April 3–4, 2013, in San Diego, California
Hilton San Diego Resort

Thanks to our host sponsor, San Diego Gas & Electric!

Customer experience (CE) cannot be ignored. Top utilities understand that their customers expect a positive and consistent experience, regardless of industry—and utilities are not exempt. It’s time to dive in and figure out how to implement a customized CE strategy at your utility by breaking down silos and overcoming existing roadblocks. The 2nd Annual E Source Utility Customer Experience Conference will focus on CE planning and creating action steps. Our agenda will provide attendees with clear tactical approaches for driving CE within their organization.

Don’t miss the insights, best practices, and case studies that will be revealed and discussed during our information-rich sessions. We’ll cover:

• Customer channel and touchpoint inventories
• CE organizational and cultural readiness assessments
• Tactical approaches to multichannel strategies, including web, interactive voice response system (IVR), and communications improvements
• Laying the CE foundation at your utility
• Utility brand insights using the latest data from The Nielsen Company
• Messaging and positioning of strategic corporate issues
• Capturing and operationalizing the voices of your customers and your employees

Top 3 reasons you should attend:

1. There’s simply no other conference that will give you tangible ideas, tactics, and strategies for utility-specific customer experience. We understand the importance of CE and the roadblocks you face, and we’ll give you ideas and data to support your initiatives.
2. The agenda is balanced with a mix of presentations, case studies, exercises, group work, data, and best practices. We provide multiple networking opportunities to discuss ideas and challenges related to meeting customer expectations across all customer contact channels.
3. You’ll leave with actionable tools, knowledge, and insights for improving the customer experiences you’re delivering.

Who should attend?

If you’re involved in customer experience management; customer care operations; brand and reputation management; customer loyalty; customer service; call center management; e-business strategy; self-service, website, or IVR design and usability; or social media strategy at your utility, this is the conference for you. You’ll discover a wealth of information and be able to network with your utility peers.

This conference is exclusively open to utilities and E Source members. Vendors may attend as presenters, by invitation only.

If you’re a member of the E Source Customer Experience Executive Council, plan to arrive in San Diego a day early to attend the Spring 2013 E Source Customer Experience Executive Council.