a cs week publication summer 2020 in this virtual touch ... · org, you know our clock ticks from...
TRANSCRIPT
NEWSLINEA CS WEEK PUBLICATION Summer 2020
WITH INDUSTRY SPONSORS:
• Delivering Versatility and Value
• Company and Individual Award Winners: Excellence x 11!• Utility Sessions:
CX Lifecycle Track Workshops and COVID-19 Topics
• Supporter Sessions: May – September
• EVCx Forum Launch
in this VIRTUAL TOUCH Special Edition issue…
CS Week 2021 Tampa Convention Center
Tampa, FLApril 26 - 30, 2021
2 / CS WEEK NEWSLINE CSWEEK.ORG
Delivering Versatility and Value
Rod Litke, CEO, CS Week
Question: How can a countdown clock stop, pause for eight weeks and then advance six months? Answer: CS Week’s reimagined 2020 conference experience VIRTUAL TOUCH! For visitors to csweek.org, you know our clock ticks from September 1 to the first day of CS Week. COVID-19, a clock stopper in so many ways, unsuccessfully tried to gum up the gears.
Up until a week before the cancel decision, 2020 registrations were higher than prior years and climbing. But we could see travel bans coming, stay-at-home orders escalating and local restrictions on gathering. Cancelling was obviously the correct one at the right time, but making this decision was still extremely difficult for our Board. Through floods, recessions and other problems, CS Week had always “made,” 43 times before, in fact.
With pandemic restrictions on us, we pivoted to new ideas borne from innovation. They say innovation requires vulnerability. Our staff, though anxious, were girded with know-how and time-tested relationships. Can’ts quickly became cans. Remote workshops set for our original dates were scheduled, speakers committed, scripts were practiced and attendees registered. Stopped or paused, CS Week reemerged like a classic Timex watch, “It takes a licking but keeps on ticking.” VIRTUAL TOUCH will keep ticking through October. I am so proud that we not only survived, we thrived. Watch as we tick confidently side by side with you into 2021!
“Mentally shifting gears from full force forward to an abrupt halt was difficult for everyone on our team,” said Lisa Collins. “We united in our shared determination to remain the leader in the utility customer service/IT space. We wanted to keep CS Week at the forefront of our attendees’ minds and continue to be the leader in delivering relevant content and networking when utilities needed it most. Our first Session, we decided, should feature LeadNext. What better place for us to show that we are innovative, cutting edge and industry leaders,” she continued. “I have heard from many attendees who were delighted we held the events and Sessions virtually.”
CS Week typically keeps its wizardry behind the curtain, but in these times, John Sild shared some of its pixie dust. “We had to stand up the VIRTUAL TOUCH site within our website really quickly. New sponsorships and entitlements were created ‘on the fly.’ Normal logistics hashed out within an office setting had to be done under quarantine after some contacts were furloughed or others lost jobs. Many hands made it a reality, and I’m very proud of our team. Everyone had a part to play and just like Conference, they played their parts with excellence.” Looking ahead, Sild sees a future hybrid model. “We may have 75 in a workshop and 75 watching virtually. I can’t wait to see how we incorporate lessons learned into our new CS Week normal.”
• Cancelled >4000 room nights.• Cancelled Fort Worth Convention
Center, Omni and Hilton meeting rooms, catering orders, keynote speakers, a band, flowers and decorating services plus video and photography, to name a few.
• Processed extensions/refunds for attendees and sponsors.
• Cancelled materials to be printed.
Unwinding CS Week:
John Sild, Conference Dir, hosts VertexOne/Pinellas County Utilities’ Supporter Session.
Utility Sessions (and 311)Utility COVID-19 Sessions
LeadNext SessionWomen in Utilities Sessions
EVCxAwards Sessions
Supporter SessionsBenchmark Review
KAF FridayVendor Synergy Group
Total
114128
105
341
27
1313
3
4
2
9
1 + TBA
1 + TBA1 + TBA
2
5
2 + TBA
TBA1 + TBA
2
5
Hours Presented/Planned:May Jun Jul Aug Sep
Look for sum boxes throughout this VIRTUAL TOUCH Special Edition!
Lisa Collins, Education Dir, moderates a Supporter Session.
SUMMER 2020 / 3 VIRTUAL TOUCH SPECIAL EDITION
NEWSLINE Summer 2020 Todd Arnold*CS Week
Sue Daulton*Tacoma Public Utilities
Jared Lawrence*Duke Energy
Rod Litke*CS Week
David McKendry*Canadian Electricity Association
Penni McLean-Conner*Eversource
Kerry Overton*Austin Energy
Andrea Pelt-Thornton*NextEra Energy/Florida Power & Light
Mark Wyatt*CS Week
Ashley ArndtPSEG Long Island
Sandra BroughtonSouthern Company Gas
Mitch CarmosinoDuke Energy
Jennifer CervantezAtmos Energy
Fred DaumPSE&G
Timothy DavisAustin Energy
Clayton DeanTECO Energy
Shawn DownsCharlotte Water
Gerri DrummondTECO Energy
Tracy FamigliettiEversource
Kinn’zon HutchinsonGainesville Regional Utilities
Saba IdrissBaltimore Gas & Electric
RJ KeeAPS
Eric MastroianniConsolidated Edison of New York
Elaine McCallisterDuke Energy
Chad MooreLas Vegas Valley Water District
Sheila PressleyJEA
Kim RichCenterPoint Energy
Vanessa ShieldsDuke Energy
Lois StarkKansas City Power & Light Company
Roger StephensOncor
Nicole SwanPSE&G
Eric Van BecelaereEvergy
Crystal WhitakerNextEra Energy/Florida Power & Light
Lisa CollinsCS Week
John SildCS Week
*Board Member
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5
The mission of CS Week:Is to advance utility customer service through the delivery of unbiased educational opportunities, forums for networking, and sharing of innovative best practices that will advance the customer experience.
Newsline is published quarterly by CS Week, 2612 W. Lamberth Rd. Ste. 300, Sherman, TX 75092; 903-893-3214 tel, 903-893-6136 fax, www.csweek.org. © 2020, CIS Conference, Inc. dba CS Week, all rights reserved.
All CS Week print media, including Newsline, is distributed at no charge to utility industry professionals. To receive current and future publications, please e-mail [email protected].
Address changes: Please photocopy the back page as currently addressed, carefully print your new address and fax it to 903-893-6136. You can also send an email to [email protected].
Opinions expressed by contributors are not necessarily those of CS Week.
9 KAF Friday
8 Supporter Sessions: May - September
In this Special Edition issue…
Planning Committee
6-7 Utility Sessions: CX Lifecycle Track Workshops and COVID-19 Topics
Delivering Versatility and ValueRod Litke, CEO;Lisa Collins, Education Dir; and John Sild, Conference Dir; all of CS Week
15 Executive Summit
4 VIRTUAL TOUCH Sponsors
Company and Individual Award Winners: Excellence x 11!
9 CS Week Research
12 CS Week 311
16 Thank you, CS Week Supporters
14 LeadNext
13 Women in Utilities
16 CS Week 2021
15 2021 Call for Presentations
13 Vendor Synergy Group
EVCx Forum Launch10-11
VIRTUAL TOUCH WEBINARS
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THANK YOU, 2020 VIRTUAL TOUCH SPONSORS:
Utility Session Sponsors:
Supporter Session Sponsors:
ENGAGE311 Utility Sessions Sponsor:
Women In Utilities Co-Sponsors: Industry Sponsor:
EVCx Forum Sponsor:VIRTUAL TOUCH Guide & Vendor Synergy Group Sponsor:
SUMMER 2020 / 5 VIRTUAL TOUCH SPECIAL EDITION
Company and Individual Award Winners: Excellence x 11!
Minus the General Session applause, CS Week’s 2020 Expanding Excellence Awards program proudly announced eight company winners and three individual winners in May. Four company finalists were also recognized. All received, by mail this year, those coveted acrylic statuettes that symbolize dedication, effort and results.
Industry-wide adulation will have to wait less than a year though when 2020 winners will be recognized on the 2021 General Session stage in Tampa, with opportunities for team photos.
In the meantime, click any winner’s logo or Individual Awardees below and watch their short highlight videos, this year narrated by CEO Rod Litke from his home as he complied with pandemic stay-at-home orders.
Company Awards
WinnerLevel II
WinnerLevel I Finalist
Best CIS Implementation
Best Analytics Project
Innovation in Digital Customer Engagement
Innovation in People & Process
PSEG Long Island(Level I)
Southwest Gas Corporation (Level I)
Hydro Ottawa(Level II)
Tucson Electric Power(Level I)
2020 Award winners are selecting summer dates to present Sessions on their successful implementations and projects, with Hydro Ottawa as the first on August 26. Watch your inbox for CS Week emails announcing other dates soon.
The 2021 Expanding Excellence Awards season for company and individual categories opens in September. EEA Mgr, Rachel White is available to answer questions and offer nomination tips and submission advice.
Distinguished Leader Rising StarDistinguished
LeaderTiffany Dennison, Dr, Accts Receivable – Int
Customer Connect Lead, Duke EnergyTomaso Giannelli, Sr Mgr, Business Customer
Division, Southern California EdisonAntonio Diaz III, Sr Specialist, Specialized
Customer Experience Center, Con Ed of NY
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Utility Sessions: CX Lifecycle Track Workshops and COVID-19 TopicsOn the same 2020 calendar dates that Conference 44 workshop would have been presented in Fort Worth, confirmed utility speakers stepped up to at-home computer mics instead. They delivered Utility Sessions covering every Customer Experience Lifecycle track and best practices COVID-19 Sessions.
Starting in July, look for Utility Sessions featuring CS Week 311 presentations too. These show-and-tells primarily focus on customer service/call/contact center challenges and solutions. They represent another opportunity to capitalize on the VIRTUAL TOUCH agenda by attending Sessions that you might not have been registered to attend in Fort Worth.
Across this two-page spread are condensed nuggets, highlighting one Session from each CX Lifecycle track, though some tracks offered multiple Sessions during VIRTUAL TOUCH. With these intros, you’ll want to click the titles, register quickly and watch again or for the first time. CS Week’s On-Demand Webinars makes it easy.
COVID-19 and Energy Assistance: Intersectionality, Policy and Program Evolution
Katrina Metzler, Exec Dir, NEUAC
With 33 million residents either unemployed or underemployed at the time of this Session as a result of the U.S. coronavirus pandemic, this CS Week industry sponsor offered a status on NEUAC’s programs and funding initiatives to make energy more affordable. She emphasized that utilities, like her agency, must remain flexible and evolve quickly to the rapidly-changing landscape of needs.
CustomerAssistance
COVID Session
Performance Management Metrics in the Time of COVID-19;Dashboarding to Deliver Insights
Laura Lemke, Sr Data & Analytics Consultant, Snohomish County Public Utility
Learn how an operational dashboard was stood up by Lemke and her team to provide their utility’s executive leadership and incident
management teams with centralized, actionable information just two months after the first known U.S. case.
The Power of Digital & Automation in Customer Service
Gabe Mika, Digital Strategy & Innovation Leader, Sempra Energy Utilities
Hear how San Diego Gas & Electric developed and implemented almost 50 RPAs, intelligent robotic process automations, and freed up over 135,000 hours of labor capacity annually for more challenging and analytical tasks.
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Predicting Intent: Personalized CX with Analytics and Machine-Learning
Jassi Arora, VP, Business Transformation & IT and Ashleigh Kitchens, Personalization & Analytics Lead, both of Duke Energy
As Duke Energy replaces various legacy systems in their Customer Connect project, see why getting the right content in the right hands at
the right time was and remains so critical to their success.
Improve CX and Revenue Collection with Segmentation Strategies
Rob Mulligan, Mgr, Mid-Market & Revenue Assurance, ENMAX Corporation
Learn how a new collections model based on risk characterization, a revised communication channel strategy and advanced reporting enhancements reduced bad debt by over 11% in just one year.
Driving Organizational Change Through Diversity and Inclusion
Nicole Leon, Dir, Diversity & Inclusion and Kirsy Veloz, Project Specialist, both of Con Edison of New York
Appreciate the vision and drivers that have influenced a culture shift in this utility to one based on engagement at every level.
Customer Service at the Front Door
Eric Van Becelaere, Mgr, Field Services, Evergy
Perception is everything. By changing the look and the mindset of field personnel as they approach customers on their turf, this utility improved CX and increased employee morale.
Customer 360°: Using Data and Analytics to Improve CX
Chris Herndon, Mgr, Customer Data & Analytics, Oncor
See how this Texas utility broke down operational silos, created cross-functional teams and agilely became a data-driven organization.
AMI: More than a Reading
Carolyn MacKool, Dir, Customer Service, DC Water
AMI data, now available to operations besides meter reading, drove deeper analysis and actionable strategies to enhance planning and forecasting, back billing, complaint handling, targeted repairs and revenue assurance at this award-winning utility.
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Supporter Sessions: May - SeptemberThe partnership that CS Week has forged and nurtured with industry vendors across decades reinforces its mission – to deliver unbiased educational opportunities, forums for networking and innovative best practices to advance the CX. When the decision was made to cancel CS Week 2020, those partnerships switched into overdrive. Many stepped forward and booked early dates; others requested placeholder dates through September. Check out these leaders in the utility customer service/IT space and their Session titles below. Click on any title to register and watch.
10 + 7 + 4 + 1 +1 = 23 and Counting!
Building Resilience: Utility AI Across DSM, Customer Engagement, Call
Center, Marketing
Using AI to Create the Next Best Interaction (NBI) for Utility Customers -
Residential and SMB
COVID-19 Pandemic Response – Managing Uncertainty
A CIS Journey: Creating a Digitally-Integrated Utility
Customer Engagement Post-Pandemic: Strategies for Re-Imagining Business
as Usual
The Benefits of Cloud for a Remote Workforce
How Local Government Is Utilizing 311 Service During Pandemic
On the Front Lines of Responsiveness in the Age of COVID-19
Navigating the Next – Digital Transformation in CX Through Agile
Preparing an Organization for a Large-Scale CIS Replacement Transformation
You Had Me at “Chatbot”: Billing & Payment Trends
Title TBD Title TBD
Digital Customer Service Maturity Engaging Customers at Challenging Times
Utility Voices Panel: Taking CIS to the Cloud
Creative Payment Solutions in Unique Times Using Digital Wallets
How Lewisville, TX Transformed Citizen Engagement from the Inside Out
311 Software Solution: Scenarios from a User-Prospective
Contact Centers: Managing Through an Emergency
VIRTUAL TOUCH Supporter Session
The Digital Opportunity for Global Energy and Water Utility Industry
Moving Movers to Digital – Exceed Expectations and Generate Smiles
Investing in Technology, Processes, Programs to Best Serve Customers
Change Your Payment Solution Without Impacting Your Customers
Engage Customers with Data Driven, Personalized Design and Targeted Messaging
Title TBD How Pinellas County Utilities Implemented a New CIS & CSS in 7
Months Amidst a Pandemic
Title TBD
Thank you, 2020 VIRTUAL TOUCH Supporter Session Sponsors!
SUMMER 2020 / 9 VIRTUAL TOUCH SPECIAL EDITION
FridayFridayCS Week Virtual Series
2020 CS Week Research Benchmark Sponsor:
For more information about becoming a CS Week Research member and realizing the benefits of membership, please contact Rachel White.
Starting in June and continuing for seven Fridays through September, Key Account Forum attendees will log in to virtual one-hour webinars that feature the same 2020 agenda topics and presenters that they would have experienced in Fort Worth. While this is an invitation-only
venue, we want to recognize the KAF Friday speakers and their presentation titles to give those who may be interested in 2021 Key Account Forum a sneak peek. To learn more about these Sessions, please contact Rachel White.
CS Week Research members and Key Account Forum venue executives met May 22 and May 26, to review the annual key account benchmark study. The first day was spent breaking open the 2020 report and discussing its results and trends, comparing them to past years and understanding utility operations behind the data. On day two, they discussed a wide range of topics like rate analysis tools, outage notification solutions, hiring and training key account staff, new CRM products in the marketplace, back office support teams, process improvement opportunities and service contracts.
2 ½ + 2 ½
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Virtual Is Valuable: Members Share Metrics and Methods
an Invitation-Only Event
Making Remote a ‘New Normal’
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Jun 19
Jul 10
Jul 24
Aug 7
Aug 21
Sep 4
Sep 18
Leveraging Your CRM to Improve the Customer ExperienceGiGi Carroll, Mgr, Business Client Relationships, JEA Yimi Kierman, Sr Dir, Customer Experience & Major Accts, American Water
Improving Internal Partnering and Relationships with Utility OperationsTed Novicki, Mgr, Key Acct Mgmt-CMP & UI, Avangrid
Establishing a Customer Outreach ProgramMonika Campbell, Mgr, Lg Customer Accts, BGE, an Exelon Company
COVID-19 Roundtable Session 1Moderator: Vakesia Graves, Dir, Business Strategy & National Accts, Duke Energy
How Technology Solutions Are Making Customer and Managing-Body Political Relationships EasierGreg Earl, Mgr, Community & Customer Experience, AEP Ohio Ed Zazzali, Mgr, Business Customer Solutions, PSE&G David Olivier, Mgr, Strategic Accts, Eversource
COVID-19 Roundtable Session 2Speaker TBA
Establishing an Effective Back-Office Support Function Tom Damon, Mgr, Lg Customer Accts and Derrick Williams II, Key Acct Exec, both of OUC
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Its first-year results are impressive. The Electric Vehicle Customer Experience Forum’s inaugural event saw participation from 26 US states and eight Canadian provinces. It included professionals from 30 different North American utilities. Once the face-to-face event was cancelled, EVCx planners quickly pivoted to transform what was to be a one-day Synergy Group into a two-day virtual event. This agility plus the top-shelf content make the attendee overall satisfaction average of 88% even more noteworthy. Most of the content was dedicated to utility experience journeys and featured four large, respected leaders who walked through the whys and whats of their EV programs. Read a couple challenges, opportunities and lessons learned from each and then click the company logos below to watch their Sessions.
John Shipman, Dept Mgr, Electric Vehicles
France Lampron, Dir,Transportation Electrification
Challenges:• Getting Internal by-in• Determining where the greatest value is through market
and customer segmentation
Opportunities:• Targeting transit buses and medium and heavy vehicles• Balancing best ROI and Greenhouse Gas Emission goals
Lessons Learned:• Ensure stakeholder engagement/relationships are solid• Build in flexibility to modify and adjust without refiling
Challenges:• Communicating often and with all involved parties• Overcoming weather challenges that impact installations
Opportunities:• Deploying the insights gained during the pandemic• Emphasizing flexibility with your suppliers
Lessons Learned:• Choose the right stations and suppliers• Stand up a good back office operation
Karl Popham, EV & Emerging Technology Mgr
James Cater, Program Lead, EV Infrastructure Implementation
Challenges:• Ensuring a great customer experience at dealerships• Deciding not if, but how quickly to stand up an EV program
Opportunities:• Filling gaps in skills, experience and expertise with partners
who can make everyone look good• Coordinating infrastructure with adjoining utilities
Lessons Learned:• Get creative with rates and tariffs• Remember the fundamentals: play nice with others, build a
good team and develop everyone into leaders
Challenges:• Incentivizing customers to charge at non-peak times to
drive grid utilization value• Offering alternative programs to support EV equity
Opportunities:• Making your utility central to local discussions about the
transportation space and infrastructure implementation• Making the decision to take ownership and bear the cost
beyond the meter to the parking space
Lessons Learned:• Improve the CX by simplifying legal documentation• Standardize equipment installation specs
4+ 4
8
SUMMER 2020 / 11 VIRTUAL TOUCH SPECIAL EDITION
“I enjoyed the format, and I appreciated the expertise of the speakers and moderators.”
Borne from thought leaders’ conversations and commitments at the 2019 Executive Summit, EVCx was created as a learning and networking venue where utilities can avoid ‘reinventing the wheel.’ Rather, the mission of this growing group is to lead and be an example to utilities across North America who are tackling electrification of transportation – including a discussion of challenges, opportunities and solutions. Working together to share best practices in the EV space is the Forum’s key driver.
What Worked Well and How Could EVCx Forum Be Improved in the Future?
Canadian Electric Association’s David McKendry and Eversource’s Penni McLean-Conner led the EVCx Forum through its inception and this year’s virtual Forum. Both will continue in leadership roles going forward as this Synergy Group grows.
“Moving the Industry Forward” sessions were held both days where attendees could brainstorm, ask questions, respond and give their preferences. Attendees wanted to hear as much about what to avoid with EV programs as what to get right. Attendees also suggested ideas for future Forums which will likely be a combination of face-to-face and virtual events.
“Provide the technology that allows participants to parallel chat.”
5 EV Implementation Strategy Don’ts:
1. Don’t ignore the OEMs’ expectations for the charging network and the potential for OEMs to cost share the investment.
2. Don’t adopt a proprietary solution.3. Don’t take on too much too fast.4. Don’t forget that facilities should be allowed to monetize
electric service to recover their ROI.5. Don’t underestimate the internal and external CX.
5 Requested Topics for Future EVCx Forums:
1. Recommended practices in EV station design that includes CX and accessibility
2. More utility company EV program examples3. Operating and maintenance challenges associated with
charging equipment4. Partnering with municipalities to accelerate electrification
of transportation5. Load management pilots
Keynote speaker Dr. Peter Fox-Penner was joined by McLean-Conner for a lively discussion based on his best-selling book, Melting the ICE. Q&A focused on the critical role utilities play in the deployment of EV infrastructure and the need for them to step up with leadership and programs when the private market is immature. Penner-Fox explained, “There ought to be a way for utilities to create separate business units with separate balance sheets, then transfer them to the highest bidder when the market is ready.” They discussed rate options and the need for utilities to control the EV charging load, among other topics.
Revisit this Keynote Chat and see how Fox-Penner’s educational research and analysis have shaped many utility EV journeys.
With 10+ years in the industry, Dan O’Shea, ABB’s Dir, Utility Strategy & Business eDev, sat down with McKendry to answer questions about best practices and success strategies. Take-aways included:
• Creating open standards for interoperability• Starting small in a controlled manner to work out
the kinks in the value chain• Taking a holistic approach and keeping
departments like procurement and cybersecurity in the loop
• Bringing in outside experts early and often• Determining your utility’s position – leader,
follower, somewhere in between - on the service continuum
Click Dan O’Shea to watch the full interview.
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CS Week 311 planners quickly repositioned a mix of 2020 ENGAGE311 agenda content, Learning Lounges and survey presentations for their VIRTUAL TOUCH lineup. They are excited to feature Supporter Sessions by ENGAGE311 sponsors. The 2020 Award of Excellence winner and finalist webinars kicked off the virtual offerings in June. 311 content will continue through September. All Sessions are recorded and available at On-Demand Webinars and and register for upcoming sessions.
Introducing the CS Week 311 Book Club
“Leadership and learning are indispensable to each other.” – John F. Kennedy
Starting in July, there’s another reason to escape somewhere with a good book. Reinforced by motivational quotes, CS Week 311 is launching a book club for professional learning. Each quarter, participants commit to read one book. They also receive other reading recommendations. At the end of the quarter, the club will meet virtually to discuss their takeaways and share how the book can influence their careers.
Reading List 1: Q3 (July 2020 – September 2020)
Reading Choice: Crucial Conversations: Tools for Talking When Stakes are High, Second Edition By: Kerry Patterson, Al Switzler, Joseph Grenny and Ron McMillan
Book Club Discussion: Thursday, September 24, 11 am
Other Recommendations:1. Authentic Conversations: Moving from Manipulation to Truth
and Commitment2. Becoming Supernatural: How Common People Are Doing
the Uncommon3. The Biology of Belief: Unleashing the Power of
Consciousness4. Bringing Out the Best in People5. The Carrot Principle: How the Best Managers Use
Recognition to Engage Their Employees, Retain Talent and Drive Performance.
Look online, check future Newslines and watch email broadcasts for each quarter’s Reading Choice, discussion date and time.
Click here to add your name to the 311 Book Club Roster
Congratulations to CS Week 311 Award of Excellence 2020 winner, the City of Fort Worth, whose staff presented a June 18 Session showcasing advances to their City Call Center. Some of the most impressive performance improvements have come as a result of their MyFW platforms, which support both customer-facing and employee-facing apps. Data availability and advanced reporting capabilities have ushered in significant service level agreement improvements because now 311 can coordinate more specifically with departments who have gained insights into how and when service requests are received. Higher accountability and greater efficiency are the outcomes. Results are shared with the public on their website. The Center established a scorecard that measures all facets of employee productivity and quality, providing reps with a guide for performance tracking and self-management. This heightened sense of ownership has given Fort Worth ample reasons for celebration and employee recognition.
‘Prince George’s Proud’ was on full display during the 2020 Award finalist’s virtual Session on June 25. Leadership from CountyClick311 explained how they charted their journey to modernization of their County’s customer service center.
By strengthening partnerships with their constituents, nonprofits, businesses and supporting county agencies, the Center has made significant progress. By emphasizing “This is your system,” and implementing new standard operating procedures, the call center:
• Answered an all-time high of 275,000 calls in one year• Achieved a 97% increase in service performance• Answered calls in less than 10 seconds• Hired new call operators, half of which are bilingual• Achieved a call abandonment rate of 1%
2 + 3 + 1 = 6
SUMMER 2020 / 13 VIRTUAL TOUCH SPECIAL EDITION
When work and career anxiety sets in, who can you turn to and pick up your spirits? Next time, try Pegine.
In its first virtual happy hour, Women in Utilities featured Pegine Echevarria; life coach, entrepreneur, author and all-around dynamo. Her keynote message reverberated with four confidence fundamentals: Competence, Dominance, Prominence, Presence. She shared stories of overcoming adversity and perceptions. She urged listeners to kick off unwanted feelings and embrace those that increase their impact, influence and ability to inspire others. Watch her Confidence Karma webinar for the first time or again to remind yourself of your inner strengths and personal power. Soon, you’ll be confidently singing along.
GET HAPPY | STAY HAPPY HOUR
Long-time CS Week sponsor, Oracle Utilities pivoted from its planned face-to-face client Synergy Group in Fort Worth and instead invited clients to join them for two hour-long webinars on Tuesday and Wednesday, June 23 and 24. Neither Session was recorded for proprietary reasons. The first focused on Oracle’s strategic offerings roadmap and the second provided perspectives on AMI innovations and customer engagement:
The Autonomous, Intelligent CIS and the FutureNeel Gulhar, VP, Product Mgmt and Alex Panchula, Dir, Product Mgmt, Oracle Utilities
Maximizing AMI Value: Data-Driven Customer OperationsBrittany Noland, District Project Mgr, American Electric Power; Chad Carsten, Sr Mgr, Customer Analytics & Systems and Elena Johnston, Sr Product Mgr, Energy Solutions, both of Evergy;Wendy Qiu, Sr Mgr, Solution Strategy and Lyn Nelson, Principal Product Mgr, both of Oracle Utilities
Chesapeake Utilities Corp’s Beth W. Cooper and Stacie L. Roberts co-presented the final Power Up series webinar, Be Extraordinary Everyday by Demonstrating Diversity. They shared statistics gathered from the 2019 Morgan Stanley MSCI World Index Survey that showed industry representation of women in various roles: utilities, management, executives and on boards. They identified little-known findings about gender diversity. Several examples prove up the merits: in corporate boardrooms, gender diversity has a positive linkage to stock value; it boosts innovation; it reduces risk; and it positively impacts financial performance. Revisit their presentation and hear their professional journey stories.
Thank you, Women in Utilities Co-Sponsors!
EMPOWERINGWOMEN...
“#1 - How you react, #2 - How you think about those situations and #3 - How you respond are absolutely your responsibility.
How you perceive what happens to you occurs because of your thoughts, and those thoughts cause your actions which drive your results.”
1+ 1
2
1 1/2 + 1 1/2 = 3
14 / CS WEEK NEWSLINE CSWEEK.ORG
Venue Exec and Graduates Sing Its Praises
What better way to educate and engage others than with personal testimonies!
LeadNext hosted its first open webinar to launch 2020 VIRTUAL TOUCH. Venue Executive Vic Hatridge opened by describing the Program’s 2016 origins, its core curriculum and the important role played by retired coaches assigned to each participant. He discussed the monthly webinar schedule and highlighted every class’s favorite part – host utility site visits - this year to Citizens Energy Group in Indianapolis in September 2019 and Duke Energy’s Charlotte headquarters in February. Then, graduates Tena Royal and Andrew Lee took turns sharing personal reflections on their own LeadNext journeys.
Vic Hatridge, Venue Exec, LeadNext, CS Week
Tena Royal, Sr Mgmt Analyst, City of Fort Worth
Andrew Lee, Mgr, Customer & Community Services, East Bay
Municipal Utility District
“It really lit a fire in me… Education has always been something very important to me, to grow in my role and my contribution. LeadNext provided a huge springboard… I am starting my MBA studies in the fall of this year.” – Tena Royal
“My manager wanted me to get a crash course on the meter-to-cash process. I came from a background of architecture, engineering and development…This experience has helped me form my vision of customer service and how to bring value to our customers… My initial investment with LeadNext is still paying dividends.” – Andrew Lee
With its twelve-month curriculum, the 2020-21 LeadNext class and coaches are meeting virtually each month. Thanks to its small size, this class is using web cams for full-group visual calls and enjoying more time for casual discussion and getting to know each other better. Plans for the fall host site visit are pending.
To learn more about LeadNext, including the upcoming nomination/application season and process for the 2021-22 class, visit our website or contact Lisa Collins.
Introducing our 2020-21 Participants & Coaches
Utility Participants:Courtney Brown, Eversource
Adrian Ginyard, Fort Worth WaterSara Norris, Austin EnergyJon Simonson, NW NaturalJason Wallace, First Energy
Coaches:Kathy Grove, APS (retired)
Tony Simas, Eversource (retired)Dave Tomlinson, Duke Energy (retired)
1 + Summer Agenda
SUMMER 2020 / 15 VIRTUAL TOUCH SPECIAL EDITION
The Executive Summit’s Advisory Panel has set dates for a shortened, virtual-only 2020 event. Mark your calendars for Wednesday and Thursday, October 14 and 15; times to be announced. In consideration of travel bans still in place and concerns for face-to-face gathering, the Panel is condensing rich and trendsetting content from 2020’s original agenda into two half-day sessions. This being a by-invitation-only venue, executives will receive targeted emails with specific links and instructions. CS Week is pleased to offer 2020 Executive Summit VIRTUAL TOUCH with no registration fee.
Adaptability Plus: Execs Plan Value-Oriented Virtual Summit
Plans are coming together, and presentation commitments are being secured, including:
• A keynote from Oncor execs mirroring their original Thursday General Session theme, “It’s All Connected: The Modern Culture of Customer Engagement;”
• Supporter Sessions, like those presented during VIRTUAL TOUCH, to be offered on these October dates and extend into November; and
• Topical COVID-19 content relevant to utility experiences in response to the pandemic and going forward.
Execs, watch your inbox for a registration announcement with times, topic titles, speaker names and industry representation.
CS WEEK 2021 | CONFERENCE 45
Submit Your Abstract Today!
CS Week’s Call for Presentations is Open.
Interested in presenting in a CS Week 2021 Synergy Group or a
Conference 45 Workshop? Make sure to submit your abstract
by Wednesday, August 19, 2020!
16 / CS WEEK NEWSLINE CSWEEK.ORG
2612 W Lamberth Rd, Ste 300Sherman, TX 75092-5183903-893-3214 phone | 903-893-6136 faxwww.csweek.org
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April 26 - 30, 2021Tampa Convention Center | Tampa, FL
CS Week 2021It’s a New Dawn for Utilities
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2020 VIRTUAL TOUCH continues through November!Watch for monthly VT Guides, eNews and targeted emails, along with csweek.org updates.
We appreciate the collective YOU! Kudos and heartfelt thanks to YOU, our loyal attendees, resourceful venue/program planning groups, steadfast sponsors and dedicated industry partners, all of whom participated to make
2020 VIRTUAL TOUCH a reality!