American Public Power Association - Events - Customer Connections Conference 2010

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October 24 - October 27, 2010

Registration Form [pdf]

Conference Program [pdf]

Preconference Seminars

Conference Sessions

Hotel, Travel & Visitor
Information

Educational Credits

Sponsorship Opportunities

Sheraton Park Hotel
Anaheim, California

Public power's goals are to put its customers and communities first. APPA's Customer Connections Conference provides an opportunity for professional development, keeping up-to-date on industry activities and trends, sharing information, and building a professional network. The Conference provides an annual opportunity for public power utility professionals to learn about and exchange information in the areas of:

Customer Services
Key Accounts
Energy Services
Marketing and
Public Communications

Agenda

Download the conference program [pdf]

Sunday, October 24
8:30 a.m. - Noon	Pre-Conference Seminars Developing and Implementing a Social Media Plan Electric Utility Basics: Understanding and Explaining Your Public Power System and Its Operation
1:30 - 5 p.m.	Pre-Conference Seminars Smart Grid 101: What it Can Be and Communicating the Benefits to Your Community Effective Communications: Telling the Public Power Story in the Information Age
5:30 - 7 p.m.	Welcoming Reception
Monday, October 25
7:30 - 8:30 a.m.	Networking Continental Breakfast
8:30 - 10 a.m.	Opening General Session Public Power: Energy and Environmental Leadership in the Next Decade Leading in an Era of Exponential Change: How to "Jump the Curve" to a Smarter Future
10:30 - Noon	Concurrent Sessions Customer Service Roundtable Energy Services and Key Accounts Roundtable Public Communications Key Issues Roundtable
Noon - 1:30 p.m.	Lunch On Your Own
1:30 - 2:45 p.m.	Concurrent Sessions Getting the Most from Your Customer Assistance Programs Can You Prove the Savings for Your Energy Efficiency Program? Using Energy Assessments and Usage Data to Manage Load The Green Dialogue
3 - 4:15p.m.	Concurrent Sessions Change Management and Team Building: Training and Retraining Your Customer Service Employees Emerging Technologies in Energy Efficient Street Lighting The Value of Being an Advocate for Your Key Account Social Media: Building the Case, Executing the Strategy, Capturing the Learnings
5:30 p.m.	Dinner With Friends
Tuesday, October 26
7:30 - 8:30 a.m.	Networking Continental Breakfast
8:30 - 10 a.m.	Concurrent Sessions Tools to Help Your Customers and CSRs with Energy Efficiency Using Demand Response Programs to Benefit the Customer and the Utility Top Five Smart Grid Communications Challenges
10:15 - 11:45 a.m.	Concurrent Sessions Customer Service Benchmarking: How Does Your Utility Rate? New Age Distributed Generation: Emerging On-Site Generation Options for Your Customers The Forgotten Child: Small Commercial Customers Pricing in Tough Economic Times
11:45 a.m. - 1:15 p.m.	Lunch On Your Own
1:15 - 2:45 p.m.	Concurrent Sessions Improving Your Customer's Self Service Experience Through the Web and IVR The Life Cycle of an Energy Efficiency Program from Start Up to Results Roundtable: Breaking Bad News to Key Accounts Integrated Marketing Communications: What's the Right Mix?
3 - 4:15 p.m.	Concurrent Sessions Creative Ideas and Best Practices in Customer Services: Discussion Forum Smart Grid Projects: Lessons Learned Building Your Business Attraction/Retention Case During Tough Economic Times Joint Action/State/Regional Organization Roundtable
4:30 - 6 p.m.	The Year in Public Power TV Commercials
Wednesday, October 27
7:30 - 8:15 a.m.	Networking Continental Breakfast
8:30 - 10:30 a.m.	Closing General Session People, Performance and Productivity: Capitalize on Differences
10:30 a.m.	Adjourn