CS Week 2012

Empowering Utilities through Smarter Platforms

Event Details | Event Overview | Session Details | Speaker Profiles

Event Details

Date: May 1 - 4, 2012
Venue: Gaylord Texan Resort & Convention Center, Dallas/Ft. Worth, TX, USA
Booth Number: 201

Event Overview

CS Week is a premier Utility Customer Service Conference for managers and executives at investor-owned utilities, cooperatives, municipalities, and government entities. The annual convention features CS Week Executive Summit, CS Week College, the CS Week Synergy Groups, over 60 workshops of CS Week Conference 36, and the largest Exhibit Hall in meter-to-cash and customer service-related smart infrastructure.

Connect with Infosys

Infosys is the Keynote Speaker Gold Level Sponsor of CS Week 2012.
Infosys is exhibiting at booth #201 and will be showcasing its cutting-edge technology platforms and solutions around:

  • Customer Care and Billing
  • Customer Experience
  • Energy Management
  • Meter Data Management
  • Mobility
  • Smart Grid

Who should attend?
Managers and executives at investor-owned utilities, cooperatives, municipalities, and government entities.

Session Details

Keynote Address (Sponsored by Infosys)

Date: Thursday, May 3, 2012
Time: 08:15 - 09:15 CST
Venue: Texas Ballroom A
Speaker: Chip Bell, Author and Consultant

In this session, Chip Bell will reveal best practices from various organizations leading the customer loyalty charge – giving the audience powerful ideas and unique strategies that can be put into practice immediately.

Infosys' Conference Workshop

Title: The Customer Experience Journey: Identifying, Defining, & Implementing Concepts to Enable Customer Delight
Presenters: Colin Harrison, Customer Service Practice Lead, Utilities Practice, Infosys Limited
Jeanne Atkinson, CIS & Billing Manager, Minnesota Power
Chinmoy Parida, Lead Consultant, Utilities Practice, Infosys
Date: Friday, May 4, 2012
Time: 08:15 - 09:15 CST
Venue: San Antonio 5

Workshop Overview
Many utilities are faced with the challenge of antiquated Customer Information Systems. The lack of latest technology limits their ability to take advantage of future metering, Smart Grid, and increasing customer care channels - including social media. The journey of moving customers from being a 'Traditional Rate Payer' to a 'Partner' is a transformational one, and needs to be enabled by a variety of strategies. In this workshop, Infosys will explore business case components and will showcase enabling techniques/ technologies employed by utility enterprises. These best practices will help deliver enhanced customer care capabilities across new/ existing channels, which include customer portals and social media solutions, among others.

Key Takeaways from this Workshop

  • Understand strategies for articulating business cases and value for defining your customer service strategy
  • Understand techniques and tools that can be employed for enabling the strategy and enhancing your customer experience journey

Who Should Attend?
Senior & Mid-Level Executives across the Business and IT function of utility enterprises which are considering Legacy CIS replacement, enhanced customer self-service capabilities, and social media adaption.

Speaker Profiles

Chip Bell has helped many Fortune 500 companies enhance their bottom lines and marketplace reputations through innovative customer-centric strategies designed to meet the needs of contemporary 'all-about-me' customers who are picky, fickle, and vocal.

Colin Harrison manages the Utilities Customer Service Practice at Infosys, and has more than 18 years of experience in managing transformational initiatives in the Utilities industry. Throughout his career, Colin has led both strategy formulation and development, as well as transformation initiatives within customer service — focusing on customer care processes and enabling technologies. Colin has also led numerous initiatives in work and asset management.

Jeanne Atkinson is the CIS & Billing Manager at Minnesota Power (MP), located in Duluth, Minnesota. In her 21 years in the Utility industry, Jeanne has primarily focused on process redesign and system development efforts throughout MP’s organization — including implementation of the current legacy CIS System in 1994, as well as Maximo and Oracle eBuisiness Suite implementations and upgrades. Most recently, Jeanne led a major business redesign effort of the organization’s supply chain.

Chinmoy Parida is a Lead Consultant with Infosys. He has more than nine years of IT application development and consulting experience across the global Utilities industry. Chinmoy has gained expertise in the areas of business process re-engineering and customer service, and has successfully led design and delivery of projects across the Utility value chain.

Related Reading

Know more about CS Week 2012

View the floor plan for the Event

Learn more about Infosys Utilities Smart Grid offering

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