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!

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1 EMACS 2017 Sessions Schedule is subject to change. Tuesday, October 10th, :30 PM 7:00 PM Valley Overlook Welcome Reception Wednesday, October 11, :15 8:15 AM Valley of the Sun DE Foyer 8:15 10:00 AM Valley of the Sun DE Opening General Session: Welcome! Utility Partner: Transforming the Customer Journey Michael Lowe, Salt River Project Keynote: What Should a Utility s Digital Strategy be Amy Africa, Eight by Eight 10:00 AM -10:15 AM Valley of the Sun Foyer 10:15 AM -10:45 AM Valley of the Sun DE General Session: The Next Step in the Customer Experience Journey Adam Berke, Broadridge 10:45 AM 11:15 AM Valley of the Sun DE General Session Panel: EMACS-Past, present and future Scott Johnson & Stacey Bailey, Chartwell Inc. 11:15 AM 12:00 PM Phoenix BCE EXHIBIT HALL OPENS 12:00 PM 1:15 PM Phoenix BCE LUNCH Concurrent Breakout Sessions 1: 1:30 PM 2:15 PM Customer Service Billing Self-Service Improving Satisfaction with a Customer-centric Culture Mike Wenzlaff, BC Hyrdro 2:15PM 2:30 PM Optimizing SCE s My Account Self-Service Customer Experience Linda Malek, SCE Providing an Excellent Mobile/Web Experience Glen Traasdahl, SRP Page 1 of 5

2 Wednesday, Oct 11, 2017 (Continued) 2:30 PM 3:15 PM Concurrent Breakout Sessions 2: Customer Experience and Field Employees Tim Melton, LG&E and KU Field Services Billing & Payment Communications Finding the Needle in the Getting the U out of Brand Haystack Using Customer Journalism Surveys and Company Data to Michael Tomberlin, AL Power Identify Opportunities to Improve Melissa Leymon, PNM 3:15 3:45 PM Phoenix BCE 3:45 PM 4:30 PM Concurrent Breakout Sessions 3: Customer Service Customer Engagement Social Media The Growing Impact of Cannabis and Indoor Agriculture Adam White, Xcel Energy Digital Engagements Impact on DTE Energy Greg Garland, DTE Energy Leveraging Video Technologies to Enhance Customer Experience When the Lights Go Out Dan Sequin, Hydro Ottawa 5:00 6:30 PM Phoenix BCE Opening Reception 6:30 PM Dutch Treat Dinner Canyon Café and Mi Amigos Page 2 of 5

3 Thursday, October 12, :15 8:15 AM Phoenix BCE Foyer 8:15 10:00 AM Valley of the Sun DE General Session Keynote: Building Customer Trust in a New Energy Landscape (Utility Partner) Stacy Derstine, Arizona Public Service Using Data Analytics to Better Understand Customers Raiford Smith, Entergy 10:00 10:30 AM Phoenix BCE 10:30 11:15 AM Concurrent Breakout Sessions 5: Self Service Customer Engagement Customer Communications Benefits of Implementing an Improved IVR Kyle Hoyle, OPPD 11:15-11:30 AM 11:30 AM 12:15 PM Concurrent Breakout Sessions 6: How Customer Segmentation & Digital Marketing Drives Behavior Change Susan Samuelson, FirstEnergy Stephanie Crockett, Eric Mower& Associates Xcel Energy Pursues Auto Enrollment Strategy after Major TCPA Decision Liz Lindskoog, Xcel Energy Customer Service Employee Engagement Billing & Payment Business-Centric Focus Improves Customer Satisfaction at Ameren Missouri Kristy Lovett, Ameren Missouri Employee Engagement KCP&L s Do Just One Thing Initiative Carey Bush, KCP&L Empowering Customers and Reducing Write-offs with Prepaid Metering Ebony Whitby, OUC 12:15 PM 1:45 PM Valley of the Sun DE Lunch/Awards Ceremony 1:45 PM 2:30 PM Concurrent Breakout Sessions 7: Customer Experience Simplicity is Key: Embracing Zero Platform Engagement in a Multi-Channel World Jennifer Montague, ComEd Billing & Payment Improving the Payment Experience for Customers Lisa Compton, Consumers Energy Customer Communications Improving Customer Sentiment and Reducing Cynicism with a Positive Brand Strategy David Clauson, Westar Energy Page 3 of 5

4 Thursday, October 12, 2017 (Continued) 2:30 PM 2:45 PM 2:45 3:30 PM Concurrent Breakout Sessions 8: Customer Service Outage Communications Increasing Engagement and AMI Technology in Outage Satisfaction among Small and Reporting Channels Improves Mid-size Business Customers the ComEd Customer Jessica Belcher, Kevin Douty, Experience Diane Reyes, PG&E Jennifer Joseph, Mark Sayers, Andrea Wills, ComEd 3:30 PM 4:00 PM Phoenix BCE Prize Drawings and Refreshments in Exhibit Hall 4:00 PM 4:45 PM Phoenix D Presentation Gold Sponsor: Topic TBD Speaker TBD, Message Broadcast 5:30 PM 8:00 PM The Duce Main Event Program Marketing Increasing EV Adoption through Partnerships and Customer Education Jeff Beeson, KCP&L Page 4 of 5

5 Friday, October 13, :30 AM 8:30 AM Phoenix CD Foyer 8:30 AM 10:00 AM Phoenix CD General Session 1. Enhancing Customer Engagement and Product Design through Data Analytics Cathy Ries,Tucson Electric Power 2. Customer of the Future 2020 and Beyond Panelists: Dave Clauson Director Digital and Marketing Communications, Westar Energy Kristy Lovett Senior Manager, Customer Satisfaction, Ameren Missouri Tim Melton Manager Customer Commitment, LG&E and KU 10:00 AM 10:15 AM 10:15 AM 11:45 AM Phoenix CD General Session 1. Consumer Attitudes and Preferences: Chartwell s 2017 Residential Consumer Survey Takeaways Russ Henderson Research Manager, Chartwell 2. Panel Discussion - Tim Melton, LGE&KU Dave Clauson, Westar Kristy Lovett Ameren Missouri Page 5 of 5