Historically, utilities are alleged to be classic, "late-adopters" of the new. The businesses are incented to be risk-averse by the regulations and regulators that control the industry. Yet, in today's digital age, customers expect from their utilities faster, more efficient customer service, as well as increased opportunities to reduce their energy bills.
The combination of smart grid investments, social media and mobile apps have given utilities a host of new tools to shake their stodgy reputation and improve their customer engagement. These types of media are critical in reaching customers during power outages, as well as in providing energy saving tips, bill pay and other customer engagement services. Though many utilities are rapidly and successfully using social media and mobile applications to improve engagement in these areas, there is still plenty of room for improvement. Consumers want to communicate through social media to ask questions, express opinions and add localized information that would help other customers in their community.
This conference will bring together industry and utility experts from across Canada and the United States to share their expert knowledge, experiences and aspirations regarding mobile and social media. Speakers will discuss specific ways in which mobile and social media are already transforming the utility landscape. Attendees will take away additional knowledge and resources required to implement effective mobile and social solutions within the areas of customer engagement.
Key Takeaways Include:
- Select the necessary component of an excellent customer experience
- Demonstrate benchmarking and best practices in social media
- Recognize the necessary components of a good customer experience
- Identify how to navigate the changing world of internal and external communications
- Explore how utilities are using mobile technologies
- Evaluate type of content to provide the public and how it should be developed
Early Bird Rate: USD 1254.75
Speakers: BC Hydro, FortisBC, Puget Sound Energy, National Grid, Idaho Power, Union Gas, PowerStream, American Electric Power