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FEBRUARY 2020 EDITION 5    Days of education, networking, growth and fun 4    Months until Conference: May 18 – 22 3    Or more utility attendees registered at the same time receive a group discount 2 More months before Early Bird Discounts expire 1      Great week bringing together utility professionals and industry partners, all focused on CX issues, operational excellence and trends in other industries that are knocking on utility doors CS Week’s Countdown Clock Is Ticking! Synchronize yours with ours at csweek.org , checkout Registration/Accommodation links and view agendas for all CS Week 2020’s venues.

$-T-R-E-T-C-H Travel/Training $ with Early Registration and Utility Team Discounts CS Week has opened  online and phone registration for CS Week 2020, Conference 44 , CS Week College  and CS Week Synergy Groups . Simply click REGISTRATION to get a jump start on your plans to attend in Fort Worth.

Utility Early Now – 3/31/20 $1,150

Utility Regular 4/1/20 – 5/16/20 $1,250

Utility On-Site 5/17/20 $1,350

Utilities can make their precious training dollars go farther by registering soon or before March 31, 2020. They can also stretch those funds by registering all attendees on the same date to receive a 20 – 40% group discount, depending on the quantity. This discount applies to the total registration cost, including Monday’s College and Tuesday’s Synergy Groups. Vendor Solution Synergy Groups: complimentary Business Process Synergy Groups: $495 (Group Rates Available) College with Conference Registration: $495 College Only: $595 (Group Rates Available)

So, plan your week and do the math! By registering attendees on the same day for multiple educational venues, utilities can make their dollars go to work! Julie Shankles , CS Week’s Registration Manager, is ready to answer questions about the Tiered Pricing discount and assist with your registration needs. Email or call her at 903-893-3214 or 903-821-8631, Monday – Friday, 8 am – 5 pm CST. Registration for CS Week’s Executive Summit, Key Account Forum and ENGAGE311 are OPEN. Those venue managers, Lisa Collins (ES),   Rachel White (KAF) , and Amber Wiens (311) are available to assist or answer your questions.

For registration information/assistance of these CS Week venues, please contact:

CS Week Executive Summit

Lisa Collins

903-821-8675

CS Week Key Account Forum

Rachel White

903-821-8647

CS Week ENGAGE311 Conference

Amber Wiens

903-821-8721

Conference Hotels: Close and Comfortable

Blocks of rooms in four hotels have been designated by CS Week to ensure attendees are close and comfortable for Conference week. Click Registration and Accommodations to set your travel/training plans in motion. Take a virtual walk around these hotel properties and see their proximity to the Omni (site for Executive Summit and Key Account Forum), the Hilton (site for ENGAGE311) and the Fort Worth Convention Center, the hub of CS Week 2020. Molly the Trolley , Panther City’s free shuttle, stops at each hotel on its looped route.

The Omni Fort Worth 1300 Houston St Site for Executive Summit Site for Key Account Forum

Sheraton Fort Worth 1701 Commerce St

Courtyard by Marriott Fort Worth Downtown/Blackstone 601 Main St

Worthington Renaissance Fort Worth Hotel 200 Main St

Revisit this 2019 Billing & Payments workshop that garnered top attendees review. Click the workshop title to register today, and join the “Live” webinar with Q&A to follow!

Date: February 11, 2020 Time: 2 pm EST Title: Innovative Pre-Payment Program Benefits Speaker: Sheila Pressley , Dir, Customer Revenue Services , JEA

Summary: JEA will share how their Pre-Payment program has provided valuable benefits to both the customer and the utility. This Pre-Payment option is utilized as both an alternative to avoid disconnection for nonpayment and as an option for re-connection post termination. The unique aspect of this program lies in the ability of the customer to enroll in Pre-Pay with a delinquent balance and simultaneously pay for their past and future usage. JEA’s program will share how their approximate 20,500 prepay customers consume between 8% - 10% less (weather normalized and excluding disconnection periods) than post-paid customers. The energy savings result when customer leverage next-day consumption/ cost data to make meaningful changes to control their utility consumption. The program's account notifications, synergy with payment assistance and the availability of arrears management options produce high customer satisfaction levels. For questions about this or other CS Week Success Stories encores, please contact Danise Mullendore at 903-893-3214.

Date: February 13, 2020 | Time: 1 pm, CST Title: A Slice of the Pie: Getting Yours, Sharing With Others Presenter: Shachella James, VP, Technology Ops , CenterPoint Energy

Summary: An industry leader followed and emulated by many others, CenterPoint Energy and its VP, Technology Operations Shachella James will focus on empowering women through influence, negotiations and leadership. Ms. James and several CenterPoint Energy colleagues will showcase WIL, Women in Leadership, CenterPoint Energy’s affinity group that highlights actual employee experiences and focuses on women and inspiring transformational leadership. Hear statistics about women in office, field and executive roles at this Houston utility as compared to other US peer utilities. Learn about BATNA – Best Alternative To a Negotiated Agreement – and how women can use this technique, as well as performance, image and exposure, as they go for their ‘slice of the pie.’

Want to learn more about the webinar series and plans for Conference 44’s Women in Utilities Sunrise Event and workshop? Contact Shawnna Ansley  at 903-821-8648 for the latest. Be sure to register for the Sunrise Event when you register for Conference.

Nominations Are Open! Apply for LeadNext

Coach is a common word we hear often. Take a few moments to consider a coach’s many roles. CS Week’s LeadNext Program taps into the experience, insights and ‘been-there, done-that’ pragmatism of respected industry professionals who have excelled in multiple roles at their utilities. Now retired, these coaches are assigned 2-3 participants in each LeadNext class. Their goal? To link coaching personas and actions in relatable ways so participants grow, learn, connect and develop into the next generation of utility leaders. LeadNext coaches offer the keys to helping unlock success.

Coach: Its Personas and Actions

Advisor Guide Shepherd Instructor Counselor Manager Strategist Mentor Tutor Director Trainer Pilot

What type coach best fits your professional goals and personal style?

LeadNext  nomination season is now open for the next class of up to 14 participants. Perhaps as a senior supervisor, manager, or director, you are acquainted with others less experienced in your utility who would benefit from this leadership development program. Would you forward this email to potential participants and express your support and assistance to submit a nomination? Click  Agenda  to review the Program’s 12-month syllabus and  Nomination Form  to see the requirements. Applicants must have an executive sponsor from their utility who is willing to support their nomination and fund their participation. This includes a financial commitment to cover Program fees and travel expenses for two CS Week Conferences (+ one Synergy Group + one College + one Executive Summit), two off-site meetings and approved work time to attend monthly webinar calls and complete Program assignments.

For more information about the  LeadNext  program and its application process, contact  Lisa Collins  at 903-893-3214. Participants and coaches will be notified of acceptance by March 31, 2020.

The annual nomination season for the 2020 Expanding Excellence Awards is completed. Hats off to utilities who submitted company projects and implementations and/or individual awards! Those nominations are currently being read, evaluated and recommended as this year’s awardees. Winners will be recognized at General Sessions on Thursday (company project and implementation awards) and Friday (Distinguished Leader and Rising Star awards). New for 2020, winning companies and selected names will be identified in the On-Site Guide.

What to Expect in the Exhibit Hall?

CS Week’s Exhibit Hall packs a punch. In a space larger than a football field and organized from ceiling to floor, the Exhibit Hall offers attendees many opportunities for learning, sharing and networking with more than 150 vendors starting Tuesday afternoon with the Welcome Reception and ending Thursday afternoon. To help maximize your time, here is a pictorial of what to expect inside and outside Conference 44’s Exhibit Hall:

Birds of a Feather Luncheon

Welcome & Networking Receptions

Innovation Talks in Innovation Alley

Private Consultations/Demos

Plus… Dedicated vendor-client meeting space CS Week Publishing booth Relaxation Station WiFi Lounges Barista Bar CS Week’s Vehicle Giveaway booth Cyber Café Thursday’s Dessert & Coffee Reception Hydration Station Photo Kiosk Dedicated space for VIP receptions

Watch online as industry partners commit to this space and the Exhibit Hall floor plan turns yellow. Use the Utility Products and Services tab  to cross reference utility areas you are interested in learning more about with exhibiting vendors who represent those niches. For more information about Exhibit Hall activities and opportunities, contact Gail Farmer, Sponsorship/Exhibitor Manager at 903-821-8623 or gfarmer@csweek.org .

Pining for a New Ride? Check out CS Week’s Next Vehicle Giveaway – A 2020 Chevrolet Silverado

Nothing screams “Cowtown” louder than a pickup truck. Since the 2020 Conference is located in Fort Worth, TX, CS Week’s annual signature giveaway will be a 2020 Chevrolet Silverado. The possibility of winning this truck makes walking around the largest utility customer service-focused Exhibit Hall in the industry so “Worth It!” The winning card, complete with all the supporting sponsors’ stamps, will be drawn at Friday’s Closing General Session, so the utility winner might want to be practicing, “Wahoo!”

Announcing ENGAGE311’s Pre-Conference Webinar Series

To build momentum for the 2020 ENGAGE311 Conference, CS Week 311 is pleased to announce its spring video series, four informational videos featuring three leading 311 municipal centers and a Conference sneak peek. Here’s the first in the series:

Title: Cultivating a Collaborative Environment that Enhances Service Delivery and Builds Trust Date : February 13, 2020 Time : 11 am CST Presenters: Cindy Dees, Dir, Public Affairs and Michelle Manukonda , Customer Service Mgr, both of City of Sugar Land Click REGISTER to reserve your spot! Summary: Residents sometimes think it is magic – they mention an issue on social media and “magically” it’s fixed within a few hours. This “magic” comes from a deliberate strategy, common goals, and a focus on both data-driven content strategy and decision-making within the Public Affairs Department at the City of Sugar Land, Texas, which includes its 311 Contact Center, Office of Communications and Community Engagement and City Council Relations. By building a culture of collaboration, Sugar Land’s Public Affairs staff is striving to address resident needs in a seamless and strategic fashion while providing services that are a cut above. These innovative efforts have landed Sugar Land’s social media, content strategy, and 311 Contact Center recent recognition as one of the top 50 most transformative smart projects in the world for 2020 by Smart 50 Awards.

Watch for announcements about the second, third and fourth installments in next issues of CS Week’s eNews. Questions? Email Amber Wiens  or call her at 903-821-8721.

Plan Ahead Plan to Participate Plan to Win

The annual three-day extravaganza known as ENGAGE311, where call center professionals from new and mature centers gather to learn and share what works, is asking attendees to get involved now in order to participate later. Each year, two Conference pillars help build foundations for municipal/call center education and recognition: 311’s Comparative and Technology Surveys CS Week 311 conducts two annual surveys to give attendees a pulse on the industry and a way to compare their call centers to others. Abbreviated versions of the surveys are provided to ENGAGE311 attendees. Full access to survey results is only granted to those survey participants who agree to the survey non-disclosure agreement. Please note participation is limited to customer service/contact centers, municipalities, cities and 311 centers. Vendor participation and access to results is prohibited. Technology Survey: Identifies and assesses technological needs and trends for 311 Call Centers. Information shared in the survey gives new and already established 311 Call Centers a technology perspective to assist with day-to-day operations and operational efficiency. The 2020 Technology Survey has concluded.

Request the Survey Here!

Comparative Survey : Is designed to provide data on call center volume, operations, staffing, training, recognition, and performance metrics from 311 call centers across North America. The 2020 Comparative Survey opened January 15 and remains open until March 4, 2020.

Award of Excellence Annually, CS Week 311 recognizes one centralized government customer service center that has consistently demonstrated a customer-focused approach to improving local government. The 2020 award will be presented during the ENGAGE311 Conference in Fort Worth, TX. Click Award to review the submission form and apply. Nominations are open until February 5, 2020.

For more information about the Comparative Survey or to get help submitting your Award of Excellence nomination, contact Amber Wiens   at 903-821-8721.

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Join our mailing list or add us on your social networks! CS Week | 903-893-3214 | info@csweek.org | csweek.org CS Week eNews is an information-packed electronic newsletter sent at the beginning of most months, fo rmatted for easy access to online descriptions, instructions and features. Use it to learn about CS Week’s nine venues, to schedule year-long educational opportunities and to meet important deadlines. We encourage you to share it with colleagues. Your suggestions are welcome at info@csweek.org .