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TMG 2019 Utility Forum Agenda

The Forum agenda and times are subject to change.

2019 Forum Agenda

Agenda updated on 08.19.19

8:30 AM – 8:45 AM: TMG Introduction/Kick-Off: Mario Bauer, Chief Executive Officer, TMG Consulting

8:45 AM – 9:45 AM: Keynote Address by National Grid: 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 AMBreak


10:00 AM – 10:45 AMCIS in the Cloud: “Lessons Learned from the Industry’s First SaaS Projects” 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: Customer Segmentation Analytics by VertexOne 

10:45 AM – 11: 30 PM: SEW Session

11:30 AM – 12:30 PMLunch/Networking

12:30 AM – 1:15 PM: Oracle Session: Digital Engagement Strategies in the Age of Data Science. AI. ChatbotsAutomation. Data. 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: Red Clay Consulting: Replacing Legacy Systems with a Customer Experience Focus

2:00 PM – 2:15 PM: Break


2:15 PM – 3:00 PMPanel Discussion: The Importance of Emerging Technologies in Selecting a CIS 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.

2:15 PM – 3:00 PM: Utegration


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? 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 : Vlocity

3:45 PM – 4:00 PM: Closing Address Day 1: 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

8:30 AM – 8:45 AM: TMG Introduction/Kick-Off Pam Glanvill, President, TMG Consulting

8:45 AM – 9:45 AM: Panel Discussion: Duke EnergySouthwest Gas & ConEd 

9:45 AM – 10:00 AM: Break

10:00 AM – 10:45 AM:  SAP Panel Discussion “How to Build a Business Case and Value Assessment for a Transformation Project”  The SAP panel discussion will discuss the preparation required, options available, execution plan, best practices, lesson learned, and desired outcomes.  Answering the questions of why, what, how, and the impact for the organization early in the lifecycle establishes the guiding principles to implement a successful transformation project.  

10:45 PM – 11:15 AM: AI Driving innovation for Asset Management HCL Technologies (HCL), a leading global technology company, has partnered with Harris Geospatial Solutions Inc., a subsidiary of Harris Corporation (HRS), to provide an AI-driven, remote sensing data analytics system to address the Utility Industry needs. The system will allow utilities to have a more active, controlled view of information through the use of remote sensing systems, which includes Unmanned Aircraft Systems (UAS), manned aircraft, and space-borne data sources. Using a form of artificial-intelligence (AI) technology, the system will analyze data to automatically assess asset conditions and flow derived insights to critical asset operations such as work management, asset performance monitoring, and geographical information systems (GIS). Panel: HCL, Harris Geospatial, and at least one utility client.

11:15 AM – 12:30 PM: Lunch/Networking

12:30 PM – 1:15 PM: Roundtable Discussions


1:15 PM – 2:00 PM : Integrated Utility Management: Langan Engineering & Jackson County Utility Authority. The utility has focused on implementing systems-based approach to integrated utility management and provide best in class customer service. The iterative design and implementation by the organization has supported effective utility management with transparency to manage major business processes, including, customer service, financial management, operations and asset management to support the growth of the community.

1:15 PM – 2:00 PM: Future of Asset Management – Suez Water How Suez water is approaching the future of Asset Operations, Artificial Intelligence, and Asset Management Cloud

2:00 PM – 2:15 PM: Break


2:15 PM – 3:00 PMThe Power of Data: The Compelling Case for AMI Before CIS Moderator: Todd Stocker, TMG and City of Lubbock. Utilities are finding it imperative to upgrade to a modern CIS and AMI systems in order to take full advantage of the newest capabilities. Historically, these projects were done sequentially with CIS leading the AMI implementation, resulting in a 5 year or more schedule to complete both. The City of Lubbock utilized a unique approach in starting with AMI and overlapping the CIS project in order to complete the entire program in less than 2 years. This session will review the project and benefits to both projects following this approach.

2:15 PM – 3:00 PM: Infosys Session

3:00 PM – 3:45 PM: Unlocking the value of a CRM-first approach at National Grid Customer relationship management (CRM) software is emerging as a significant part of the value proposition within the future utility landscape. National Grid is at the forefront of this trend, with its “CRM first” strategy as part of if its overall customer information system (CIS) modernization project. In this session, National Grid will discuss its CRM-driven project, including the impetus behind its strategy and how the company plans to leverage its solution going forward as part of its overall customer-centric approach.

3:45 PM – 4:00 PM: Forum Closing Address RJ Kumar, Chief Operating Officer, TMG Consulting

Thank you to our Host Utility National Grid

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