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EMACS 2011 Final Agenda!
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(CPM) Customer Programs and Marketing
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| Wednesday, October 26 |
| 7:30 AM |
Registration |
| 8:30 AM - 1:00 PM |
Member Symposium |
2:00 PM |
Opening General Session
Welcome from Progress Energy Florida, Michael Lewis, Progress Energy Florida
UPS Aims to Deliver Upon the Key Drivers of Customer Satisfaction, Anne Bowen-Long, UPS
Presentation of Best Practices Awards |
4:00 PM |
Refreshment Break |
4:30 PM |
Exhibit Hall Tours |
5:30 PM |
Opening Networking Reception |
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Thursday, October 27 |
7:30 AM |
Registration and Breakfast in Exhibit Hall |
8:30 AM |
Executive Panel Discussion
Tim Burke, Omaha Public Power District
Kathleen Kerr, New Jersey Natural Gas Company
Willette Morman, Progress Energy
Michael Lowe, Salt River Project |
9:30 AM |
How Human Behavior Influences Change that Improves the Utility Website User Experience
Meena Kothandaraman, Adjunct Professor, Bentley University
Andy Zetlan, Vice President, Product Management, Aclara |
10:15 AM |
Refreshments in Exhibit Hall |
Noon |
Luncheon in Exhibit Hall |
| 1:00 PM
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(CC) Internal Process Improvements Yield Customer Contact Successes, Denise Hutchinson, APS |
(CPM) Online Portal and In-home Displays Offer an Experience Beyond Technology, Gail Allen, KCP&L |
(BP) Leading Paperless Billing Initiative Continues to Generate Customer Accolades and Operational Benefits, Christina Lovering, TECO |
| (CC) Mobile Applications: More than Just Small Websites, Patrick Duffy, DTE Energy |
(CPM) Increasing Business Customer Awareness of Energy Efficiency Opportunities, Kevin Bricknell, ComEd |
(BP) Implementing a Successful Bill Reformat, Juli Comstock, OPPD |
| 2:30 PM |
Networking Break in Exhibit Hall |
3:30 PM |
(CC) The Next Generation of Going Social and Mobile, Glen Thomas, MLGW |
(CPM) Employing a SmartConnect™ Customer Engagement Strategy, Mark Podorsky, SCE |
(BP) Offering Customers Comprehensive Payment Options, John Sutphin, Piedmont Energy and Lauren Mesch, Western Union Payment Services |
| (CC) Effectively Managing eCustomer Care, Sonia McCollum, Georgia Power |
(CPM) Smart Meter Installation Outreach Enhances Customer Relationships, Risa Baron, SDG&E |
(BP) Paperless Billing Feature Yields Customer and Environmental Benefits, Lee Stillwell, City of Tallahassee and Barrie Arnold, Striata |
7:00 PM |
| Taste of EMACS |
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Friday, October 28 |
7:30 AM |
Registration and Continental Breakfast |
8:30 AM |
Best Practices Award Winner Presentations |
10:00 AM |
Refreshment Break |
10:30 AM |
(CC) Intelligent Call Channel Management Delivers Operational and Customer Benefits, Dave Tomlinson, Progress Energy |
(CPM) Using Multi-channel, Segmented Communications to Effectively Deliver Program Information, Juliet Shavit, SmartMark Communications and James Demarest, Pepco Holdings |
(BP) Making Billing and Payment a 'Carefree' Process, Sarah Sharp, Entergy |
| (CC) Smart Grid will Require Smart Call Centers, Becky Merritt, Dominion Virginia Power |
(CPM) Making Energy Management Simpler for Residential and Commercial Customers, Nadja Lalvani, City of Naperville and Dave Tilson, West Monroe Partners |
(BP) Billing & Beyond: Building Dynamic Customer Relationships,
Andres Wolberg-Stok, Citi
and William Kinnelly, ORCC |
Noon |
Evaluating the Economic Factors of Customer Satisfaction, Claes Fornell, ACSI |
1:30 PM |
Customer Relationships: It's About What You Say and How You Say It, Valerie Bram, T2 UK Ltd. and Lynda Campbell, British Gas
Utility Consumer Engagement in our Smart Grid Future - An Executive Panel
Panelists
Meena Kothandaraman, Bentley University
Robert Geneczko, PPL Electric Utilities
Al Destribats, J.D. Power and Associates
Mark Johnson, EnergyBiz at Energy Central
Moderator
Andy Zetlan, Aclara |
3:00 PM |
Conference Adjourns
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Website maintained by Nancy Graves.
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