Whether you look at the year just past or the year to come, utilities are in the news, key forces for change and more involved than ever with their customers. One thing is clear: Utilities are keenly focused on their relationships with customers and ways to develop multiple points of service and interactions to make each utility stronger and more responsive.
CS Week continues to embrace the variety and vibrancy in customer service practices in this year’s 37th annual educational conference. Many changes and new directions make this year one of the strongest schedules ever offered for meter-to-cash customer service, information technology and smart infrastructure utility employees.
Four vigorous, in-depth CS Week College courses launch the week Monday, April, 29. Tuesday’s Synergy Groups introduce two new groups: Customer Engagement and Smart Infrastructure. The 311 Synergy Group has grown so strong that it has expanded to two and a half days. Oracle Utilities and SAP bring new topics and solutions to their application-user Synergy Groups.
New in utility education is the Key Account Forum, which targets the needs of these vital members of the utility team. Key account managers will participate in the first day of CS Week Executive Summit before a second day that targets their unique interests. It seems natural for the Executive Summit to nurture a key group as the summit celebrates its 10th anniversary this year.
The 60-plus workshops of Conference 37 are bursting with energy, including a new track for water utilities and a Canadian overlay for another workshop series. CS Week workshops deliver the necessary educational components because they are created by working utility professionals and taught by top utility speakers.
The Expanding Excellence Awards set the standard for the week as the core of Wednesday morning’s General Session. Best Mobility Project has joined the categories of these esteemed recognitions of innovative approaches and outstanding solutions at utilities large and small.
Bruce Narzissenfeld, vice president of marketing, customer service, development and fuels operations at TECO, our host utility, will welcome Conference 37 attendees to Tampa, Fla., as Wednesday’s keynote speaker.
Robert Ballard will invigorate Thursday’s General Session as he discusses setting goals and the strategic thinking required for all great undertakings. Ballard is the chairman of The JASON Project, explorer-in-residence with the National Geographic Society and the explorer who discovered the Titanic.
CS Week continues to believe employee education is one of the best investments a utility can make. We look forward to welcoming you April 29 through May 3 to CS Week in Tampa. Visit http://csweek.org for more information.
Rod Litke, CEO, CS Week
For more information, please visit http://csweek.org
Tampa Convention Center | Tampa, Fla. | April 29 — May 3, 2013