Utility Experts Address Innovation and Consumer Expectations at Annual Allconnect Summit

ATLANTA–(BUSINESS WIRE)–Industry innovation and shifts that characterize a responsive,
customer-centric organization were the themes of the annual Allconnect
Summit, featuring over 100 U.S. energy company leaders and industry
experts who gathered in San Francisco from September 22-24.

Allconnect CEO Sam Howe kicked off the conference with a discussion on
the mover experience by inviting an Allconnect / PG&E customer to join
him on stage. In closing, Howe reminded the audience that “while
expanded products benefit customers, it’s ultimately the experience they
have with our companies that makes the biggest difference.”

In her keynote speech, PG&E Senior Vice President and Chief Customer
Officer Laurie Giammona shared how customers want choice and control in
their engagements, and how PG&E has undergone a transformation to enable
a new model of employee interaction and customer service.

A panel of top utility leaders, including Eversource Chief Customer
Officer Penni McLean-Conner, SDG&E Chief Energy Officer Caroline Winn
and CPS Energy Vice President of Customer Accounts and Operations
Phyllis Batson discussed the use of technology, data, cross-channel
communication and employee empowerment to handle disruption.

Additional presentations included:

  • Utility Benchmarking – Taking Customer Engagement to a New Level:
    CPS Energy Director of Community Programs Jesse Hernandez highlighted
    how CPS Energy has changed customer interactions and empowered
    employees by placing customer service agents directly in local
  • Selling Value in a Competitive Electric Market: TXU Energy
    Director of Acquisitions Patrick O’Shea talked about marketing TXU
    Energy packages in a targeted, relevant way.
  • Shifting for the Impossible: Allconnect Executive Vice
    President for Partner Management and Business Development Kim Shumway
    shared insights into how companies will need to shift how they develop
    ideas and business models in a world of unprecedented change.
  • Best Practices Panel: AEP Managing Director of Customer
    Operations Rob Cheripko and PSE&G Director of Customer Contact Bill
    Nash addressed call center management challenges and solutions,
    increasing customer satisfaction and loyalty and training and
    developing the next generation of call center representatives.
  • Sharing Economy: Lending Club Vice President of New Business
    Initiatives Tom Green addressed how the convergence of technology,
    data, transparency and customer needs has resulted in a new way to
    access money that benefits both the investor and the borrower.

The Summit closed with “The Grid of Things,” a special session with
PG&E’s Electrification and Electric Vehicles group, and described the
company’s nation-leading initiatives in support of electric vehicles,
including its current project to install 25,000 EV Charging Stations,
the largest effort of its type in the U.S.

About Allconnect

Allconnect offers customers a convenient single source to compare and
connect integrated media, broadband, home protection, energy and green
products. Allconnect’s services are available at allconnect.com,
through utility and energy companies representing over 50 million
households, and via affiliates. Through more than 20 million annual
consumer touch points, the company acquires customers, increases revenue
and generates higher customer satisfaction for its partners.
Allconnect’s customer satisfaction ranks in the top 10 percent of
companies nationwide based on its American Customer Satisfaction Index
score. Founded in 1998, Allconnect is headquartered in Atlanta, Georgia,
with additional offices in Lexington, Kentucky, and St. George, Utah.
For more information, visit allconnect.com
or follow the company on Twitter
and Facebook.


For Allconnect
Sue Rodman, 404-784-5650