Three Sessions to Attend at CS Week

Heightened customer expectations coupled with a dynamic technology landscape provide the ideal backdrop for digital transformation in energy and utilities. CS Week, the premier annual customer service conference for these industries, takes place May 1 – 4 in at the Tampa Convention Center in Tampa, FL, providing educational sessions along seven tracks:

  1. Analytics
  2. Billing & Payments
  3. Contact Center
  4. Credit & Collections
  5. Digital Customer Engagement
  6. Field Services
  7. Strategies & Management

CS Week attracts utility leaders from across North America and delivers best practices, insights and innovations from seasoned utility professionals. With nearly 100 sessions to choose from across four days, attendees need to spend time as efficiently as possible to ensure the greatest amount of learning and insight. These three sessions are not to be missed.

Customization is Out, Cloud is In

Utilities have long relied on heavily customized customer information systems deployed on premises. Cloud-based CIS and CRM platforms streamline business practices, modernize service delivery, address regulatory issues, and ensure customers’ needs are being met through multiple channels. Attend this session to learn about various cloud offerings, identify the benefits of using cloud technology, and how to select cloud solutions.

Session title: Cloud: Is It In Your Forecast?

Thursday 3:45 – 5:00 p.m.


  • Charles Kiely, AGM, Customer Care & Operations, DC Water & Sewer Authority
  • Thomas Kuczynski, CIO, DC Water
  • Michael Murphy, General Manager, Customer Services, Con Edison
  • Matthew Sexton, GM, Specialized Activities Customer Operations, Con Edison


Mobile Workforce Management Done Right

The benefits of mobile field workforce enablement are manifest: improved customer satisfaction; greater productivity and safety; less logistical complexity; increased efficiency in handling service orders; and fewer field service errors. Anaheim Public Utilities has achieved measurable benefits for its employees and its customers through the successful implementation of a workforce management solution. Attend this session to learn how to improve workforce efficiency and effectiveness, maximize end-user adoption of technology and hear benchmarking best practices.

Session title: Mobile Work Management Benchmarking

Wednesday 3:00 – 4:30 p.m.


  • Lisa Nugent, Customer Service Manager, Anaheim Public Utilities


Mass Outages Do Not Mean Mass Chaos

Timely communications between the field and those communicating with customers is key to a positive customer experience. This is even more critical during an outage. Enabling field technicians with the tools they need to get information to the customer are driving innovation and elevating customer expectations. Attend this session to learn how utilities are making improvements in outage management and customer communications through the use of technology.

Session title: Designing An Intentional Customer Experience During An Outage

Thursday 2:30-3:30


  • Angel Watkins, Sr Project Manager, Ameren Illinois


Your Time in the Expo Hall

The exhibit hall at CS Week is the largest in the industry, with more than one hundred vendors showcasing their products and services. Mobile Reach is offering one-on-one appointments with attendees where they can share their customer service initiatives and learn about how Mobile Reach enables service technicians to be more productive and efficient while improving their safety.

To arrange a personalized demonstration of Mobile Reach solutions, visit the CS Week website and select Mobile Reach from the list of vendors you’d like to visit with.