Infosys at CS Week I Utilities

Date April 8-12, 2019

Time All day

Venue Phoenix Convention Center, Phoenix

Booth no 201

Contact us

Event overview

The utility has transformed itself from a near monopoly to an enterprise focused on engaging users. The tipping point? Customers now expect to be served on their own terms – choice of energy sources, ability to interact across touchpoints, and community choice agreement and more flexibility on tariff options.

Talk to our experts at CS Week to transform your utility into a customer-centric enterprise. From business processes standardization to technology innovation, learn how customer orientation is a catalyst for business transformation.

Infosys is a Gold Sponsor of CS Week. Meet our experts at our Barista Bar (Booth # 201). Over coffee, find out how you can delight customers with personalized service by capitalizing on digital technologies.

 

Description on event

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

Session details

Title:

Panel discussion – CS trends: Delivering CS excellence

Date:

Monday, April 8, 2019

Time:

3 p.m. – 3.45 p.m.

Venue:

Phoenix Convention Center

Description:

It's one thing to set visions and objectives for a better customer experience, but quite another thing to be able to design, implement, and deliver the changes required at scale. Our panel will share new tools, processes, and measures that companies use to design and deliver an improved customer experience.

Moderator:

Rodney Oddoye - VP, Customer Operations and CCO, Baltimore Gas & Electric

Panelists:

Kapil Nanchahal - AVP, Utilities

Aaron Goldfeder - CEO, EnergySavvy

Swapnil Shaw - CEO, FirstFuel

Hannah Bascom - Head of Energy Partnerships, Google.

Title:

Joint solution Session – Significance of early focus on data for successful CIS transformation

Date:

Wednesday, April 10, 2019

Time:

3.15 p.m. – 4.30 p.m.

Venue:

Phoenix Convention Center, Room 123

Description:

The recipe for a successful CIS transformation has several ingredients. A majority of CIS transformations begin by focusing on business processes and technology solutions. In this session, Southern California Edison (SCE) joins Infosys to share how data became a focus area early in their CIS transformation journey. The session will address the need, approach, strategy, and benefits for adopting an ‘early data focus’ in a CIS program.

Speakers:

Kurt Sweetser - Director, IT Customer Service Re-Platform, Southern California Edison

Kurt has held various leadership and management positions in Fortune 100 and startup companies throughout his 30 years in information technology and telecommunications industries.

Early in his career, Kurt established new enterprise standards and programs enabling and differentiating SCE infrastructure capabilities while leading and managing more than 230 represented and non-represented team members throughout SCE’s service territory.

Parmarth Naswa - Program Director, Infosys

Parmarth is a senior technology services leader responsible for managing a cross-technology services portfolio for Infosys utilities clients. He actively works with North American utilities in shaping and executing their IT strategy, solutions, and outsourcing vision. Parmarth has rich global experience in advising and executing transformation programs for utilities in North America, Europe, and Asia.

Title:

Innovation talks: Innovation in customer experience transformation

Date:

Wednesday, April 10, 2019

Time:

1:00 PM – 1:08 PM

Venue:

Outside the exhibit area

Description:

The utility industry is undergoing a radical consumer-centric transformation. This is towards clean energy, increased digitalization for simplified tariff options, real-time tools to track consumption, omni-channel interaction, and anywhere anytime access to information. The desire to stay relevant to the consumer is driving the utility industry to innovate and embrace new technologies and processes at lightning speed. It is also propelling them to prioritize customer experience as a concrete and measurable outcome. However, without the right definition of business benefits, CIS transformation projects can end up being expensive technology upgrades.

Join us for our innovation talk titled, “Innovation in customer experience transformation“, where we talk about how we navigated our clients towards new technologies and processes, prioritized customer service experience, enhanced efficiencies, and reduced costs.

Speakers:

Kurt Sweetser - Director, IT Customer Service Re-Platform, Southern California Edison

Kurt has held various leadership and management positions in Fortune 100 and startup companies throughout his 30 years in information technology and telecommunications industries.

Early in his career, Kurt established new enterprise standards and programs enabling and differentiating SCE infrastructure capabilities while leading and managing more than 230 represented and non-represented team members throughout SCE’s service territory.

Kapil Nanchahal - AVP, Utilities

Kapil Nanchahal, AVP for Utilities, managing the growth and management of new relationships in the Utilities Industry in North America and Latin America. He is an Industry Leader focusing on advising enterprise clients on IT and Business Transformation.

Kapil specializes in IT Enterprise Application strategy and implementation across the value chain of Utilities industry. His experience spans business strategy, growth of new service lines, large transformation initiatives, sales operations and sponsorship of top global alliance partnerships.

Our themes and messages

What customers want: personalization

Your customers seek a personalized experience that complements their lifestyle demanding responsive user experience, technology innovation supporting multi-channel communication, channel-less experience including options like flexible rates and greater control over their utilities bills. Learn how Infosys helps utilities engage deeply with customers while transforming business.

What data points to: customer insights and automation

A utility is a repository of data that can be harnessed to better understand customer usage and preferences. Find out how you can convert big data into actionable business intelligence to develop customized tariffs and loyalty programs. How utilities can leverage technology innovation including robotic process automation to enhance efficiency and reduce cost.

What next in customer service: omnichannel

Your customer seeks service similar to airline and retail enterprises. You need to offer an experience that is seamless and consistent across touch points and channels of communication. Customers demand digital transformation enabling responsive design, mobile first architecture, multichannel communication. Learn how you can offer digital innovation with seamless integration of core business layer and user experience layer.

What the workforce needs: continuous learning

Your workforce needs to be informed and empowered to delight customers. Learn how our digital productivity tools and e-learning modules transform your field force productivity with an ability to take informed decision.

Connect with Infosys

Location: Booth # 201, Phoenix Convention Center, Phoenix, Arizona

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