http://conferencesconnect.com/ Conferences Connect produces conferences and training for utility executives and managers. http://conferencesconnect.com/conferences-connect.html Conferences Connect is your source for high quality conferences, webinars and courses designed specifically for electric, gas and water utility and other energy industry executives. We bring you face-to-face with utility and energy industry leaders, so you can learn from your peers, network and connect. "I believe that your conferences are the best because of their intimate size, low key "commercials" and excellent presenters and I appreciate the work you do to help bring key players together to share!!" -- W.M., Manager Customer Experience, Puget Sound Energy Are you tasked with a new project? New to your role? Do you need to learn a lot of information about an energy business topic quickly? Shorten your learning curve! Attend focused events in a boutique setting that enables maximum learning, engagement and relationships. People love us - click here to find out why. Experience our events for yourself!Register today forconferences and webinarsonurgent topics: best-in-class Customer Service, Web Self-Service, Contact Center Management, Smart Grid, Demand Response, Credit and Collections, and the effective use of Social Media (and more). We invite you to explore – and CONNECT! Upcoming Events: (click on image to learn more) Webinar: Conference: Webinar Recording: Webinar Recording: Webinar Recording: http://conferencesconnect.com/events/webinar-training-your-utility-for-social-media-how-to-scale-to-meet-enterprise-objectives.html From coaching online spokespeople and twitter-happy executives to giving community managers the tools and information they need to be successful, social media training is a big job - to which few resources are allocated. Developing a streamlined process is possible. And there's an opportunity to make a big impact that you're probably overlooking. If your company is attempting to scale social media out into the enterprise (and you should be), join us for this important and informative webinar on January 10th to learn more about what type of training you should consider and how you can make it work with limited time and resources. Register Now... Tuesday, January 10, 2012 1:00-2:00pm Eastern About Your Webinar Presenter: Lisa Hoffmann began exploring social media for marketing and PR during her agency years. While investigating these new channels for client promotion opportunities, she discovered that social media is an amazingly powerful networking tool, one that led to her role as Social Media Strategist in Corporate Communications for Duke Energy. She spends her days helping to usher in a culture shift. Webinars, Courses and Conferences presented by Visit Our Website610-325-4830 Please feel free to who might benefit from this timely webinar or our other events Webinar Tuesday January 10, 20101:00 - 2:00pm Eastern time Register Now $195 2012 Conferences Social Media for UtilitiesEffective Techniques to Use New Media to Serve, Promote Programs and Communicate with CustomersJanuary 30-31, 2012Ft. Lauderdale, FL Customer Experience Management for UtilitiesCreate a Consistent and Engaging Customer Experience Across All ChannelsFebruary 2-3, 2012Ft. Lauderdale, FL Utility Web WeekBest Practices and Lessons Learned in Utility Web Self-Service April 2-4, 2012Tampa, FL Contact us to Speak, Sponsor or Attendthese events! http://conferencesconnect.com/events/how-to-map-your-customer-journey-a-duke-energy-case-study-webinar.html The Challenge: Multi-channel is stretching the way we serve our customers. Customers have so many options to do business with us. How can we create the best experiences across channels? How do you meet the customer need? How do we design for single channels in a cross-channel world? The Solution:Journey MappingJoin John Lincoln of Duke Energy and Joe Piette of Piette Consulting as they discuss how Journey Mapping improved the Customer Experience process at Duke Energy. Through Journey Mapping, Duke Energy focuses through their customers' perspective as they design new products and services. Learn how the Journey Map showed: Customer goals Customer actions as they go through the service experience Moments of truth in the overall experience Pain points, gaps and disconnects Customer satisfaction, emotional responses and brand impact Customer toughpoints/channels Channel alignment Usability impacts Attendees of this webinar learn how to develop a Journey Map that creates value for both your utility and your customers. Register Now Wednesday,January 112:00-pm Eastern About Your Webinar Presenters: John Lincoln, Customer Experience Leader, Duke Energy.John is a passionate, long-time advocate for intentional management of the customer experience. In August 2010, he joined Duke Energy as Customer Epxerience Leader to develop and implement Duke's customer experience strategy, and assist in transforming the organization from a traditional energy utility to a world-class provider of energy-related solutions. Before Duke, John served as Senior Vice-President/Director of Wachovia's retail call centers, then as a principal contributor to Wachovia's industry-leading customer experience and loyalty efforts. As Senior Vice President/Customer Experience Director for Wachovia's Retail Credit and Mortgage divisions service over 18 million loan, credit card, and mortgage customers, he let the organization to first place finishes in three prestigious JD Power customer satisfaction studies, outstripping the competition by the largest margin on record, and reduced customer dissatisfaction and costs through customer-focused process improvement. Energy Joe Piette, Piette Consulting, President (Formerly Manager, Customer Experience, We Energies) Joe is a consultant in Customer Experience strategy, design and delivery. He designs and drives exceptional customer experiences across all customer interactions. He develops and implements global strategies for customer experience management and creates roadmaps for maintaining high-quality customer-focused interactions. He also specializes in persona, journey map, story board and other "voice of customer" development. Prior to consulting, he was the Customer Experience Manager for We Energies in Milwaukee, WI, where he worked for over 11 years. At the utility, he was the leader in changing the culture of We Energies to the customer experience approach. Prior to We Energies, Mr. Piette spent a decade as a producer/director for broadcast and multimedia at private and corporate enterprises implementing emerging technologies for multi-billion dollar companies. He has received numerous awards for his work in web design, video and film production and interactive media. Webinars, Courses and Conferences presented by Visit Our Website610-325-4830 Please feel free to who might benefit from this timely webinar or our other events Webinar Wednesday January 112:00pmEastern Register Now $195 UpcomingWebinar January10, 20121:00pmTraining Your Utility for Social Media: How to Scale to Meet Enterprise Objectives 2012 Conferences Social Media for UtilitiesEffective Techniques to Use New Media to Serve, Promote Programs and Communicate with CustomersJanuary 30-31, 2012Ft. Lauderdale, FL Customer Experience Management for UtilitiesCreate a Consistent and Engaging Customer Experience Across All ChannelsFebruary 2-3, 2012Ft. Lauderdale, FL Utility Web WeekBest Practices and Lessons Learned in Utility Web Self-Service April 2-4, 2012Tampa, FL Contact us to Speak, Sponsor or Attendthese events! http://conferencesconnect.com/events/webinar-how-to-get-customer-involvement-and-positive-media-coverage-for-your-utility.html The Challenge:Ten years ago, Texas-based Green Mountain Energy Company was looking for a way to help its customers increase their environmental impact beyond the purchase of their pollution-free electricity service; be a bigger part of the communities which they serve; and garner positive media exposure. The Solution: They launched an innovative program, the Green Mountain Energy™Sun Club™, to achieve all three goals. Since then, more than 30 solar donations have been made to worthy non-profits around Texas completely funded by Green Mountain's committed customers, resulting in a constant stream of positive media coverage and a unique opportunity for customer involvement in very tangible ways. The successful program has also recently expanded into New York with no plans for slowing down. Benefits of this type of program for your utility include: Positive media coverage at low cost Opportunity for customers to partner with the utility towards projects that benefit the social good Tangible support of the communities the utility serves, long-term exposure through naming rights Learn more about this customer and community relations success and how to think of innovative, low-cost programs for your utility which could have the same results. For more information about the Sun Club, please visit www.gmsunclub.com. Register Now... Thursday, February 23, 2012 1:00pm Eastern About Your Webinar Presenter: Tony Napolillo has managed the Green Mountain EnergyTM Sun ClubTM since 2006 and has overseen the donation, installation and dedication of over 20 solar projects. During his time as Sun Club manager he has proudly watched the program grow into the unique and impactful success story it is today and he's excited about the future as it heads into its second decade. Tony has 17 years' experience in the marketing and customer relations fields and has been with Green Mountain Energy Company since 2003. His passion for the environment and communications was a natural fit for the first and only retail electricity service provider dedicated to cleaner energy. He lives in Austin, TX with his wife and three small, yet crazy boys, who keep him young at heart and constantly on his toes. Webinar Thursday February 23 1:00 pmEastern Register Now$195 Can't make it? Order the recording Conferences Utility Web WeekBest Practices and Lessons Learned in Utility Web Self-Service April 2-4, 2012Tampa, FL Missed a Webinar? Buy a recording: When You're Attacked: Strategies, Tactics and Examples of Social Media Campaigns Against Utilities Training Your Utility for Social Media: How to Scale to Meet Enterprise Objectives How to Map Your Customer Journey Contact us to Speak, Sponsor or Attendthese events! Webinars, Courses and Conferences presented by Visit Our Website610-325-4830 who might benefit from this timely webinar or our other events