Aren’t we all ready to see 2020 in the rearview mirror! Behind us, in the past, yesterday’s news! We here at CS Week, buoyed by your devotion and commitment, are preparing for a great CS Week 2021, one that is full of possibilities, exceptional content, respected and been-there-done-that presenters, and opportunities to see each other face to face. Our VIRTUAL TOUCH and extended virtual conference experience are all part of 2021’s plans. So, join us in twenty twenty-ONE and be…
… the ONE who registers early and snags hotel accommodations close to the action,
… the ONE who arrives before or stays after to enjoy beautiful, sunny Florida,
… the ONE who wins the vehicle giveaway,
… the ONE who makes wise contacts so your utility is better prepared for next steps,
… the ONE who realizes the value of peer-to-peer and industry partner connections.
CS Week will continue to be your number ONE, the premier annual educational and customer service conference serving electric, gas and water/wastewater utility professionals across North America and around the world.
Happy New Year and meet you in Tampa!
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CS Week 2021 begins Monday, April 26 with Executive Summit and Key Account Forum and ends with the Special Event on Thursday, April 29.
Review the Plan Your Week chart below to see how the venue dates optimize attendance.
View our Winter Newsline online or as a PDF for more details about what to expect from our 2021 hybrid approach.
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How Do You Spell Hybrid? CS Week Offers a Combination of In-Person and Virtual for 2021 |
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As CS Week and its planning teams launch programming and logistics for 2021 in Tampa, FL, uncertainty is like a team member lurking around the whiteboard. It’s impossible to know four months from now what our situation with the COVID-19 pandemic will look like. Outbreak hot spots, vaccinations, travel bans, distancing requirements, successful therapeutics, work-from-home extensions and countless other issues are simply TBD.
Despite this uncertainty, CS Week has made the decision to go forward with a hybrid approach for 2021. This table illustrates the plan, though subject to tweaks and changes:
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In-Person, Virtual or Hybrid? |
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Conference, including General Sessions, Workshops, Expanding Excellence Awards and the Exhibit Hall will be live events. They will also be recorded so virtual attendees can participate. VIRTUAL TOUCH Exhibit Hall will remain open through June 23, 2021. |
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Executive Summit will be live and recorded at the Tampa Marriott Water Street for virtual attendees to participate later on May 17 - 18, 2021. |
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Key Account Forum will be live and recorded at the Tampa Marriott Water Street for virtual attendees to participate later on May 17 - 18, 2021. |
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ENGAGE311 will be live and recorded at the Tampa Convention Center for virtual attendees to participate May 17 - 21, 2021. Its EXPO311 will be featured in the Conference Exhibit Hall. |
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Research members will meet Wednesday
to review and discuss the annual
benchmark study.
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The Sunrise Event will be live only. The Women in Utilities’ workshop will be recorded for virtual attendees to participate in May. |
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SEW Synergy Group will be offered live, in-person. Business process Synergy Groups are postponed until 2022, so look for Conference Workshops to cover business process content for the entire CX Lifecycle. Electric Vehicle Customer Experience (EVCx) Forum will meet virtually on May 17 - 18,2021. |
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LeadNext’s Exhibit Hall Reception on Wednesday will be live. Its monthly meetings will continue virtually. |
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College courses are postponed until 2022. We are looking forward to their return and hope to see industry leaders step forward for courses in 2022. |
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Step 1: Register Online or
By Phone
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Online registration opened in December. Click REGISTRATION to get started! Watch our website, csweek.org for more information or updates coming soon.
If this is your first exposure to CS Week, click Join Our Mailing List to receive regular announcements, information, tips and tools.
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REGULAR 3/18/21 – 4/24/21 |
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VIRTUAL ONLY
12/20 - 6/23/21
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$20 - Women in Utilities Sunrise Event will be Wednesday, April 28, 2021 from 6:45 am - 8 am. Breakfast and drawings are included in the registration fee. This event is open to all attendees in the industry with a participating company. Ticket and badge are required.
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Conference 45 Tiered Pricing* |
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In-Person Registration Fee includes admission to breakfasts, General Sessions, Exhibit Hall luncheons and functions, Workshops, all social and networking events, and Thursday night’s CS Week Special Event. In-Person also includes access to VIRTUAL TOUCH, 5/17/21 - 6/23/21.
Virtual Only Registration Fee includes
access to all recorded CS Week 45 content from 5/17/21 – 6/23/21.
*To qualify for this Tiered Pricing discount, utilities must register all attendees on the same date. Contact Julie Shankles
at 903-893-3214 or 903-821-8631, Monday – Friday, 8:00 am – 5:00 pm CST.
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For registration information about these CS Week venues, please directly contact: |
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Step 2: Make Your Hotel Reservations Early
Each year, CS Week designates at least three major hotels close to the convention center known for being amenity-rich home-away-from-homes. Once you’ve decided which CS Week venues to attend, book your stay by clicking the booking links below. While hotels do require a credit card at booking, your card will not be charged until you check out. Remember: these are negotiated rates. Any other contacts you may receive advertising lower rates at these hotels are SCAMS. Learn more about our hotel locations and features at 2021 Hotels. |
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For questions about
Step 1: Registration or Step 2: Hotel Reservations,
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The Deadline Has Been Extended!
2021's Expanding Excellence Award Nominations and Applications Are Due January 15!
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CS Week has extended its due date, so utilities have a bit more time to submit applications for four company awards that salute successful projects and implementations plus nominations for two individual awards that feature specific utility professionals who deserve recognition for their roles and initiative:
Company Awards:
Individual Awards:
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The application and nomination process is straight-forward, with Word and PDF forms located online at EEA Awards. For those tasked with completing the paperwork, feel free to call or email Rachel White at 903-357-5311 for tips and advice.
2021 Expanding Excellence Awards will be presented during CS Week 2021 General Session on Thursday, April 29 at the Tampa Convention Center. Consider how receiving accolades and recognition from your peers could positively impact your utility this year.
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Can's and Can'ts of the Low-Income Home Energy Assistance Program (LIHEAP)
Tuesday, January 26, 2021 | 1:00 pm CST
Returning by popular demand, Katrina Metzler, Executive Director, National Energy and Utility Affordability Coalition (NEUAC) will focus on the flexibilities and limitations of the federal LIHEAP.
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She will emphasize the strength and elasticity of these block grant dollars, which are awarded to all states, territories and many tribes. They can be utilized to address the needs of utility customers adversely affected by COVID-19, in economic distress, or otherwise vulnerable to energy insecurity.
- Learn how the LIHEAP block grant works;
- Discover how various entities are utilizing these federal funds to address specific local needs in these pandemic times;
- Hear about the challenges and success that make LIHEAP such an important customer assistance tool for utilities.
This webinar will present a LIHEAP status report at 10 months into the pandemic, and it offers a preview to Metzler’s planned Conference 45 workshop in Tampa, FL. Register today!
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Conference Workshops:
CS Week’s Attendee Magnet
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Question: Why do utilities - big and small, coops, munis and publicly-traded, electric, gas and water – all find such value at CS Week?
Answer: Conference Workshops!
Across all its venues, CS Week content is created by utility professionals for utility professionals. Conference Workshops and Synergy Groups use the Customer Experience Lifecycle as the framework for building 70+ workshops each year. Attendee surveys tell us three truths year after year:
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1. Workshop presenters are knowledgeable and trustworthy;
2. Content is relevant and timely;
3. Presentations are well-conceived and useful later back at the office.
New workshop abstracts submitted last summer along with already-developed Conference 44 workshops planned for Fort Worth but not presented have been selected for Tampa's lineup. Soon, workshop titles, presenters, learning objectives and descriptions will be available online. Preview the Winter 2020 Newsline for titles in all seven tracks.
CS Week’s Business Process Synergy Groups are postponed until 2022; however, Smart Energy Water will present its vendor Synergy Group live and in-person during CS Week 2021. EVCx Forum will hold its virtual Synergy Group during 2021 VIRTUAL TOUCH.
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903-821-8680 and for questions about Synergy Groups, contact
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Mark Your Calendar and Participate in These
CS Week 311 Happenings!
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Identifies and assesses technological needs and trends for 311Call Centers. Information shared gives
new and established 311
Call Centers a technology perspective for day-to-day operations and operational efficiency.
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Recognizes one centralized government customer service center that has consistently demonstrated a customer-focused approach to improving local government. |
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Provides data on call center volume, operations, staffing, training, recognition, and performance metrics from 311 call centers across North America. |
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Modern call centers require technology to make the magic happen. Learn what others have done and why it matters as your call center upgrades and replaces its operational systems.
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Recognition and performance create an echo chamber with each spurring more improvements and generating pride of ownership. Watch winner videos to see the transformations in these 311 call centers.
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Call center leaders realize the importance of comparing their operations with peers to catch up, stay current and stretch to meet CX expectations. |
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Deadlines are fast approaching. Amber Wiens, CS Weeks 311 Manager at 903-357-5011, is ready to assist your customer service center to:
- Become a Technology Survey or Comparative Survey member and receive comprehensive annual reports, and
- Submit a 2021 Award of Excellence application.
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In-Person and At Your Keyboard:
Conference 45 Offers Live and Virtual Exhibit Hall
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IN-PERSON
April 27 - 29, 2021
Conference 45 at Tampa Convention Center
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VIRTUAL
April 27 - June 23, 2021
2021 VIRTUAL TOUCH &
Extended VIRTUAL TOUCH
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CS Week’s Exhibit Hall remains a magnet for attendees to connect with industry partners. Companies large and small, global and niche, are ready to share their products and services and to talk about how they can help actualize your utility’s innovation roadmap. Look for these happenings in the Hall! |
Tuesday:
Wednesday:
- By invitation only consultations/demos
- Luncheon
- Networking, Engage311, LeadNext and Canadian Receptions
Thursday:
- By invitation only consultations/demos
- Luncheon
- CS Week Vehicle Giveaway Drawing
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Launching the same days as the live, in-person Exhibit Hall, CS Week opens its doors to its first virtual exhibit hall. With an interactive platform tool, exhibitors will create their own exhibitor portals that may include all of some of these features:
- Company profile with a listing of products and services
- Links to brochures, case studies, press releases, etc.
- Links to “Request a Demo” and “Request a Conversation”
- A virtual hub where exhibitors can meet with and respond to attendees
Virtual Exhibit Hall remains open at www.csweek.org through June 23, 2021.
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EXPO311, CS Week 311’s conference experience
will co-locate with the live, in-person vendors.
EXPO311 vendors plus those who support EVCx
(Electric Vehicle Customer Experience) Forum will
also participate in the 2021 Virtual Exhibit Hall.
For questions about the live, in-person Exhibit Hall
or CS Week’s newest offering, its 2021 Virtual Exhibit Hall,
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Looking for Development Opportunities? Consider LeadNext! |
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Now in its fourth year, LeadNext is recognized by the utility industry as a great partnership, one that provides solid, foundational training in the CX and meter-to-cash lifecycles with best practices and strategies for success. Applications are open for the 2022 class and remain so until the 14 slots are filled or until late March 2021. |
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Review the LeadNext brochure. Learn about the nexus for this Program and why this CS Week/utility company partnership works so well!
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Submit your LeadNext Application today! Remember: A utility executive must support your nomination and agree to the Program’s terms and conditions.
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CS Week | 903-893-3214 | info@csweek.org | csweek.org
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