COMMITTEES

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Customer Experience Section Managing Committee

 

The SGA Customer Experience Section Managing Committee will provide a forum for member companies to learn, develop, and share best practices to enhance the current and future customer experience. To view the SGA committees that report up through this committee click here.

 

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 Communications

 

More Information About Committees and Interest Groups

An Interest Group is a database of gas industry professionals interested in a particular subject matter. SGA members may join as many Interest Groups as they prefer. Each Interest Group is managed by a Committee. Learn more about the Committee that manages this Interest Group by downloading their Activity Plan (above).

Events

Customer Experience Executive Roundtable - April 18-20, 2012

The Customer Experience Executive Roundtable was held in conjunction with the Management Conference at Barton Creek Resort & Spa in Austin, Texas.  Mike Davidson, NiSource and Ranelle Warfield, Piedmont co-chaired the event which was attended by  approximately 20 SGA members.

Mike and Ranelle had an outstanding agenda with excellent presentations which stimulated productive dialogue between the attendees of the roundtable. 

Chris Oberle - Sr. Director Energy Practice - J.D. Power & Associates gave a presentation focused on the value of understanding your customer and key drivers for enhancing the customer experience.  

Ranelle Warfield followed with a discussion and presentation on E-Billing and electonic payment options and strategies.  

The Information Technology and Customer Experience Executive then particpated in a joint session with Accenture leading a discussion on Customer Information Systems  and Options.  

The first day finished with an LDC panel of representatives sharing lessons learned selecting and implementing CIS systems.  

On the second day,  Charles Crews with NiSource shared their successes with Mobile web implementation and conducted a demonstration for the attendees.  

The Roundtable concluded with a review of the Customer Experience organizations and structure and the challenges of organizing the enterprise to enhance the customer experience.

Thanks to Mike and Ranelle and those in attendance.   The Customer Experience interest groups will meet in conjunction with the Marketing & Customer Experience Conference at Clearwater Beach on August 13-15, 2012 at the Hyatt Regency.

Presentations:

 

Customer Experience Executive Roundtable - April 13-15, 2011

The Customer Experience Executive Roundtable was held in conjunction with the SGA Management Conference at the Hyatt Regency Tamaya in New Mexico.  Gregg Knight, CenterPoint Energy and Lisa Pishevar (stepping in for Barbara Porter) NICOR National, co-chaired the Roundtable which was attended by approximately 20 SGA members.  It proved to be a very productive roundtable highlighted with quality presentations. 

Lisa Pishevar facilitated a "Strengths, Weaknesses, Opportunities and Threats" (SWOT) exercise related to collections, LIHEAP and disconnects.  The results of this best practices exercise will be provided to participants in a white paper. 

Gregg Knight provided a in-depth presentation describing how a combination utility has developed a customer engagement strategy for gas and electric customers. 

Todd Arnold, Managing Director, Smart Customer Insights, shared his views on how ubiquitous digital connectivity is presenting new challenges and opportunities for managing the customer experience. 

Chris Oberle, Sr. Director, J.D. Powers and Associates, presented strategies to target improvement in customers engagement and communications. 

Chris Cottle, VP Allegiance, offered a perspective for managing customer's expectations.

Presentations:

 

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