9 episodes

CS Week is the premier annual educational and customer service conference serving electric, gas and water/wastewater utility professionals across North America and around the world. CS Week provides learning and networking opportunities in support of the utility customer experience lifecycle: Analytics, Billing & Payments, Contact Center, Credit & Collections, Digital Customer Engagement, Field Services, and Strategies & Management.

CS Week CS Week

    • Education

CS Week is the premier annual educational and customer service conference serving electric, gas and water/wastewater utility professionals across North America and around the world. CS Week provides learning and networking opportunities in support of the utility customer experience lifecycle: Analytics, Billing & Payments, Contact Center, Credit & Collections, Digital Customer Engagement, Field Services, and Strategies & Management.

    Episode 4: Digital Transformation as a Critical Business Enabler

    Episode 4: Digital Transformation as a Critical Business Enabler

    This episode features Kenny Coleman, SVP & CIO, Stephenie Howard, Dir, Performance Mgmt & Strategy and host Gregg Knight, EVP, Customer Transformation & Business Strategy.  This panel trio regularly works together at CenterPoint Energy, a large multi-state gas and electric utility headquartered in Houston, TX. 
    They discuss how utilities recognize that they must digitally transform their CX. Many have substantially advanced this capability in the past two years during and post-pandemic. Companies are implementing digital business initiatives as a key component of their corporate strategy. There are many critical characteristics of these digital transformations including: the ability to scale to large volumes of interactions during a weather event, the delivery of a seamless and consistent CX across channels and strategic management of data across omnichannel contact points. Listen as the panel discusses on how the CenterPoint Energy’s team is strategizing, implementing and managing its digital evolution.
    Support the show (http://www.csweek.org)

    • 23 min
    Episode 3: Customer Choice and Retention

    Episode 3: Customer Choice and Retention

    Brett Carter and Greg Knight discuss the burgeoning market, the tremendous opportunities this trend is presenting to progressive utilities, and other ways utilities are thinking outside traditional paradigms. Wins for the customer, utility and regulators are part of their spirited conversation. 
    Support the show (http://www.csweek.org)

    • 22 min
    Episode 2: Customer Expectations Shift Around Power Resiliency

    Episode 2: Customer Expectations Shift Around Power Resiliency

    In this second podcast episode, Knight and Seavers will discuss their utilities’ approaches to these events and adaptation strategies that support key objectives around promoting equity across customer demographics, protecting energy infrastructure, ensuring critical systems are functional and supporting communities during and after events. 
    Support the show

    • 20 min
    Episode 1: Building Organizational Resiliency When Nothing Is Normal

    Episode 1: Building Organizational Resiliency When Nothing Is Normal

    CS Week Connect, hosted by Gregg Knight, long-time industry thought leader, trailblazer, and service innovator at multiple utilities. In 20-25 minute monthly podcasts, Knight will engage respected professionals in candid, strategic conversations about current utility customer service challenges. But before he controls the mic, Rod Litke, CS Week’s CEO, interviewed Knight for this, our inaugural podcast, “Building Organizational Resiliency When Nothing Is Normal.”
    Support the show (http://www.csweek.org)

    • 22 min
    "Alexa, Save Me $20 on My Electric Bill.” Aclara Exec Explains How.

    "Alexa, Save Me $20 on My Electric Bill.” Aclara Exec Explains How.

    After a 20-year career in power generation, Aclara’s Frank Brooks recently moved to the customer engagement side of the utility industry. Listen as he describes the paradigm shift progressive utilities are making to mine their rich AMI data lodes and feed real-time data into platforms like Aclara’s Adaptive Consumer Engagement (ACE) to put helpful energy usage and conservation tips into the hands of consumers anytime. He forecasts that companies who have traditionally looked at AMI data from a utility-oriented lens for operational scheduling and regulatory compliance are now seeing opportunities to become trusted energy advisors in the burgeoning smart home market. Consumers have bought smart home devices and appliances for convenience, but utilities can extend those benefits to include automated comfortability and true cost savings.
    Support the show (http://www.csweek.org)

    • 9 min
    Intuitive, Flexible, Sustainable: Three Key Must-Be’s for GRU’s New CIS

    Intuitive, Flexible, Sustainable: Three Key Must-Be’s for GRU’s New CIS

    With multiple customer information system replacements in the pipeline at Gainesville Regional Utilities (GRU), Chief Customer Officer Bill Shepherd is driving towards three strategic must-be’s with major projects: system intuitiveness, flexibility and sustainability must be embedded in its IVR system, its bill pay and presentment platform, its billing system and upcoming AMI initiatives. GRU’s customers expect local reliability as a core service offering, but they also want a multi-channel customer experience like global retailers offer. This can be challenging for a municipally owned utility where business as usual falls on the side of conservatism, enforced through layers of business case adoption and funding approval. Gain insights from Shepherd’s seasoned acumen and hear how he is managing the staff requirements for GRU’s system replacement initiatives.
    Support the show (http://www.csweek.org)

    • 8 min

Top Podcasts In Education

Jordan Harbinger
Dr. Jordan B. Peterson
Ashley Corbo
Francesca Amber
Rich Roll
Kathrin Zenkina