ATLANTA--(BUSINESS WIRE)--The intersection of technology, data analytics and customer engagement was the focus of the annual Allconnect Summit, featuring over 100 U.S. energy company leaders and industry experts who gathered in Dallas from September 16-18. The keynote speaker for the event was Scott Hudson, COO of TXU Energy, who shared his experience in the competitive Texas market where energy companies are competing to acquire and retain customers and the customer relationship is crucial.
Charlie Feld, Founder & CEO of the Feld Group Institute, provided closing remarks addressing the rapid technological changes all industries have experienced. He highlighted technology’s impact on customer interactions as well as shifts he foresees in the power and energy segments.
“The Allconnect Summit offers a unique opportunity for leaders in the utility and energy industry to explore up-to-the-minute trends, innovations and best practices,” said Mark Miller, Allconnect’s CEO. “The speakers are all experts in their field who share their experiences, strategies and solutions, as well as the resulting key differentiators for their companies.”
In his opening remarks, Miller reviewed 12 current game-changers in the utility industry. Consequently, he said, companies must capitalize on their core strengths—infrastructure, data, channel ecosystems and brand—to win in the rapidly changing landscape of customer expectations and engagement.
In addition to Hudson, Feld and Miller, the following industry experts also made presentations:
- Phyllis Batson, VP, CPS Energy, discussed how external partners have allowed CPS to expand the services offered to their customers, while the creation of internal partnerships has improved the customer experience.
- Kim Shumway, Allconnect’s EVP for Utility Services, presented “Technology and Data – The Art of Human,” which addressed the importance of balancing technology and human interaction in customer communications.
- “Benchmarking Success” featured representatives from San Diego Gas and Electric (SDG&E), Sacramento Municipal Utility District (SMUD), TXU Energy and Pacific Gas & Electric (PG&E) sharing success stories in areas such as digital roadmaps, interactive voice response (IVR), call center training and local customer service centers.
Through relationships with major utilities and home service providers, Allconnect helps millions of consumers save time and money on essential home services, including communication bundles, TV, Internet, phone and home security. The company offers a convenient single source for comparing and ordering when customers are transferring or establishing household services and want to ensure they get the best value. Allconnect’s customized solutions for energy partners help increase adoption of energy initiatives, such as home protection products, demand response offers, energy efficiency programs and green energy initiatives. Founded in 1998, Allconnect is headquartered in Atlanta, Georgia, with offices, including Sales & Customer Care Centers, in Atlanta, Georgia; Houston, Texas; Lexington, Kentucky; and St. George, Utah. For more information, visit allconnect.com or follow the company on Twitter and Facebook.