CS Week
| April 8 - 12, 2019 | Phoenix Convention Center | Phoenix, AZ
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In this edition:
Happy Faces. Gathering Places: Snapshots of CS Week 2018
Congratulations to 2018
Expanding Excellence Award Winners and Finalists
Applause for CS Week 311 2018 Award of Excellence Winner and Finalist
The 2019 Call for Presentations
On the Lookout for Promising CS Week 2019 Synergy Group Presenters
A Little Pomp for Our First LeadNext Graduates
“Life Is a Highway” for 2018 CS Week Vehicle Giveaway Winner
Videos Appeal to Six Senses: Sight, Sound, Touch, Taste, Smell and Common
Summer Video Series Offers Executive Food for Thought
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As attendees found seats and got settled, CS Week General Sessions opened with a looped video called, “Happy Faces.” Attendees could spot themselves and relive previous day’s events.
If you missed CS Week 2018, you can still enjoy a peek below of the who, what and where that made the week one filled with finding educational and networking treasures.
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Snapshots of
CS Week 2018
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Congratulations to 2018 Expanding Excellence Award Winners and Finalists!
Recognizing winners and finalists of the annual CS Week Expanding Excellence Awards is a Conference highlight. Thursday’s General Session showcased short videos that can be viewed again or for the first time - just click the company logo below. Congratulations to these utility companies who through planning, innovation and determination implemented systems for customer-facing and back office processes. They epitomize taking customer service delivery to new heights.
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Alliant Energy
Southern
Company Gas
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Oklahoma Gas & Electric
Pacific Gas & Electric
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Innovation in Digital Customer Engagement
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Southern California Edison
City of San Diego
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Innovation in People & Process
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The 2019 Call for Presentations for Conference Workshops closes August 15, 2018. For tips and instructions on how to submit an abstract, click
Workshop Abstract
or contact
Danise Mullendore
at 903-821-8680.
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On the Lookout for Promising Synergy Group Presenters
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Business-focused Synergy Groups are looking for content contributors. Does that announcement ring your bell? It’s our attendees and their supporting vendor partners who present topics and invite discussion to make CS Week Synergy Groups such a magnet for the week-long learning and networking that starts Monday and continues through Friday.
Perhaps your company is ready to share an initiative, program or solution related to the Customer Experience Lifecycle during CS Week 2019. Besides those process-related groups, Tuesday’s Synergy Groups also include specialty service areas of Customer Assistance (formerly known as Low Income), Outage Communications and Utilities United Against Scams.
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Have questions or need more information?
903-821-8648.
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A Little Pomp for the First LeadNext Graduates
A 13-month investment of time and energy that required attendance at CS Week 2017 in Fort Worth and CS Week 2018 in Tampa ended with the first LeadNext class’s graduation ceremony.
Ten utility professionals representing large and small U.S. utilities completed the inaugural program that focuses on acquiring a deeper knowledge and broader understanding of all aspects of utility customer service.
The schedule for CS Week 2018 included attending CS Week Executive Summit, a TECO call center tour and Conference. Participants also joined their executive coaches for monthly phone calls and webinars and took two offsite trips to host utilities who featured their customer service operations and initiatives.
“This class of participants was amazing,” beamed Rod Litke, CEO of CS Week. “We learned so much together because they were our guinea pigs for LeadNext, the shared initiative between CS Week and utilities to help train the next generation of leaders. We are all very proud to continue this successful venue, and the next class that began in Tampa is even larger.”
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The LeadNext nomination process began June 18, 2018 and ends in March 2019.
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♫
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“Life
is a
highway.
I want to ride it all night long.”
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The winner of the 2018 Ford Mustang Convertible must have been channeling Rascal Flatts’s blockbuster hit before Friday morning’s drawing and announcement. Lesley Quick, Duke Energy, joined CS Week’s Rod Litke on stage to spin the golden hopper. All eyes were fixed on that shiny black car, lights flashing and horn honking, as it was driven into General Session.
Kevin Coughlin, Consumer Energy’s Supervisor Security Incident Investigations at its Jackson, Michigan facilities, heard his name called and made it on two feet to the stage where he was congratulated by the admiring crowd and presented with a set of car keys.
Life became a highway for Coughlin for the next couple days as he cancelled airplane reservations and instead drove 1,200 miles home to Jackson in his new ride. “If you're going my way, I want to drive it all night long.” Congratulations, Kevin!
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Videos Appeal to Six Senses:
Sight, Sound, Touch, Taste, Smell and Common
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CS Week 42 in Tampa, FL tantalized all five of our attendees’ senses, plus their common sense. From the warm temperatures and channel-side breezes, to tasty local food and drink offerings and an array of Conference Week educational and networking venues, all five senses were notched up to absorb and process the stimulation. Add to that common sense because attendees chose venues that best fit their needs or instinctively knew which Conference activities touched learning and networking senses. Click on these video titles to relive the week’s highlights and hear why attendees and vendors agree they found treasure in Tampa.
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2018 Conference Highlights
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2018 Attendee Perspectives
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Summer Video Series Offers Executive Food for Thought
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How can you add spice to a routine staff meeting or punch up the flavors of your work group in a spirited discussion? Use the Executive Perspectives video series! Five videos feature diverse views and opinions on today’s workplace and customer experience challenges from some of the utility industry’s most respected professionals. The 2018 series kicks off on July 7, 2018. Watch your inbox for weekly email broadcasts that provide links for the
2018 Executive Perspectives.
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Making Services Local for
Millions of Customers Across 70,000 Square Miles
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Laurie Giammona
SVP & Chief Customer Officer
Pacific Gas & Electric
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July 24, 2018
Faster. Better. Cheaper. Strong Customer Service/IT Partnership Makes This Implementation Dream a Reality.
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Tom Kuczynski
Chief Information Officer
District of Columbia Water and Sewer Authority
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Charles Kiely
Asst General Manager of Customer Care & Operations
District of Columbia Water and Sewer Authority
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Managing Customer Service with an Engineering Mind: New Exec Spells Out Master Plan
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Brent Baker
VP of Customer Experience
Liberty Utilities
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Good Customer Experience Can Go Hand-in-Hand with Reducing Cyber Risk
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Dave Craven
Director, Customer Care
Union Gas
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Mitigate Risk: The Mantra of Every Successful CIS Implementation
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Andre Van Honschooten
Vice President, System Integration
Vertex
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For the latest news and updates, follow CS Week on social media and
visit our website
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CS Week e-News is an information-packed newsletter sent at the beginning of most months, formatted so you can access the information you want immediately, scan other topics and check upcoming dates. We encourage you to share this information with a colleague, and your suggestions are welcome at
info@csweek.org
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