Major advances in technology, combined with advances in the ease of access and information-sharing, have created a consumer whose expectations of customer service has increased dramatically. Add to that the rapidly growing use of mobile devices across all customer segments, which further promotes the use of mobile communications as an important avenue to help meet utility customer needs and expectations. Further, research has shown that proactive and timely communications with customers is critical to customer satisfaction.
Utilities are now recognizing that they need to break down application and communication channel silos in order to consolidate the customer experience. Allowing customers to select which communication they want to receive, when they receive it, how often they receive it, and through which communication channel (e.g., text message, email or telephone) is a top priority. In order to achieve this, substantial coordination is necessary. And managing details such as customer contact information, preferred communication channels, and alert timing can be tricky. Nonetheless, that’s why utilities are looking to engagement tools that put customers in control thereby improving customer satisfaction. In response, many are implementing customer preference management systems and stepping up organizational elements such as cross-marketing campaigns, maintaining regulatory compliance and customer engagement.
At this conference, utility and industry professionals will provide guidance to those considering preference systems by sharing 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.
Critique the necessary key strategy elements necessary to build a foundation for dramatic communications improvement
Explain how to improve customer satisfaction while reducing operating expenses by reducing incoming service load
Recognize the necessary components of a good customer experience
Discuss how to build a strong business case in order to bring a holistic omni-channel experience to your customers
Explore how utilities are using mobile technologies
Explain how to improve communications by making incremental improvements to existing processes or technology
Discuss how to establish open lines of communication throughout the organization
EUCI is accredited by the International Accreditors for Continuing Education and Training (IACET) and offers IACET CEUs for its learning events that comply with the ANSI/IACET Continuing Education and Training Standard. IACET is recognized internationally as a standard development organization and accrediting body that promotes quality of continuing education and training.
EUCI is authorized by IACET to offer 1.0 CEUs for this event.
Requirements for Successful Completion of Program
Participants must sign in/out each day and be in attendance for the entirety of the conference to be eligible for continuing education credit.
Case Studies, Panel Discussions and PowerPoint presentations will be used.
Tuesday, December 6, 2016
12:30 – 1:00 p.m. :: Registration
1:00 – 1:15 p.m. :: Opening Remarks
3:15 – 3:30 p.m. :: Afternoon Break
5:00 – 6:00 p.m. :: Networking Reception
Wednesday, December 7, 2016
8:00 – 8:30 a.m. :: Continental Breakfast
10:00 – 10:15 a.m. :: Morning Break
12:00 – 1:00 p.m. :: Group Luncheon
2:30 – 2:45 p.m. :: Afternoon Break
4:30 p.m. :: Conference Adjourns
Auto Contact Channels: Avoiding High-Dollar Consequences for Utilities
Tuesday, December 6, 2016
8:00 – 8:30 a.m. :: Continental Breakfast
8:30 – 11:45 a.m. :: Workshop Timing
Similar to other industries (banking, healthcare, etc.), the energy industry views automated telephone calls and text messages as a current means of communication for a variety of reasons, such as notifying customers of energy-saving programs, unpaid balances, alternative billing arrangements or unplanned service outages. However, before utilizing automated calls or text messages, utilities need to be cognizant of the laws and regulations controlling their use.
For example, the Telephone Consumer Protection Act (TCPA) and the Federal Communications Commission’s (FCC) TCPA rules impose significant restrictions on automated calls and text messages, including those sent by utilities. With high-dollar consequences and unique challenges for the energy industry, utilities need to have strong compliance procedures in place for communicating with customers. Even a seemingly innocuous and well-intentioned text message can have very expensive ramifications.
This workshop will provide valuable information to ensure that a utility plan is properly addressing prospective compliance issues. It will discuss common mistakes utilities make by not having a proper compliance plans in place and how to correct them. For those utilities that are just starting implementation or are further down the road, the workshop will provide the opportunity for attendees to learn key compliance tools and operational practices to avert multi-million dollar TCPA lawsuits.
Review what utilities need to know and implement in order to be TCPA compliant
Discuss programs and processes that enable utilities to avoid lawsuits
Explain details about the 2015 FCC TCPA decision and the recent utility sector ruling
Discuss consent management, verifying phone ownership, the FCC’s risk mitigation suggestions and additional factors that utilities need to consider
Defining a Continuity Philosophy and Strategy
Applicable Techniques and Logistics Support from a Variety of Perspectives
Potential Pitfalls and How to Avoid Them
Keeping the Business Running
Mark W. Brennan, Partner, Hogan Lovells US, LLP
Clients across industry sectors seek Mark Brennan’s practical advice on cutting-edge communications and privacy issues. An experienced advisor, Mr. Brennan is as comfortable assisting clients on FCC and FTC policy and enforcement as he is providing actionable compliance strategies to operations teams. He is most well-known for obtaining significant victories for clients on Telephone Consumer Protection Act (TCPA) issues.
In addition to his TCPA and telemarketing experience, Mr. Brennan helps clients on other privacy and data security matters, including Section 5 of the Federal Trade Commission Act, the FCC’s Customer Proprietary Network Information (CPNI) rules, CAN-SPAM, the Video Privacy Protection Act, the Children’s Online Privacy Protection Act (COPPA), state data breach statutes, and more. He also regularly counsels clients on issues relating to mobile marketing, location-based services, and online behavioral advertising.
Chris Clark, Director of Risk and Compliance, Neustar
Chris Clark has served as the Director of Risk and Compliance at Neustar for over six years. For the last four years, he has helped deploy Neustar’s unique TCPA solutions to the Collections and Financial Services industries. In this role, Mr. Clark and his team are responsible for launching and managing partnerships with dozens of banks, utilities, healthcare companies and collection agencies to develop risk mitigation and operational efficiency strategies within their organizations. He has a BA in Psychology from the Virginia Military Institute
Rob Gilpin, National Sales Executive, KUBRA
Rob Gilpin is a Sales Executive with KUBRA, which is a provider of customer experience management solutions to some of the largest utility, insurance and government entities across North America. He has over 30 years of consulting and sales experience in the fields of voice and data communications. For the past 10 years, Mr. Gilpin has developed self-service communication solutions for more than 80 utilities incorporating voice, text, email, and mobile platforms. He holds a Bachelor of Science degree from Indiana University