Igniting Ideas 2016: Agenda
Presentations are now available to download!
Take another look through your favorite one or any you missed. To download a presentation in PDF format, click on the link within the presentation description in the agenda.
DAY ONE | Tuesday, May 17
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10:00 – 11:00
Panel Discussion: Automated Email Programs
Automation is a simple and cost-effective way to make your lives easier by providing your customers the information they need, when they need it. Join us for a lively discussion about how best to leverage automation in your communication initiatives.
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11:15 – 12:15
The Mobile User Experience
Eric Davis, Principal User Experience Consultant, American Electric Power
Nearly half of AEP's customer web traffic comes from mobile devices –up to 90 percent during major storms. Eric will share mobile design tips, showcase usability testing, and demonstrate mobile solutions like alerts, notifications, billing and payments, and outage reporting. Eric has been a user experience practitioner for more than 20 years, specializing in usability, information architecture, user interface design, research, and more.
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12:45 – 1:30
Lunch Presentation: The latest and greatest in benchmarks
Presenters: Kinsley Giles, Data Analyst, Questline & Lindsey Sheridan, Marketing Specialist, Questline
We'll take you beyond Questline's 2015 Energy Utility Email Benchmarks report with insights behind the data. Learn how you can use the report to showcase your utility's success and secrets to the top performers. Plus, get a sneak peek at the latest benchmarking data for 2016.
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1:30 – 2:15
Energy Industry Thought Leadership & Excellence in Communications
Presenter: Mike Carter, Senior Engineer, Questline
Keeping a finger on the pulse of the ever-changing energy utility industry isn't easy. But it sure is fun! Hear from our very own Mike Carter, who travels the nation meeting with energy providers, industry experts, vendors, and clients like you to stay ahead of emerging trends and advances in power. Plus, he'll show you some cool new gadgets.
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2:45 – 3:45
But Wait, There's More! A TV Host's Take on Engaging Your Customers
Presenter: Jeff Wilson, HGTV and DIY television personality, author and remodeling expert
Join TV personality and author Jeff Wilson for a fun and informational look at how you can encourage your utility customers to attack energy efficiency. From saving money for your residential customers, to the PR benefits of "Being Green" for your small business customers, Jeff will arm you with some great ideas to get your customers to engage with energy efficiency. Jeff has appeared in nearly 200 episodes on HGTV and the DIY Network and is the author of
The Greened House Effect: Renovating Your Home with a Deep Energy Retrofit.
DAY TWO | Wednesday, May 18
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9:00 – 9:50
Let Us Entertain You: Questline's Creative Showcase
Since our last summit, we've introduced new best-practice RelationshipBuilder newsletter templates, and have a fresh approach to content marketing with more engaging, multimedia content types – ideal for boosting engaging and social sharing. Let's take a look at the evolution in utility content marketing.
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10:45 – 11:45
Breakout Topic: Increasing Customer Satisfaction with your Managed Accounts
Speaker: Joe Ellis, President of TQS Research
Listen as industry expert Joe shares tips for improving customer service to large, managed accounts. He'll touch on managing by a "Segment of One," implementing a joint planning program and the best practices of utilities with highest or most improved scores in the TQS annual benchmark study.
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10:45 – 11:45
Breakout Topic: Enhancing Residential Customer Experience
There is a lot of information to share with your residential customers. Explore how one utility has improved their residential customers' experience through brand consistency, overarching campaigns and transparency across teams and partners.
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1:00 – 1:45
Lunch & Questline Illumination Awards Presentation
During lunch, we'll celebrate industry top innovators, recognizing utilities setting the trends in customer communications and marketing and achieving remarkable results.
Be sure to follow @questline on Twitter to catch up on everything #IgnitingIdeas and share more insights.
Keep an eye out for information on the next Igniting Ideas!