Date: April 30 to May 2, 2024
Venue: Fort Worth Convention Center | Fort Worth, TX
Booth No: 617
Event Overview
Electric, gas, water, and wastewater utilities should implement advanced technology to modernize operations and deliver superior service. CS Week, the premier annual educational and customer service conference, provides utility professionals with a ringside view of the emerging technology landscape.
Infosys, a Gold sponsor at CS Week 2024, hosts joint sessions with clients and showcases innovative solutions and solution demos by domain experts.
Session #1
Title: ConEd CIS Implementation Journey: Transformation in an Uber-Complex Environment
Consolidated Edison, Inc. (known as Con Edison and ConEd) embarked on a Customer Information System (CIS) replacement program to modernize meter-to-cash processes for three commodities (electricity, gas and steam) and two business segments (Consolidated Edison Company of New York, Inc. and Orange and Rockland Utilities, Inc.).
Infosys implemented a single instance of Oracle Customer Care & Billing (CC&B) to centralize operations for 3.9 million customers and 14,000 employees. An industrial tool automated parallel billing, while operational readiness testing mitigated risks.
Date: May 1, 2024
Time: 3:15 - 4:15 PM
Venue: Room 203B
Speakers
Michael Murphy
Vice President – Customer Operations, Con Edison
Patrick Hooper
Program Director – Lead SI, Infosys
Session #2
Reducing unbilled revenue via CIS transformation
Consolidated Edison Company of New York partnered with Infosys to reduce the billing exception backlog and unbilled revenue. Infosys combined robotic process automation with a bespoke process framework to affect a CIS transformation. It accelerated resolution across 30+ exception categories and reduced exceptions by 75%. CIS modernization minimized exception inflow as well as unbilled revenue.
Date: May 2, 2024
Time: 12:00 - 12:30 PM
Venue: Exhibit Hall Area
Speakers
Jason Prue
Account Executive, Con Edison
Monik Suneja
Digital transformation leader - Energy & Utilities, Infosys
Session #3
Title: Generative AI Assists Energy Analysts
Southern California Edison (SCE), the primary electric utility company in Southern California, offers more than 2,000 energy programs to customers based on their location. Energy analysts at SCE assign the most appropriate program for ~ 5 million residential and business accounts. Infosys deployed a generative AI solution that allowed energy analysts to enter customer requests using natural language. The GenAI solution maps individual customers and customer segments to energy programs, which reduced request handling time by 60% and improved NPS.
Session details
Date: May 2, 2024
Time: 3:45 - 4:45 PM
Venue: Room 203A
Speakers
Okman Zeng
Project Mgr Southern California Edison
Alfred Ochoa
Customer Operations - Principal Manager, Southern California Edison
Jeremy Barnes
Senior Industry Principal, Infosys
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