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Morris Gibbs
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2 iconnect 2018 Agenda Tuesday, April 3, :00 a.m. - 5:00 p.m. Training Sessions (More information to come) 1:00 p.m. - 3:00 p.m. Early Arriver Event - French Quarter Walking Tour If you want to know more about the history of New Orleans or are just looking for a fun afternoon, this tour is for you. The walking tour will start at the Windsor Court Hotel and end in the historic Jackson Square. The tour will be both entertaining and educational, and will cover French Quarter history, architecture, and culture. 1:30 p.m. - 4:30 p.m. Early Arriver Event - Creole Queen Historic Cruise Hop aboard the paddlewheeler Creole Queen and enjoy as you are taken on a historical journey. You ll learn about the founding of the city, the Louisiana Purchase, the Battle of New Orleans, and more. You ll also have the chance to walk around the battlefield on a one-hour shore excursion before heading back to the French Quarter. 5:30 p.m. - 7:30 p.m. Welcome Dinner, La Chinoiserie A Join us for a fun way to kick off iconnect This dinner will be held at the enchanting Windsor Court Hotel. After dinner, if you re feeling particularly adventurous, the hotel is just a short walk from the excitement of the French Quarter. Wednesday, April 4, :30 a.m. - 8:00 a.m. Registration/Continental Breakfast, La Chinoiserie A & Foyer 8:00 a.m. - 8:10 a.m. Welcome, La Chinoiserie B 8:10 a.m. - 9:00 a.m. Keynote - Customer Service: Utility Style, La Chinoiserie B Penni McLean-Conner, Chief Customer Officer & SVP, Eversource Energy You don t want to miss this exciting keynote! Penni will discuss proven strategies for improving customer service and reducing customer care costs, as well as share her personal experiences as CCO and SVP at Eversource Energy. 9:00 a.m. - 9:10 a.m. Coffee Break, La Chinoiserie A 9:10 a.m. - 10:00 a.m. Keynote - Design Thinking and How to Develop Customer Empathy, La Chinoiserie B Bill LeBlanc, Chief Instigation Agent, E Source What do customers want, and how do you satisfy their sometimes seemingly irrational needs? Bill will discuss the importance of developing customer empathy to design systems to meet customer needs and increase satisfaction.

3 10:00 a.m. - 10:30 a.m. KUBRA Product Updates La Chinoiserie B The KUBRA team is excited to reveal updates made to your products within the last year, in addition to new products in the works. Hear about steps taken in all solution categories: billing and payments, utility mapping, alerts and preference management, and mobile apps. 10:30 a.m. - 10:45 a.m. Coffee Break, La Chinoiserie A 10:45 a.m. - 11:45 a.m. Breakout Sessions idoxs Roadmap and Demo In this presentation, we will lay out the future of our idoxs product. This will include an overview of the product and its current capabilities, as well as features we will be adding in the future. We will also be showcasing a demo of the product, which is often helpful to even the most veteran of users. Storm Center Roadmap and Demo Join us as we look to the future of our Storm Center outage map. We will be discussing the current capabilities of the newest version of Storm Center, plus new features planned for We ll also provide a live demo to take a dynamic look at some of Storm Center s most exciting features. Notifi Roadmap and Demo In this session, we will review the current features of our Notifi alerts and preference management product, as well as new features we are looking to add in 2018 and beyond. Our team will walk you through a demo of the product, and how it can be used to proactively reach customers and manage their communication preferences. 12:00 p.m. - 1:00 p.m. Lunch, Palm Court 1:00 p.m. - 2:00 p.m. Breakout Sessions EZ-PAY Roadmap and Demo Join us as we review our EZ-PAY product, and how consumers are currently using it to make both one-time and recurring payments. We will lay out a roadmap of where we are planning to take this product in the future, as well as showcase its current capabilities in a live demo. imobile Roadmap and Demo In this presentation, we will discuss the future of our comprehensive mobile app solution. From billing and payments to outage information and account management, we ll highlight the modules currently offered, as well as new features we are planning to add in We ll also provide a demo so you can view the product in action. KUBRA IQ Roadmap and Demo KUBRA IQ is our newest product offering, and we are excited to share it with you! Learn how we have integrated Natural Language Processing into our solution portfolio, and how you can use new channels such as Amazon s Alexa or Facebook Messenger to communicate with customers. 2:10 p.m. - 3:10 p.m. Workshops What Are You Doing to Serve Your Cash and Pre-Pay Customers? Servicing cash-only and pre-pay customers can be a tricky problem to solve for many utilities. Come share what you are doing to improve satisfaction for this customer segment, and hear tips and lessons learned from other utility peers. Turning TCPA Lemons into Enterprise Lemonade Chris Clark, Director of Fraud, Risk and Compliance, Neustar Join this informative session to hear how how utilities can stay compliant with the TCPA and recent rulings. Between automatically un-enrolling reassigned phone numbers, data scrubbing, and enhanced caller ID, utilities can still provide exceptional service without running into TCPA complaints. What is the Next New Communication Channel? Technology is growing at an exponential pace, and new customer communication channels are following the trend. Join this workshop to discuss these changes, how you are adapting your communication strategies and forecasts for the future.

4 3:20 p.m. - 4:00 p.m. Breakout Sessions Remaining Flexible and Improving Invoice Processes through KUBRA imail, Shelley MacInnis, Manager Billing, Bluewave/Parkland Fuels In this session, learn how Bluewave merged with Parkland Fuels and began evolving and improving its mailed bill processing, including multiple invoice types for multiple brands and formats, introducing a special mail file, and moving to color printing. Improving Customer Communications with a User-Friendly Mobile App and Enhanced Alerts Join SMECO as they give an overview of their new mobile app with an account manager and SDK, plus a review of the recently implemented Notifi enhancements and how they have increased customer enrollment and engagement. Outage Alerts - A Cause of Cultural Shift in ETRs, Lisa Burkarth, Manager, Digital Customer Experience, Eversource In December 2016, Eversource implemented outage alerts for all 3.1 million customers. This presentation outlines the pre-enrollment methodology, how the alerts were structured to align with new OMS capabilities based on varying geographic regions, the cultural shift needs and new processes in field operations resulting from alert triggers and lessons learned. 4:00 p.m. - 5:00 p.m. Cocktails & Product Demos, Library 6:00 p.m. - 8:00 p.m. Client Appreciation Dinner, Antoine s Restaurant Established in 1840, Antoine s has become a New Orleans icon with its fine French-Creole cuisine and unique dining rooms. It is the oldest family-run restaurant in the United States, and has received countless awards and article features. A trip to New Orleans isn t complete without a stop here! 8:00 p.m. - 10:00 p.m. Ghost and Vampire Tour Ranked by TripAdvisor as one of the Top Ten Ghost Tours in the World, this tour is sure to mesmerize and intrigue you. It will start directly after the Client Appreciation Dinner in front of Antoine s, and will take you on a walk through the French Quarter. Hear historically accurate tales of the hauntings and history of New Orleans, and be sure to keep your camera ready - you might just meet a ghost. Thursday, April 5, :30 a.m. - 8:00 a.m. Continental Breakfast, La Chinoiserie A 8:00 a.m. - 8:15 a.m. Welcome and Client Awards - La Chinoiserie B Join us as we announce the winner of our annual Client Awards! These awards recognize client projects that go above and beyond in the areas of innovation, delivery speed, customer engagement, and overall effort. 8:15 a.m. - 9:05 a.m. Keynote - Trends in Customer Experience, Ben Kellison, Director, Grid Edge Research, Greentech Media - La Chinoiserie B As the Director of Grid Edge Research at Greentech Media, Ben has authored multiple studies on the smart grid market, concentrating on policy evolution, technology innovation, the market s competitive landscape, and project economics. In this keynote, Ben will discuss what research and trends he has discovered in the utility industry and how they relate to customer satisfaction and experiences. 9:05 a.m. - 9:55 a.m. Keynote - Examining the Impact of Emerging Technologies, Chris Papaleo, Executive Director of Emerging Technology, Hearst - La Chinoiserie B As the Executive Director of Emerging Technology at Hearst, Chris Papaleo has been at the forefront of new technology designed to interact with customers. Hearst has already developed several skills for Amazon s Alexa, including a partnership with Oprah. In this session, hear Chris unique viewpoint into this emerging marketplace, and how it will affect future customer interactions.

5 10:00 a.m. - 10:15 a.m. Coffee Break, La Chinoiserie A 10:15 a.m. - 11:15 a.m. Breakout Sessions imail Roadmap and Demo For this roadmap presentation, we will be forecasting the next year for our imail print and mail services, as well as reviewing current services available. We ll also be showing a demo of DocWeb and how it can be used to manage your print and mail projects. IncidentWatch Roadmap and Demo Join this session to learn about our IncidentWatch solution, and how it can be used to map streetlight outages, gas leaks, potholes, and more. We ll review its top features and preview additional features we are planning to develop in Consumer Attitudes and Preferences: Chartwell s 2017 Residential Consumer Survey Takeaways, Scott Johnson, Vice President, Chartwell Chartwell has recently wrapped their 2017 Residential Consumer Survey, and Scott will be presenting their findings, takeaways, and more. 11:25 a.m. - 12:05 a.m. Breakout Sessions Modernizing EMWD s ebill and IVR Systems, Casandra Maiben, Sr. Business Systems Analyst, EMWD EMWD recently partnered with KUBRA to upgrade its existing ebill and IVR system, including upgrading the District s Virtual Biller Site to Biller Direct, implementing EZ-PAY to allow customers to easily make a one-time payment, and enhancing the existing IVR. How Duke Energy Uses its Streetlight Outage Map to Streamline Repairs, Ron Saxman, Senior Technical Business Consultant, Duke Energy Ron will talk about how Duke Energy implemented and currently uses the KUBRA IncidentWatch product to help streamline the repair process of its 3 million streetlights across six states. Upgrading Three Companies to New Outage Maps, Jack Hierholzer, Analyst, Gulf Power Southern Company has been using KUBRA outage maps for several years and recently migrated to a new Storm Center version. Coordinating the project took a lot of attention to detail, as each utility under Southern Company required a different configuration. Jack will cover some of the challenges and lessons learned from this upgrade. 12:15 p.m. - 1:15 p.m. Lunch, Palm Court 1:15 p.m. - 1:55 p.m. Breakout Sessions Panel: Implementing a Successful Bill Redesign, Nicole Swan, Manager Operations - Revenue Control & SOX, PSEG, and Angela Green, Manager, Revenue Management, Atmos Energy In this panel, we ll discuss what makes a bill redesign successful and how it can be used to increase on-time bill payment and customer satisfaction. We ll also hear from Atmos Energy and PSEG on how they tackled their bill redesign projects. Keeping Customers Informed with Upgraded Outage Maps and Custom Layers, Kristy Lovett, Sr. Manager Customer Satisfaction, Customer Experience, Ameren Missouri In this session, Kristy will share how Ameren Missouri kept customers informed with an updated map, plus how the maps performed when a round of winter storms hit right after launch. Central Hudson Improves Processes with New Employee Alerts, Agnes Lugo, OMS Data Coordinator, Central Hudson Gas & Electric () In January 2017, Central Hudson deployed a new Internal Alerts system for employees, marking the very first implementation of the new KUBRA Notifi Internal Alerts module. The new Internal Alerts feature gives Central Hudson the ability to define and create employee alerts based on the utility s needs, and has been well received by Central Hudson employees.

6 2:05 p.m. - 2:45 p.m. Breakout Sessions The Business Case for Prepaid Utility Service, Sheila Pressley, Director, Customer Revenue Services, JEA Utility providers need to develop innovative ways to ensure that payment is received from all customers, regardless of income levels. Pay-as-you-go options, while common for financial services and telecommunications, are rare within the utility industry. In this session, learn how JEA s prepaid option benefits the utility and nearly 17K of its customers. Building Customer Satisfaction by Bridging the Communication Gap, Shayleen Joseph, Customer Operations Analyst, PSEG Long Island PSEG Long Island has made strides in customer satisfaction by keeping the customer first. New offerings such as the Municipal Portal, Pay-by-Text featuring pay by emoji, and the upgraded Storm Center outage map have all provided opportunities to customers to conveniently connect with the utility. Hear from PSEG Long Island about it s newest effort to make things quick and easy for customers. Focusing on Customer Service: Mobile Apps and More, Ryan Pham, Billing Services Manager, City of Sacramento The City of Sacramento will review the new team created to prove an online Rate Assistance application, automate the Water Termination Program s notification process, pilot a strategic automation process, and launch a KUBRA mobile application to better serve their customers. 2:55 p.m. - 3:35 p.m. Workshops What Are You Doing To Increase E-Billing Adoption? In this workshop, we ll be looking to hear from you about the strategies and tactics you ve been using to increase your e-billing adoption, or about tactics you hope to try. Join this roundtable to discuss what s worked and what hasn t with fellow utility members. How Are You Staying Compliant With Proactive Communications? Proactive communication with customers is key to increasing customer satisfaction, but utilities still need to stay compliant with TCPA rulings. In this workshop, discuss your approach to managing alert registrations and hear both similar and alternative approaches from your utility peers. How Much Information Are You Sharing With Customers During An Outage? Outage maps are instrumental in providing information to customers during and after a storm, but the level of information provided varies among utility companies. In this interactive workshop, we ll discuss the pros and cons of providing specific information and how they can affect customer satisfaction. 3:45 p.m. - 4:00 p.m. Closing Remarks, La Chinoiserie A *Agenda subject to change

Wednesday, October 11, :15 8:15 AM Valley of the Sun DE Foyer Breakfast. 8:15 10:00 AM Valley of the Sun DE Opening General Session: Welcome!

Wednesday, October 11, :15 8:15 AM Valley of the Sun DE Foyer Breakfast. 8:15 10:00 AM Valley of the Sun DE Opening General Session: Welcome! EMACS 2017 Sessions Schedule is subject to change. Tuesday, October 10th, 2017 5:30 PM 7:00 PM Valley Overlook Welcome Reception Wednesday, October 11, 2017 7:15 8:15 AM Valley of the Sun DE Foyer 8:15