The Value of Mobile Applications for Utilities

August 11, 2022 | Online :: Central Time

0822-mobile-apps

“I always come away with valuable insights and strong ideas.” – Digital Content Admin., PECI

“EUCI conferences remain amongst my favorite opportunities to learn and engage with my industry peers and key vendors. I always find that I come away with key ideas and action points to improve how my company ultimately performs and serves our customers. – Senior Supervisor, Caribbean Utilities Company

“EUCI assembled an enthusiastic mix of interesting presenters. The presentations and discussions provided valuable insight into the present and future states of mobile.” – Section Manager, Con Edison

When customers interact with their utility companies, they expect convenience, customization and self-service wherever and whenever. It is necessary for utilities to continue to reinvent their business with process enhancements through broader and deeper adoption of mobile technologies. This will continue to be a market force in the industry that challenges those utilities without apps to deploy them and those with apps to keep improving them.

Mobile devices are an everyday part of life, allowing people to stay connected and productive wherever life takes them. With mobile devices superabundant and generations of uber tech savvy generations of utility customers, utilities need a plan of action to harness “mobile.” Join us for this mobile applications symposium designed to help your utility define a multichannel mobile strategy that will help carry your utility into the future.

Learning Outcomes

• Discuss how to develop and deploy mobile solutions
• Review how some utilities are using mobile technologies
• Hear the current state of mobile utility customer service
• Discuss tips for uncovering the features that customers want
• Review background information for developing utility mobile apps
• Discuss what type of content to provide to the public and how it should be developed
• Review some of the customer engagement tools in use today
• Explore creative approaches that utilities are using to provide better customer service

Thursday, August 11, 2022 : Central Time

9:00 – 9:15 a.m. :: Opening Announcements

9:15 – 10:15 a.m. :: Keynote Address: Utilities Resist Mobile App Development at Their Own Risk

According to the J.D. Power 2022 U.S. Utility Digital Experience Study, lack of innovation in utility customer engagement channels is coming at the expense of customer satisfaction. Utilities have been among the slowest adopters of digital customer engagement technology, based on all the industries that J.D. Power tracks and that is showing up in the form of sinking customer satisfaction scores. In this presentation, hear how the small number of utilities that do invest in technology are earning notably higher scores and building much stronger levels of engagement with their customers.

Jon Sundberg, Senior Digital Manager, J.D. Power

10:15 – 10:55 a.m. :: Improving CX with Mobile Apps

American Electric Power (AEP) is one of the largest utilities in the U.S. serving more than five million customers in 11 states. AEP is always looking for creative ways to improve customer engagement/customer service and incorporating technology to create multiple mobile apps is yet another way to enhance CX. In this presentation, Eric Davis will share his experience on what went on behind the scenes to generate these apps including the design and research process as well as the rationale behind them. Updates on customer response to the apps will also be revealed.

Eric Davis, Human-Centered Design Manager, American Electric Power (AEP)

10:55 – 11:10 a.m. :: Break

11:10 – 11:50 a.m. :: The Mobile App/Customer Portal Experience

Today’s customers increasing expect to have all the information they want or need available at their fingertips.  City Utilities introduced a new online customer portal in April 2021 and followed up the portal by introducing a mobile app.  These two options provided customers with a self-service option available 24 hours a day, 7 days a week.  These options are becoming the preferred methods for customers to interact with your utility.  Join this session to learn more about City Utilities’ mobile app benefits and how introducing this option has improved the customer experience.

Cindy Shipley, Customer Service Manager, City Utilities of Springfield

11:50 a.m. – 12:30 p.m. :: Entergy’s Award-Winning Mobile App

As customer expectations evolve and disruption within the industry accelerates, Entergy wanted to provide its customers with a mobile app solution that would scale to meet changing demands. Therefore, it became a top priority at the utility to provide utility customers with an engaging, accessible mobile app experience. In this session learn about Entergy’s approach to building their award-winning mobile app to meet the needs of their diverse customer segments.

Susan Adam, Manager Customer Solutions, Entergy

12:30 – 1:15 p.m. :: Break for Lunch

1:15 – 1:55 p.m. :: Con Edison’s Customer Facing App

In the past few years, Con Edison has embarked on a series of technological advances to better serve its customers including an “Ask a Question” online portal, streamlining customer inquiries directly into cases and tracking response times as well as a new customer facing app. The team at Con Edison continues to modify this mobile app to better serve their customers. In this session, hear how these technological advances at the utility are making a difference operationally and in the customer experience.

Alphonse Calvanico, Manager of Energy Services – Business Process & Technology, Con Edison

1:55 – 2:40 p.m. :: Delivering Customer and Operational Excellence through enhanced Field Service Technology Solutions

Perhaps you’ve realized that using paper to manage the activities of field service technicians is no longer enough to deliver on increasing customer expectations. Customers today expect responsive, efficient, and effective service. Additionally, Employees expect easy to use, efficient tools to be effective in their roles. There is a way to optimize both technicians’ activities in the field and your company’s profitability. Cogsdale’s field service management software has helped numerous Utilities deliver on their operational and customer needs. In this engaging and informative session, hear how the City of Bloomington have deployed field service management software and delivered improved customer satisfaction, improved operational efficiency, and lowered their operational costs.

Eric D Schoon, MA, Customer Service Supervisor, Utilities Division, City of Bloomington

Joe Gherity, Meter Service Support, Customer Service, City of Bloomington

Dragan Karanovic, Director, EAM & ERP Solutions, Cogsdale (a Harris Utilities Company)

2:40 – 2:55 p.m. :: Break

2:55 – 3:40 p.m. :: Mobility in the Utility Industry is Changing the Way Business is Done

The utility industry is undergoing change at a time when the technology landscape is shifting.  Utilities use mobility in several ways: to communicate and transmit work with field service employees, to allow consumers the ability to interact and pay bills, or to allow external ground crews to work on a distribution area in the case of emergencies.  Each has its own business case and associated value.  This session will examine how mobility is being used at various utilities and the value it drives.

Jon Brock, Utilities Account Director, ISG

3:40 – 4:30 p.m. :: Utility Panel Discussion: Improving Customer Engagement

This closing interactive panel discussion will consist of the utility presenters sharing their experience with continuing to improve customer engagement during these unique and challenging times. In this session, utility panelists will respond to audience inquiries on how technology and strategies are improving customer service beyond the normal channels.

Eric Davis, Human-Centered Design Manager, American Electric Power (AEP)

Alphonse Calvanico, Manager of Energy Services – Business Process & Technology, Con Edison

Cindy Shipley, Customer Service Manager, City Utilities of Springfield

Susan Adam, Manager Customer Solutions, Entergy

4:30 p.m. :: Symposium Adjourns

• Susan Adam, Manager Customer Solutions, Entergy

• Jon Brock, Utilities Account Director, ISG

• Alphonse Calvanico, Manager of Energy Services – Business Process & Technology, Con Edison

• Eric Davis, Human-Centered Design Manager, American Electric Power (AEP)

• Joe Gherity, Meter Service Support, Customer Service, City of Bloomington

• Dragan Karanovic, Director, EAM & ERP Solutions, Cogsdale (a Harris Utilities Company)

• Eric D Schoon, MA, Customer Service Supervisor, Utilities Division, City of Bloomington

• Cindy Shipley, Customer Service Manager, City Utilities of Springfield

• Jon Sundberg, Senior Digital Manager, J.D. Power

We will be using Microsoft Teams to facilitate your participation in the upcoming event. You do not need to have an existing Teams account in order to participate in the broadcast – the course will play in your browser and you will have the option of using a microphone to speak with the room and ask questions, or type any questions in via the chat window and our on-site representative will relay your question to the instructor.

• IMPORTANT NOTE: After November 30 you will not be able to join a Teams meeting using Internet Explorer 11. Microsoft recommends downloading and installing the Teams app if possible. You may also use the Edge browser or Chrome.
• You will receive a meeting invitation will include a link to join the meeting.
• Separate meeting invitations will be sent for the morning and afternoon sessions of the course.
  • You will need to join the appropriate meeting at the appropriate time.
• If you are using a microphone, please ensure that it is muted until such time as you need to ask a question.
• The remote meeting connection will be open approximately 30 minutes before the start of the course. We encourage you to connect as early as possible in case you experience any unforeseen problems.

Please Note: This event is being conducted entirely online. All attendees will connect and attend from their computer, one connection per purchase. For details please see our FAQ

If you are unable to attend at the scheduled date and time, we make recordings available to all attendees for 7 days after the event

REGISTER NOW FOR THIS EVENT:

The Value of Mobile Applications for Utilities

August 11, 2022 | Online

Your registration may be transferred to a member of your organization up to 24 hours in advance of the event. Cancellations must be received on or before July 08, 2022 in order to be refunded and will be subject to a US $195.00 processing fee per registrant. No refunds will be made after this date. Cancellations received after this date will create a credit of the tuition (less processing fee) good toward any other EUCI event. This credit will be good for six months from the cancellation date. In the event of non-attendance, all registration fees will be forfeited. In case of conference cancellation, EUCIs liability is limited to refund of the event registration fee only. For more information regarding administrative policies, such as complaints and refunds, please contact our offices at 303-770-8800

Credits

EUCI is accredited by the International Accreditors for Continuing Education and Training (IACET) and offers IACET CEUs for its learning events that comply with the ANSI/IACET Continuing Education and Training Standard. IACET is recognized internationally as a standard development organization and accrediting body that promotes quality of continuing education and training.

EUCI is authorized by IACET to offer 0.6 CEUs for this event

Requirements for Successful Completion of Program

Participants must log in/out and be in attendance for the entirety of the conference to be eligible for continuing education credit.

Instructional Methods

Case Studies, and PowerPoint presentations

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Upon successful completion of this event, program participants interested in receiving CPE credits will receive a certificate of completion.

Course CPE Credits: 7.5
There is no prerequisite for this Course.
Program field of study: Specialized Knowledge
Program Level: Basic
Delivery Method: Group Internet Based
Advanced Preparation: None

EUCI is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its web site: www.nasbaregistry.org

 

Who Should Attend

This conference was developed for those working or specializing in the following areas:

• Vice presidents, general managers, managers, directors, and supervisors of customer service
• Information systems
• Marketing
• Internet service professionals
• E-business professionals
• Social media/Web risk-management professionals
• Usability professionals
• Contact center management professionals
• Corporate communication professionals
• Web designers, interactive group
• Market research strategists and analysts
• Business planning