Welcome from Progress Energy Florida
• Michael Lewis, Senior Vice President, Energy Delivery, Progress Energy Florida
2:00 PM Wednesday, 10/26/11

• Michael Lewis, Senior Vice President, Energy Delivery, Progress Energy Florida
Michael has served in his role as Senior Vice President of Energy Deliver for Progress Energy Florida since January 2008. He began his career with Florida Power, now known as Progress Energy Florida, in 1986 where he held various engineering positions. He currently serves on the Board of Directors of Pinellas Education Foundation, Junior Achievement of West Central Florida, The United Way of Tampa Bay, The American Red Cross Tampa Bay Chapter, Eckerd Youth Alternatives, Eckerd Community Alternatives, and USF Engineering Leadership Advisory Board.

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UPS Aims to Deliver Upon the Key Drivers of Customer Satisfaction
• Anne Bowen-Long, Vice President – Strategic Accounts, UPS

As is true for utilities, the logistics industry is always working toward improving its customers’ experiences. UPS is internationally known not only for its clever marketing campaigns, but its evolving customer service. While the organization’s contact centers are still fully equipped to handle customers’ needs, ups.com offers a wide range of self-service options that offer quick customer service while also creating operational efficiencies for the business. Anne Bowen-Long, Vice President of Strategic Accounts for UPS, will discuss continuous improvements employed by UPS, ranging from customer contact to online services to providing customers with more detailed billing history and related information. Anne will also detail how UPS persistently aims to take customer care to the next level, including a brief history surrounding the strategy of best utilizing the well-known drivers - key organizational assets - that serve as the day-to-day face of the organization.

• Anne Bowen-Long, Vice President – Strategic Accounts, UPS
Anne’s experience at UPS spans across many functions including Sales, Marketing and Operations. As Vice President of Strategic Accounts, Anne is responsible for leading a sales team charged with driving business growth across UPS's portfolio of services. She oversees and directs the development of business plans and strategies that generate global revenues and profit growth.

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Strategic Vision in a Time of Industry Transformation
An Executive Panel Discussion
• Tim Burke, Vice President, Customer Service and Public Affairs, Omaha Public Power District
• Kathleen Kerr, Vice President, Customer Services, New Jersey Natural Gas Company  
• Michael Lowe, Customer Services Executive, Salt River Project
• Willette Morman, Interim Vice President, Customer Service, Progress Energy
8:30 AM Thursday, 10/27/11

The customer relationship is evolving. How are utilities addressing this change through technology, process improvements and a new way of thinking? Utilities must know and understand customers as they strive to offer superior service, successful programs and leverage emerging technologies and communication channels. Together, these initiatives impact the customer experience and, ultimately, customer satisfaction. How are the leading utilities addressing and coping with change? Where does their focus lie? How do their strategies today differ from yesterday? This panel will offer thoughtful executive insights from leading, customer-focused utilities.  

• Tim Burke, Vice President, Customer Service and Public Affairs, Omaha Public Power District
Tim joined Omaha Public Power District (OPPD) in April 1997 as vice president. He currently oversees Customer Service Operations, Customer Sales and Service, Customer Operations Planning and Administration, Economic Development, Safety, Corporate Communications, Operations Analysis and Governmental Affairs. Tim serves on the Board of Directors of the Nebraska Power Association, Bellevue Chamber of Commerce, Wellness Council of the Midlands, Fontenelle Nature Association, All Our Kids/Winners Circle, Center for Human Nutrition and is a member of the Offutt Air Force Base Advisory Council and Alegent Health Advisory Council. He also serves on the Executive Committee of Midwest Energy Association, is a member of the Governor’s Commission on Economic Development, the Second District Judicial Nominating Commission and the Kansas State Power Affiliates Board.

• Kathleen Kerr, Vice President, Customer Services, New Jersey Natural Gas Company  
Kathleen joined New Jersey Natural Gas Company (NJNG) in 2005 and is responsible for overseeing the utility’s meter-to-cash processes and customer satisfaction. She is a member of the Benefits Administration Committee and the Executive Safety Committee at NJNG. Before joining NJNG, Kathleen served for 19 years at Public Service Electric and Gas where she held various leadership positions in Customer Services, including the role of director of customer service.

• Willette Morman, General Manager, Customer Care, Progress Energy Florida
In addition to serving as the General Manager of Customer Care for Progress Energy, Willette also holds the role of Interim Vice President of Customer Care. She supervises more than 350 employees who provide customer service for over 14 million customer calls a year. Willette is also responsible for Billing, Credit/Collections, Remittance Payment Processing, Consumer Affairs and Revenue Protection Energy Theft.  In this position, Willette ensures that the customer service organization exceeds customer expectations by delivering superior customer care, service options and emergency responsiveness not only to the 1.6 million Florida customers, but also through after-hours responses handled in Florida for all of the 1.4 million customers Progress Energy serves in the Carolinas. Willette has more than 30 years experience with Progress Energy in Customer Service, including work as a project analyst, supervisor and as manager of Call Services in Raleigh. 

• Michael Lowe, Customer Services Executive, Salt River Project
In his role as troubleshooter and change agent, Michael leads a staff of 840 with an annual budget in excess of $200 million for Phoenix, Arizona-based Salt River Project, the 3rd largest public power agency in the nation. He directs major customer programs and initiatives that drive quality and high customer satisfaction. His focus on governance and streamlined business processes drives effective use of technology and efficient use of corporate resources. As a result, SRP is able to get competitive products and services to the market more rapidly and retain valuable intellectual property. His operational responsibilities include new product development, sales, call centers, regional customer service offices, metering, meter reading, billing and collections. Michael is instrumental in shaping service delivery at SRP as a means to increase competitive advantage. He has delivered a host of services leading to enhanced customer satisfaction and loyalty. These include the largest program for prepaid electric service in North America; a territory-wide network of utility-owned automated payment kiosks processing seven million payments per year; and one of the largest time-of-use pricing programs in the United States.

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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
9:30 AM Thursday, 10/27/11

Combining technology and product design with a keen understanding of human behavior can influence change and improve the utility website user experience. Aclara recently conducted extensive research on this topic along with Master of Science in Human Factors in Information Design graduate students at Bentley University. Meena Kothandaraman, Adjunct Professor at Bentley University, will discuss the goals, methodology and results of this user experience research, which looked at current and future online energy efficiency applications to discover how customers interact with, learn from and share energy information using the web and Home Area Networks. 

• Meena Kothandaraman, Adjunct Professor, Bentley University
Meena is an author, accomplished musician in the South Indian Classical music style and an educator. She teaches at Bentley University and designs application interfaces to ensure user-friendliness. A key component of her professional life is to see things from the user perspective. She accomplished this feat in one book she authored by exploring one's name through the eyes of children. Meena shares a unique perspective from her personal and professional life on what it is like to grow up balancing multiple cultures.

• Andy Zetlan, Vice President, Product Management, Aclara
Andy has spent his 35-year career in the utility industry, serving within one utility, multiple consultancies as well as for technology firms who serve the industry. He is a recognized expert in utility information systems and Smart Grid solutions. After beginning his career at Delmarva Power, Andy entered consulting, with experience ranging from utility project consulting at Coopers & Lybrand to serving as a Principal at Skipping Stone. He has also served in senior positions at several prominent technology companies, including most recently at Oracle as Executive Director of Utility Industry Solutions and at Telvent as Smart Grid Executive. 

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Customer Service and Marketing Best Practices Award Winners
8:30 AM Friday, 10/28/11

Don’t miss the opportunity to hear directly from the award winners! The Chartwell Best Practices Awards have quickly become a well-known and coveted recognition of excellence in the industry. During this session, we will hear directly from the winners what they did to achieve such distinction. Chartwell’s Best Practices in Customer Service award recognizes achievement in customer satisfaction improvement, customer contact/call center initiatives, web-based service, billing and payment, or field-based customer service. Past award winners include Arizona Public Service, Duke Power, LCEC and DTE Energy. Chartwell’s Best Practices in Marketing award recognizes the marketing or communications campaign that has achieved the highest levels of creativity in implementation and execution, originality/ innovation and measured results. Past award winners include Arizona Public Service, Ameren Illinois, BC Hydro and PECO Energy. These Best Practices presentations will provide in-depth information around the development, implementation and results of the initiatives Chartwell analysts dubbed as the best for 2011.

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Evaluating the Economic Factors of Customer Satisfaction
• Claes Fornell, Founder and Chairman, American Customer Satisfaction Index
12:00 PM Friday, 10/28/11

The implications of satisfying customers go beyond top quartile national rankings. The variables needed for high performance are numerous; the resulting benefits can be plentiful. Using data from the American Customer Satisfaction Index (ACSI), the national economic indicator created for measuring quality of economic output, Founder Claes Fornell will detail the correlation between companies with highly satisfied customers and those consistently outperforming the market. Does investing more in resources and technology result in more satisfied customers, and what is the resulting return on investment? What strategies are the high performers employing to reach - and stay at - the top? Claes will discuss the implications of business performance and the resulting outcomes during this luncheon presentation.

• Claes Fornell, Founder and Chairman, American Customer Satisfaction Index
Claes is one of the world's leading experts on Customer Satisfaction Measurement and Customer Asset Management. He is responsible for the development and design of the American Customer Satisfaction Index (ACSI), a national Economic Indicator, and for similar indices in Europe and Asia. He is also the Donald C. Cook Professor of Business Administration at the University of Michigan. Claes has written more than 60 articles and books. He also has served on the editorial board of all the major academic journals in the field and regularly appears in both broadcast and print media as an expert on customer satisfaction and its implications on corporate performance and financial markets. According to a 2008 study by the Institute of Operations Research and Management Sciences, he is the most influential marketing scholar in the world in both business and academia. Claes' most recent book, The Satisfied Customer: Winners and Losers in the Battle for Buyer Preference, was recently published in Italian and Spanish.

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Customer Relationships: It's About What You Say and How You Say It
• Dr. Valerie Bram, Managing Director, T2 UK Ltd
• Lynda Campbell, General Manager, Cardiff Customer Services Centre, British Gas
1:30 PM Friday, 10/28/11

Psycho-Linguistics is the study of the neurobiological and physiological factors that allow humans to use, comprehend, acquire and produce language. Applied Psycho-Linguistics is 'the use of language to manage perceptions and influence subsequent behavior.' This is what gives customer communication its competitive edge. Utilities talk to their customers every day. But what corporate personalities do the conversations project? What brand values do the words convey? The reputation of a utility, its relationship with its customers and overall performance depend on how the market place, the media and its customers view the organization. In this session, you will learn the powerful roles that language and Psycho-Linguistics play in fostering stronger customer connections and boosting the bottom line.

• Dr. Valerie Bram, Managing Director, T2 UK Ltd
T2 UK Ltd is an international consultancy company in London. For more than 20 years, Valerie has been heavily involved in Psycho-Linguistic projects for both the public and private sectors, specifically: banking and financial services, the leisure industry, manufacturing, transport and utilities. She has also worked for the British Government Know-How Fund, EU Phare/Tacis Aid programs and the Government of Trinidad and Tobago. Her professional activities have taken her to Africa, Asia, Canada, Eastern & Central Europe, the Caribbean and, most recently, to the U.S.

• Lynda Campbell, General Manager, Cardiff Customer Services Centre, British Gas
Lynda has successfully led a significant program transformation within British Gas' Cardiff Customer Services Centre, with the challenge of changing the hearts and minds of 1,200 people to becoming entirely focused on the customer to deliver an award-winning experience. Lynda runs this division of a $1.1 billion customer value business using a very simple model to deliver this transformation: happy people = happy customers = profit. The results include an increase of 62 points in customer advocacy scores and a reduction in complaints of more than 1,000%. The centre was crowned as the European Call Centre of the Year as well as the Best Centre to Work for in Europe in 2009 and 2010. In total, Lynda's team has garnered 22 external awards in two years for the centre's initiatives.

Utility Consumer Engagement in our Smart Grid Future
An Executive Panel
Panelists
• Meena Kothandaraman, Adjunct Professor, Human Factors and Information Design Program, Bentley University
• Robert Geneczko, Vice President, Customer Services, PPL Electric Utilities
• Al Destribats, Vice President, Advisor to Energy & Smart Grid Practice, J.D. Power and Associates
• Mark Johnson, Vice President Content and Publisher, EnergyBiz at Energy Central

Moderator
• Andy Zetlan, Vice President, Product Management, Aclara

The Smart Grid era has brought with it a sea change in the area of consumer engagement. Utilities are now moving aggressively to new forms of customer communication and engagement and have found the need for advanced education of a population that is curious and often concerned about the move to advanced metering systems. Throughout the last decade, utilities have piloted new consumer engagement approaches, and the industry has learned much from those initial implementations. With this knowledge in hand, the industry will continue its sharp focus on Consumer Engagement as utilities roll out new rate structures, engage through social media and provide opportunities for customers to save resources and money even as they continue to stress utility networks. This panel will focus on the future of utility advanced Consumer Engagement. It brings together experts who all have direct experience in this field, from inside the utility and outside. The panel will begin with observations around the challenges that we have in Consumer Engagement and in expressing those observations. The panel will then discuss the future, including the types of consumer engagement approaches that are needed, how they are implemented and how customer education is served. Attendees will also hear a detailed discussion on how utilities are gaining in this area and a vision of what the future might look like from each panelist’s perspective.