2019 Forum Agenda
Agenda updated on 09.26.19
8:00 AM – 8:30 AM: Breakfast (Salon 4)
8:30 AM – 8:45 AM: TMG Introduction/Kick-Off (Salon 3): Mario Bauer, Chief Executive Officer, TMG Consulting
8:45 AM – 9:45 AM: Keynote Address by National Grid (Salon 3): National Grid will discuss the company’s overall customer and technology modernization strategy with the implementation of innovative technology and business practices.
9:45 AM – 10:00 AM: Break
10:00 AM – 10:45 AM: DUAL SESSION OPTIONS
10:00 AM – 10:45 AM: CIS in the Cloud: “Lessons Learned from the Industry’s First SaaS Projects” (Salon 3) City of Lubbock Utilities, Grant PUD & Hillsborough County, FL are all implementing Oracle’s Customer Cloud Service (CCS) and will share their drivers and strategies for choosing cloud and lessons learned from their projects.
10:00 AM – 10:45 AM: VertexOne: Understanding Customer & Equipment Behaviors through Patterns in Data (Salons 1 & 2) Utilities acquire and retain tremendous amounts of data on customers as well as network operational devices, such data is commonly known as Big Data. Vertex practitioners have had a unique opportunity to interact with utility customers for over 23 years. We have observed how different utility customers have diverse needs and exhibit different behaviors repeatedly. With the advancement of analytical capabilities, we have applied various data mining techniques on available data to find patterns that allow prediction of various events or behaviors. Our longest serving data model has been in production since 2012, for Metropolitan Sewer District of St. Louis as part of their Pre-Collect program. MSD uses the data model to assign propensity to pay risk scores to every customer and deploy varying proactive messaging practices based on the risk score to get the customer to pay. The program has allowed MSD to reduce accounts in arrears, increase collections, reduce cost of collection and reduce bad debt allocation. Vertex has used similar data modeling & analysis techniques for customer segmentation, leak detection, lost revenue analysis, load disaggregation, customer enrollment etc.
10:45 AM – 11: 30 PM: SEW Session, Redefining CX-Customer Experience for global Energy & Water Utilities (Salon 3) The Energy & Utility industry is in the midst of a profound digital revolution. As digital permeates industries globally, the utility industry too calls for a dynamic digital solution to cater to the growing expectation of their customers. Such solutions focus on deliver a customer-centric experience to enable utilities to improve customer engagement and provide unmatched customer service. These digital solutions deliver self-service capabilities to provide customers with a seamless – connected experience, through instant access to their account details, view bills & make payments, get real-time insights on their energy and water usage, track service requests, enroll for saving programs & rebates and a lot more. Follow this presentation to know how digital solutions helps utilities prioritize innovation to anticipate customer journey, identify customer touch points, deliver personalized experiences to deliver a better customer experience.
11:30 AM – 12:30 PM: Lunch/Networking (Salon 4)
12:30 AM – 1:15 PM: Oracle Session: Digital Engagement Strategies in the Age of Data Science. AI. Chatbots. Automation. Data. (Salon 3) How well have you been able to put the latest technologies to work for your team? Get ready to discuss machine learning for hyper-targeted customer experience improvements, marketing automation, water conservation, gas safety and more. In this session we’ll dive deep into data-driven digital engagement strategies across utility use cases. We’ll discuss the latest strategies for call center automation, self-service conversion, and deeper, broader engagement.
1:15 PM – 2:00 PM: DUAL SESSION OPTIONS
1:15 PM – 2:00 PM: Red Clay Consulting: AMI for Water: Tapping Meter Data to Transform Customer Engagement (Salon 3) Las Vegas Valley Water District (LVVWD) is turning to Advanced Metering Infrastructure to tackle big challenges common among water utilities today and transform the way it engages and serves customers. At the heart of this initiative is a project to upgrade to an integrated MDM/CIS platform that can help the utility leverage meter data to “connect the dots” across meter-to-cash-to-customer operations. Join this session to hear how LVVWD is laying a connected-data foundation to address key strategic customer and operational objectives, such as empowering customers with better visibility into their accounts and usage, intelligent customer engagement, communications and program promotion, more accurate reads and billing through daily/hourly meter reads, reducing field crew deployments and making service calls more efficient, increasing conservation program performance through targeted communications and enforcement via meter data and protecting revenue through data-enabled leak detection.
1:15 PM – 2:00 PM: Vlocity: Am I valuable to my customers? How does CRM fit into my customer-centric modernization strategy? (Salons 1 & 2) Learn how utilities have changed their approach to customer digital transformation projects and why the smart customer-centric transformations lead with CRM. We’ll dive deep together on questions like, “What path have others taken in their customer-centric and technology roadmaps to deliver customer value?” and “What value should I expect a CRM, like Salesforce, to deliver for my utility and my customers?” We’ll discuss the sea-change that the industry cloud platform is bringing to utility customer service, engagement, and experience and we’ll walk through stories of utility CRM and customer-experience deployments that are delivering on customer value today.
2:00 PM – 2:15 PM: Break
2:15 PM – 3:00 PM: Panel Discussion: The Importance of Emerging Technologies in Selecting a CIS (Salon 3) New technologies and customer demands are reshaping how utilities approach selecting a new CIS. In this panel, utilities that have recently gone through the planning work will discuss their strategies and drivers for their modernization projects, and address topics such as cloud, OCM, and resourcing.
3:00 PM – 3:45 PM: DUAL SESSION OPTIONS
3:00 PM – 3:45 PM: Chatbots to Machine Learning (KloudGin, LWC) “The Real Impact of AI at Utilities” Is it time for Utilities to put their heads in the Cloud & AI? (Salon 3) Learn how LWC is laying foundation for the future by leveraging artificial intelligence, cloud-first and mobile-first technologies to connect their customers, crews, back office, partners, and equipment in real-time, from any device. Listen to their plans on leveraging AI, Chat Bots to create a modern digital engagement platform to service their customers and also create new revenue streams for the future. KloudGin + WAM 2.0 + e-business R12 + ESRI GIS
3:00 PM – 3:45 PM: Utegration Session Connecting Utilities and Customers…AMI Now and Beyond (Salons 1 & 2) Automation has increasingly become the pathway to efficiency gains and effective operations and the multiple functions of metering in the utilities space clearly have benefitted from this trend with the evolution of Advanced Metering Infrastructure (AMI). Along with the multitude of benefits and value propositions related to AMI, comes the need to manage risk while continuing to take advantage of the ever-increasing and fast-paced world of innovation. From a risk management perspective, a new 2-tier model is emerging as an interesting possibility, but with this possibility comes the question…can this simpler model actually reduce risk?
3:45 PM – 4:00 PM: Closing Address Day 1 (Salon 3): RJ Kumar, Chief Operating Officer, TMG Consulting
5:00 PM – 5:15 PM: Board buses: Buses depart at 5:15 for off-site VIP event.
5:30 PM – 8:30 PM: VIP Event at Lucky Strike