Billing and Payments for Utilities 2017
January 19-20, 2017 | Phoenix, AZ
Billing and customer satisfaction is at the heart of most businesses, but for the utility industry, changes in the market environment, the advent of distributed generation, and smart grid technologies, as well as energy efficiency mandates, have converged to place growing strains on utilities. Customer billing has evolved over the years from a basic model where utilities gathered energy consumption data every other month to produce a paper invoice sent via snail mail to a dynamic model where energy consumption is tracked frequently. The innovative metering and communications technology available in today’s utility market has revolutionized the way utilities collect and use daily usage and billing data.
As energy costs continue to rise, customer payments represent an ongoing challenge for utility providers. To alleviate this burden, utilities can improve both cash flow and the customer experience by adapting to the changing communication needs. To ensure a two-way conversation, utility providers need to make sure they are able to efficiently interact with customers across all channels, including email, SMS and mobile. New ways to improve customer relationships and payment behavior include using highly-targeted proactive messaging and personalized web and e-billing portals, which ensure that each customer’s communication channel preferences are covered.
This conference will bring together utility and industry experts who interact daily with the billing process and payment systems. Speakers will address issues specific to the massive amounts of data from smart meters and how to inform, educate, and encourage customer loyalty in these rapidly changing times. Conference attendees will learn best practices, keep up with the latest developments, and enjoy networking with industry peers.
- Assess the functional requirements that are necessary for your billing system
- Discuss common challenges that are experienced during billing system implementations
- Discuss how CIS upgrades help provide customers with a better billing experience
- Evaluate new initiatives for utilities that utilize smart meter data
- Discuss programs that leverage smart meter data to transform the billing process
- Identify technologies available for assisting with utility billing and payment processing functions, online and mobile payments
- Critique the business and political processes and factors entering into a decision process
EUCI has been accredited as an Authorized Provider by the International Association for Continuing Education and Training (IACET). In obtaining this accreditation, EUCI has demonstrated that it complies with the ANSI/IACET Standard which is recognized internationally as a standard of good practice. As a result of their Authorized Provider status, EUCI is authorized to offer IACET CEUs for its programs that qualify under the ANSI/IACET Standard.
EUCI is authorized by IACET to offer 1.1 CEUs for this conference and 0.3 CEUs for the workshop.
Requirements for Successful Completion of Program
Participants must sign in/out each day and be in attendance for the entirety of the course to be eligible for continuing education credit.
Case Studies, Panel Discussions and PowerPoint presentations
Thursday, January 19, 2017
12:30 – 1:00 p.m. :: Registration
1:00 – 1:15 p.m. :: Opening Announcements
SESSION I: CONTINUOUS IMPROVEMENTS TO BILLING
2:45 – 3:15 p.m. :: Networking Break
5:00 – 6:00 p.m. :: Networking Reception
Friday, January 20, 2017
8:00 – 8:30 a.m. :: Continental Breakfast
SESSION II: SMART METERS AND BILLING
10:00 – 10:30 a.m. :: Networking Break
12:00 – 1:00 p.m. :: Group luncheon
SESSION III: CIS AND BILLING
2:30 – 3:00 P.M. :: Afternoon Break
4:00 p.m. :: Conference Adjourns
Improving Customer Satisfaction
Thursday, January 19, 2017
8:00 – 8:30 a.m. :: Registration & Continental Breakfast
8:30 – 11:45 a.m. :: Workshop Timing
Customer experience for today’s utility industry continues to take on new importance and dimensions resulting from trends in technology, markets, and customer expectations. Utilities are operating in a challenging environment as a result of rising customer expectations, changing customer behavior, multi-channel access, smart meter rollouts, Customer Information System transformation, and tough customer service standards. These result in reduced customer satisfaction, increased revenue leakages and increased cost to serve. The evolving regulatory landscape compounds the challenge. Utilities need to implement new business models and strategies for enhanced overall efficiency and improved customer satisfaction.
In this workshop, utility and industry professionals will provide guidance and share their innovative strategies for enlisting technology to improve customer satisfaction. Attendees will take away additional knowledge and resources required to implement effective solutions in order to accommodate the customer of today and the future.
- Discuss customer service challenges for utilities
- Explain coping with change
- List steps to improve customer service
- Discuss the results of improving processes and systems
- Evaluate the role of the billing system
John Bord, Manager of Customer Experience, Tucson Electric Power
Mr. Bord is accountable for analyzing and understanding the company’s residential, multicultural and commercial customers through primary research initiatives and business intelligence. He supports customer-facing business units to enhance the effectiveness of energy efficiency programs, new product development, business communications, billing and payments, renewables, customer service and call center communications. Prior to joining TEP in 2012, Mr. Bord was Chief Marketing Officer for Guevavi, an international customer engagement firm that worked with Fortune 500 clients in the U.S. and Latin America. From 2001 to 2008, John served as a Senior Business Segment Manager at Salt River Project, where he also managed marketing, communications and community events for the Hispanic consumer segment. Before joining SRP, he was Executive Director of Arizonans for Cultural Development, a statewide nonprofit advocacy organization. In 1997 and 1998, he was invited to the White House by President Clinton for the National Medal of Arts Awards. He received his Bachelor of Science in Communication with Honors from Arizona State University and earned an MA in Organizational Management from the University of Phoenix
Yvonne Nomizu, CEO and Managing Director, PCG
Ms. Nomizu has worked in the service arena for more than 30 years as a line manager in the service-intensive businesses of hotels/hospitality, consulting, financial services, and high tech. She has led marketing and new products at Johnson & Johnson, Holiday Inn, and high-tech startups, and she managed service operations at Goldman Sachs and Westin. Her customer service experience also includes five years in the hospitality industry, where she was trained in all facets of hotel operations, opened new hotels, conducted consumer research, planned guest services, and streamlined service operations. As a principal with CSC Index, Ms. Nomizu reduced overhead by $35 million, managing a 70% corporate staff reduction and retraining existing staff for a shared services model. In her work with federal government agencies, she was involved in the formulation of a division-wide customer satisfaction strategy at the IRS. At McNeil Consumer Products (Johnson & Johnson), she championed acquisition of LACTAID nutritionals and led the brand to a 7.4 unit share gain in six months, winning the J&J Entrepreneurial Award. She graduated cum laude with an A.B. from Harvard and has an MBA from the Stanford Graduate School of Business.
Jon T. Brock, President, Desert Sky Group, LLC
Jon Brock formed Desert Sky Group to address the needs of the utility and energy industries, specifically the need for independence and unbiased advice in changing markets. Formerly the co-founder, President, and COO of utility advisor UtiliPoint International, he has over 23 years of experience delivering unmatched advice for today’s utility and energy markets. He serves on the Executive Advisory Committee for CS Week, the Planning Committee for the Smart Grid RoadShow, and is an active member of the Society of Competitive Intelligence Professionals. He has served on utility/energy-related boards in the member and advisory member positions and has provided testimony and audit services to state and provincial commissions related to utility customer service and technology investments. Mr. Brock holds a B.S. in management science/computer systems from Oklahoma State University and an M.B.A. from the University of Tulsa.
Adrienne S. Alcazar, Director, Field & Payment Services, Customer Accounts & Operations, CPS Energy
Lauren Barginear, Supervisor, Treasury Transactions
Chris Bond, Senior Consultant, User Experience, optimalCX solutions, LLC.
Steven Bott, Manager, Continuous Improvement, Ameren
Jon Brock, President, Desert Sky Group, LLC
Dennis Crumb, President, optimalCX solutions, LLC.
Maria Dechellis, Chief – Customer Support and Services, City of Baltimore
Shaun Hewitt, Director of Operations Support, Region of Peel
Charlie Hu, Director – Revenue Services Organization, Southern California Edison
James Kosmalski, Manager of Meter Operations, Region of Peel
Gina Maggard, Principal Project Manager, Baltimore Gas & Electric
Valerie Pomerenke, Customer Billing Manager, Salt River Project (SRP)
Denise Smith, Director of Customer Care and Experience, Tucson Electric Power Co.
John Stoll, Managing Director – Customer Utilities, Chelan Public Utility District
Jenifer White, Revenue Billing & Controls Manager, Alabama Power Company
Renaissance Glendale Hotel & Spa
9495 W Coyotes Blvd
Glendale, AZ 85305
To reserve your room, please call 1-623-937-3700 or book online here.
Please indicate that you are with the EUCI group to receive the group rate.
The room rate is $209.00 single or double plus applicable taxes.
Room Block Dates:
A room block has been reserved for the nights of January 18 – 19, 2017.
Rate Available Until:
Make your reservations prior to January 5, 2017. There are a limited number of rooms available at the conference rate. Please make your reservations early.
|Proceedings package||US $ 295.00|