CS Week 2011 Pulsed With Change, Customer Service

Thanks to all the utility folks who attended CS Week in Orlando, Fla. During historic change in the industry, we were honored that the most utility professionals in our 35-year history chose CS Week to meet their educational needs.

We had record attendance, and we had record return on our post-conference surveys. Satisfaction was high for conference workshops and CS Week in general. Our board and planning committee will digest the verbatim comments as they design next year’s conference.

The number of new vendors–37 of 134–set records for the most new exhibitors and total exhibitors. They constitute the highest count of new exhibitors in more than a decade and reflect the greater focus on meter-to-cash and smart infrastructure. There was a genuine buzz in the exhibit hall this year. More than just delightfully busy in the hall, our utility attendees said they were coming to buy, and the exhibitors surely heard the same message.

This year we implemented a tougher privacy policy, and it was received with overall satisfaction. With change swirling around us, CS Week recognized the needs of utility personnel for secure privacy of their personal contact data. We created a platform to communicate the pre-conference information so vital to exhibitors by using a third party to send bundles of landing pages as provided by the companies. Although exhibitors had many logistical questions, it was well-received by the utilities and led to many requests for private sessions.

A surprise only in the degree of its success was the new Credit and Collections Synergy Group. We had recognized a need and created an additional specialized group. Interest and attendance exceeded all expectations.

The 2011 Expanding Excellence Awards, co-sponsored with Electric Light & Power magazine, drew powerful entries with several decisions extremely close. In the second year for the Smart Infrastructure category, Southern California Edison and London Hydro won in the large and small utility categories. El Paso Electric and Saint Paul Regional Water Services were tops in Best CIS Implementation. Innovation in Customer Service went to Northeast Utilities and Las Vegas Valley Water District. Hearty congratulations to the winners and all the successful projects that entered.

Add CS Week to your calendar for April 30 through May 4, 2012, in Dallas.

For more information, please visit http://csweek.org

Jerry Duvall,
CEO, CS Week
Rod Litke,
COO, CS Week

CS Week 2012
Gaylord Texas | Dallas/Fort Worth | April 30-May 4, 2012

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