WORKSHOPS AT-A-GLANCEAnalytics

Billing & Payments

Contact Center

Credit & Collections

Digital Customer Engagement

Field Services

Strategies & Management

Water Focus

Canadian Focus

Session 1: Wednesday, 9:30 am – 10:30 am

Utilizing Big Data to Enhance SMB Customer Outreach | Room 14

Complex Bill Automation | Room 16

Live Chat: Enabling Real-Time 2-Way Customer Communications | Room 24

Providing Award Winning Service Through Online Engagement | Room 22

Enhancing the Customer Experience Through Collection Activities | Room 20

Reinventing the Customer Experience During Outages, an Agile Approach | Room 19

How Digital Labor Is Transforming Customer Service Operations | Room 18

Redefining User Experience Through “Mobile First” & “Customer Engagement” Strategy | Room 12

Dual Transformation: Transforming Your Customer Platform for the Present and Future | Room 11

Navigating the Cloud: Practical Strategies and Solutions for Utilities | Room 13

Session 2: Wednesday, 10:45 am – 11:45 am

New Customer Values Through Smart Analytics | Room 14

Engaging the Voice of the Customer in Bill Redesign | Room 16

Remote Agents – Home Sweet Home – 0 Miles | Room 24

Elevating the Customer Experience with a Mobile App | Room 22

Journey to Customer Experience | Room 18

Better, Faster, Cheaper. Changing the Way CIS Implementations Are Executed | Room 12

Accelerating Program Success with Omni-Channel Instant Rebates | Room 11

Rise of CRM | Room 13

Current at Time of Printing

Embracing VOC to Improve the Customer Experience | Room 14

Taking a Bite Out of E-Check Fraud! | Room 16

Expanding What’s Possible in Self-Service with Virtual Assistants | Room 24

Delivering a Customer-Managed Preference and Service Center Online | Room 22

Understanding Low-Income Utility Customers | Room 20

Utilizing Data Analytics to Identify Broken Meters | Room 19

Applying Analytics to Create Insights, Efficiencies and Value for Customers | Room 18

Strategic Electrification and the Alliant Customer Experience Room 12

Success for Utility Applications in the Cloud | Room 11

Creating Customer Transparency into User’s Consumption | Room 13

Session 4: Wednesday, 3:00 pm – 4:30 pm

Improving Accuracy and Reducing Costs with Drive-By Data Room 14

Utilizing Customer Analytics to Drive Electronic Billing Adoption | Room 16

Flipping the Customer Service Model | Room 24

Leveraging Business Intelligence to Increase Engagement and Eliminate Pain Points | Room 22

Getting Back to Normal After Disasters | Room 20

Mobile Work Management Benchmarking | Room 19

Best Practices in CIS Implementation | Room 18

Utility Industry Disruption: 4 Profound Trends Impacting IT Modernization Projects | Room 11

How Technology Can Aid Your Transformation | Room 13

Continued

Expanding Excellence Awards

Sponsor Solutions

Session 3: Wednesday, 1:45 pm– 2:45 pm

WORKSHOPS AT-A-GLANCEAnalytics

Billing & Payments

Contact Center

Credit & Collections

Digital Customer Engagement

Field Services

Strategies & Management

Water Focus

Canadian Focus

Session 5: Thursday, 9:15 am – 10:15 am

Reliability Analysis: Realizing Value by Proactively Improving Restoration Efforts | Room 14 Moving Customers from Crisis to Sustainability | Room 16

Free, Yes Free, Ways to Create a Culture of Engagement | Room 24 Shaping Customer Experience Using Real-Time Controls & New Rate Plans | Room 22

Leveraging Benefits of E-Notifications to Improve Customer Correspondence | Room 20 Meter to Cash Optimization Initiatives | Room 19

Watch Out, Utilities! Airbnb, Uber and Blockchain Are Knocking on Your Doors | Room 18

Winners of 2018 Expanding Excellence Award for Innovation in Digital Customer Engagement | Room 12

Abracadabra! Amazonify Your Utility Customer Experience without a Huge Upgrade | Room 11

Session 6: Thursday, 10:30 am – 11:30 am

Leveraging Artificial Intelligence Technology to Improve the Bill Payment Experience | Room 16

Driving Performance with Behavior-Based Quality | Room 24

Letting the Customer Lead the Way | Room 22

Data That Moves Collections Forward | Room 20

Utilizing Change Management Principles to Improve Safety in the Workplace | Room 19

Transforming the Small and Medium Business Experience Room 18

Winners of 2018 Expanding Excellence Award for Best Analytics Project | Room 12

Utility Platform for Digital Transformation | Room 11

Session 7: Thursday, 2:30 pm – 3:30 pm

Lessons Learned on Our Journey to Improve Reporting and Analytics | Room 14

Applying Forensic Methodologies to Bill Print Review | Room 16

Customer Representatives Taking Training to the Next Level | Room 24

Innovating the Credit and Collections Process to Achieve Strategic Success | Room 20

Designing an Intentional Customer Experience During an Outage | Room 19

Accelerating Internal Productivity & Energy Services | Room 18

Winners of 2018 Expanding Excellence Award for Best CIS Implementation | Room 12

Phone Data Management Is More Than Just TCPA | Room 13

Unleashing the Power of Existing Data | Room 14

Understanding Community Solar, Net Metering and Electric Vehicles | Room 16

From Strategy to Action – Creating the 2020 Contact Center Room 24

Gas Emergency E-Learning | Room 22

Personnel Deployment During Mass Outage | Room 19

Cloud: Is It in Your Forecast? | Room 18

Energizing Women in Utilities: Let’s Talk About Work-Life Balance | Ballroom D

Winners of 2018 Expanding Excellence Award for Innovation in People and Process | Room 12

Call Center Operator Utilization | Room 24

Evolving Customer Care to Boost Social Media Engagement Room 22

How to Mitigate Drop in Collections After CIS Go-Live | Room 20

What’s Your Number? Using the Enneagram to Encourage Employee Engagement | Room 18

Expanding Excellence Awards

Sponsor Solutions

Session 7: Thursday, 2:30 pm – 3:30 pm, continued

Session 9: Friday, 8:15 am – 9:15 am

Session 8: Thursday, 3:45 pm – 5:00 pm