will be posted online during VIRTUAL TOUCH. Look for an email during the week of May 18 - 22.
|
|
Innovation in Digital Customer Engagement
|
|
|
|
|
|
|
Innovation in People & Process
|
|
|
|
|
|
|
2020 Distinguished Leader
Tiffany Dennison
Dir, Accts Receivable –
Int Customer Connect Lead,
Duke Energy
|
|
2020 Distinguished Leader
Tomaso Giannelli
Sr Mgr, Business Customer Division,
Southern California Edison
|
|
2020 Rising Star
Antonio Diaz III
Sr Specialist, Specialized Customer Experience Center,
Con Ed of NY
|
|
Stay tuned for announcements about a 2020 Expanding Excellence Award winners’ workshop series, possibly in July. Awards Manager
Rachel White
is ready to assist utilities in submitting nominations and applications for the 2021 award season which opens each fall. Email or call her at 903-357-5311
for tips and advice.
|
|
|
|
Be Extraordinary Everyday by Demonstrating Diversity
|
|
The Women in Utilities, “Power Up…Empowering Women” series proudly presents its third webinar for 2020. This final installment is slated as one of the CS Week’s VIRTUAL TOUCH Conference Sessions. Click
here
or visit
www.csweek.org
to register today.
|
|
How do women in leadership positions now or aspiring to greater responsibilities in their utilities in the future become extraordinary? What positive, proactive steps can you take to prepare yourself for promotions or special assignments you’ve worked hard to earn? What actions, behaviors and attitudes will get you noticed so that you become a company role model? Listen as these two seasoned professionals from Chesapeake Utilities Corp share their journey stories.
Presented by:
Beth W. Cooper
,
Exec VP, CFO &
Asst Corp Secretary,
Chesapeake Utilities Corp.
Stacie Roberts
,
Asst VP, Corporate Governance
, Chesapeake Utilities Corp.
Revisit other 2020 webinars in the “Power Up…Empowering Women” series at
On-Demand Webinars
. Want to learn more about Women in Utilities and how to get involved? Contact
Shawnna Ansley
at 903-893-3214.
|
|
Thursday, May 21, 2020
1 pm - 2 pm Central
|
|
Just a couple days ago, CS Week 311 proudly presented its second 2020 webinar recognizing municipal call centers who have excelled at customer and community engagement. Click the title above to watch this webinar, now
On-Demand
.
|
|
Presented by:
Paula Stallcup,
Dir, Customer Service
, City of San Antonio
Louise Craig,
Experience Architect, IT Dept,
City of San Antonio
|
|
Learn about San Antonio's journey and the process to gain understanding as they continue to embrace user centered design principles. The City began to focus on user centered design principles in 2018 which coincided with the implementation of an upgrade to the City's 311 Customer Relationship Management system. This learning provided additional guidance to help improve the citizen's experiences.
|
Amber Wiens
is your contact for all things CS Week 311. Contact her at 903-821-8721 with questions or suggestions.
|
|
|
Key Account 2020 Benchmark Study Review
Friday, May 22 and Tuesday, May 26
Two 2-hour sessions (Times TBA) where members can:
|
|
- Access results
- Discuss trends
- Openly share successes and challenges with trusted colleagues
|
|
- See how their utility stacks up
- Unpack the ‘whys’ around the data
- Analyze implications for the industry
- Consider impacts to their utilities
|
|
CS Week Research is an association of companies conducting benchmarking studies to identify the best practices surrounding customer service issues that improve the overall operations of the member’s business operations. Want to learn how to become a member? Contact CS Week Research Manager
Rachel White
at 903-357-5311
.
|
|
|
|
In its fourth year, LeadNext provides a 12-month curriculum program and coaching relationship for up to 14 participants, each sponsored by an exec at their utility. Month 1 finds them at CS Week’s College, Synergy Groups and Conference, followed by two visits to leading utilities, homework and monthly webinars. Month 12 lands them at Summit and back for a second Conference. Conceived by Executive Summit attendees, LeadNext is as an educational partnership between CS Week and utilities.
|
|
Duke Energy hosted one of the 2020 LeadNext site visits on February 20. CS Week sincerely thanks our Duke Energy hosts. Here are topics and presenters from that visit:
- Keynote and Kickoff: Barbara Higgins, CCO
- Customer First Approach: Harry Sideris, VP, Customer Experience & Services
- Lighthouse Initiative & Innovation Center Tour: Richard Donaldson, Managing Dir, Digital Transformation
- Leadership Panel Q&A
- Work as One Culture: Jared Lawrence, VP, Revenue & Metering Services
- Piedmont Call Center & Revenue Services Tour
|
|
Utility Sessions
will include the 2020 workshop, “LeadNext – A Path to Career Growth,” featuring Venue Exec Vic Hatridge and two LeadNext grads, Tena Royal of City of Fort Worth and Andrew Lee of East Bay Municipal Utility District. They will describe the Program and highlight its value to them personally and professionally.
|
|
|
|
|
|
|
