Oracle Utilities Customer Operations Track

Customer Operations

As the utility customer continues to evolve from distant rate-payer to engaged business partner, Oracle Utilities is building technology solutions that enable utilities to remain agile and focused on innovation while driving down costs, streamlining operations, and delivering exceptional customer experiences. Join this track to learn about Oracle's latest enhancements to the industry's leading customer operations platform, built for the customer-centric utility.

Track Sponsored By

Platinum
Red Clay Consulting
Silver
Blue Heron Critical River Wipro
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Monday, March 2

8:45
a.m.
General Session (All Attendees)

Welcome to the 2020 Oracle Utilities Customer Edge Conference! In our day one opening session, we’re excited to show you some of the coolest new features and solutions across our portfolio. We’ll take you on a journey through some of the most common challenges utilities around the world are facing – journeys you’re sure to recognize – and showcase how we are continuing to deliver solutions to tackle these challenges.

Emcee: Matt O’KeefeAssistant Vice President, Opower Sales, Oracle Utilities/Opower
Welcome Address: Rodger SmithSenior Vice President & General Manager, Oracle Utilities
Host Utility Welcome: Kerry OvertonDGM Chief Customer & Compliance Officer, Austin Energy
Investment Showcase: Dan ByrnesSenior Vice President, Product Development, Oracle
Neel GulharVice President, Product Management, Oracle
Jamal SyedPresident & CEO, HEXstream
Zilker I-IV
8:45 a.m.
10:45 a.m.
Sponsored by
11:00
a.m.
Customer Operations Strategic Vision

What does the future look like as utilities engage with the connected customer? This session looks toward what lies ahead in meter-to-cash-to-customer operations and what Oracle is building to help utilities engage, serve, and leverage customers to drive value for the future in data-informed, smarter ways.

Chona EmersonDirector, Product Strategy, Oracle Utilities
Texas I
11:00 a.m.
11:50 a.m.
12:00
p.m.
Lunch
Zilker Terrace, Hill Country A-D, Marker 10 and Patio & SW Bistro
12:00 p.m.
1:00 p.m.
1:00
p.m.
Customer Solutions Deep Dive PART A: Functionality Focus

Having laid a vision for the future in the Customer Operations Roadmap session, this set of deep dive sessions further explore the key functional enhancements for Oracle's customer solutions.

Hung Nguyen DirectorProduct Management, Oracle Utilities
Texas I
1:00 p.m.
1:50 p.m.
2:00
p.m.
Customer Solutions Deep Dive PART B: Cloud Focus

Increasingly, utilities are moving applications to the cloud, and Oracle is leading the industry in offering the most complete software-as-a-service (SaaS) solutions platform for utilities. But many utilities are still wrestling with how to approach a cloud strategy (and whether they should). This session will explore the capabilities and tools we're building into our SaaS solutions that make cloud more compelling than ever.

Chona EmersonDirector, Product Strategy, Oracle Utilities
Texas I
2:00 p.m.
2:50 p.m.
3:10
p.m.
The Path Forward: Transmission Trends, Digital Transformation, and Regulatory Insights (Sponsored by Utilligent)

While topics such as changing customer demand and energy efficiency dominate the headlines, it is the impact that digital and grid edge services have on energy delivery and the business model that is the most transformational aspect of the energy industry. We will cover the National Association of Regulatory Utility Commissioners (NARUC) survey results on the most pressing issues facing industry, with links to policy, state regulations and individual programs. As we move to generation, we are joined by Gridliance to discuss FERC 1000 and the future of independent transmission. Finally, we will discuss digital transformation and how expectations and assumptions, even in well-planned initiatives, can be the big difference in customer engagement.

Moderator: Maria DeChellisVice President, Customer Engagement, Utilligent
Roy EllisCo-Author; NARUC Study- Digital Grid and Policy
Justin CampbellSenior Vice President, Chief Development Officer - Gridliance
Mike BassignaniChief Executive Officer/Founder, Utilligent
Helen BurtExecutive Vice President, Chief Customer Officer, Utilligent
Zilker Ballroom
3:10 p.m.
5:00 p.m.
Sponsored by
Water Industry Peer to Peer Roundtable Discussions (Facilitated by Blue Heron Consulting)

The water industry is challenged with leaks, backflow testing, technology advancements, and customer facing issues. Join other water utilities as we explore these challenges and more in this industry specific peer to peer round table event facilitated by Blue Heron Consulting.

Amabelle BataraFunctional Architect, Blue Heron
Victoria WeberVice President, Customer Relations & Business Development, Blue Heron
Texas I
3:10 p.m.
5:00 p.m.
Sponsored by
Analytics & The Keys To Future Success: The Exelon Journey (Sponsored by Infosys)

Prior to the implementation of smart grid, visibility to the T&D system was limited. New sources of data such as AMI, reclosers, and distributed sensors at different points along the grid network increase visibility into the performance and health of the assets. The Grid T&D domain is designed to enable EU to leverage smart grid data as a strategic asset to generate actionable intelligence, drive innovation, improve operational efficiencies, and unlock new business insights. The Data Analytics Platform (DAP) will serve as the foundational tool for convergence and scalability of analytical solutions across Exelon Utilities. These analytic insights will drive sustained value by improving reliability and customer satisfaction, decreasing operational cost, and capturing new revenue opportunities.

Ashok Kamath MoodbidriSenior Director, Infosys
Rich RosentielIT Director of EU Analytics, Exelon
Texas III
3:10 p.m.
5:00 p.m.
Sponsored by
5:30
p.m.
Reception

Welcome reception for all attendees of the Oracle Utilities Customer Edge Conference

Marker 10 and Patio
5:30 p.m.
7:30 p.m.

Tuesday, March 3

8:45
a.m.
General Session (All Attendees)

Kicking off Day 2 of this year's event, we're excited to celebrate utility leaders in our inaugural Customer Awards program. Following the ceremony, we'll focus in on disruption and innovation. We'll discuss industry transformation and hear from utility executives about their biggest opportunities ahead. To wrap up, we'll take a look at what happens when we bring innovation to life – turning buzzwords into real business value – across the most exciting areas of disruption in the industry.

Customer Edge Awards Ceremony
Join us Tuesday, March 3rd at 8:45 a.m. in the Zilker Ballroom to celebrate our Winners during our first annual Customer Edge Award Recognition Ceremony!

Emcee: Matt O'KeefeAssistant Vice President, Opower Sales, Oracle Utilities/Opower
Executive Panel Moderator: Hillary MartinVice President Strategy & Marketing, Oracle Utilities
Panelists: Mike SiciliaExecutive Vice President, Global Business Units, Oracle
Matthias KurwigCo-founder & Chief Executive Officer, Enervee
Charles KingSenior Vice President & Chief Information Officer, Evergy
Elaina BallChief Administrative Officer, El Paso Electric
"Innovation Unleashed: What we're working on now"
Hillary MartinVice President Strategy and Marketing, Oracle Utilities
Zilker I-IV
8:45 a.m.
10:00 a.m.
Sponsored by
10:10
a.m.
Oracle Utilities Digital Self-Service: New Features Demo and Roadmap Preview

Explore the future of self-service at Oracle Utilities and the latest innovations for Move-In and Move-Out automation, multi-account payments, intelligent alerts and more. In this interactive session, we will demo features from the recent 19C release--including alerts, notifications, billing and payment enhancements, and SST location enhancements--as well as preview features we're working on for 2020.

Krista JoldaProduct Manager, Utilities CX, Oracle
Nam NguyenProduct Manager, Oracle Utilities/Opower
Texas I
10:10 a.m.
11:00 p.m.
11:10
a.m.
AMI for Water: Tapping Meter Data to Transform Customer Engagement

Las Vegas Valley Water District (LVVWD) is turning to Advanced Metering Infrastructure to tackle big challenges common among water utilities today and transform the way it engages and serves customers. At the heart of this initiative is a project to upgrade to an integrated MDM/CIS platform that can help the utility leverage meter data to "connect the dots" across meter-to-cash-to-customer operations. Join this session to hear how LVVWD is laying a connected-data foundation to address key strategic customer and operational objectives, such as:

*Empowering customers with better visibility into their accounts and usage
*Intelligent customer engagement, communications and program promotion
*More accurate reads and billing through daily/hourly meter reads
*Reducing field crew deployments and making service calls more efficient
*Increasing conservation program performance through targeted communications and enforcement via meter data
*Protecting revenue through data-enabled leak detection

Dennis DeMeraCustomer Care & Filed Services Manager, Las Vegas Valley Water District
Lynne Powers Executive Director, Sales & Marketing, Red Clay Consulting
Texas I
11:10 p.m.
12:00 p.m.
Sponsored by
12:00
p.m.
Lunch
Zilker Terrace, Hill Country A-D, Marker 10 and Patio & SW Bistro
12:00 p.m.
1:00 p.m.
1:00
p.m.
Finding the Right Path Forward - A conversation about CIS upgrades with Oracle Consulting Services

Join Oracle Consulting Services to explore best-practice-based roadmaps for CIS upgrade, whether upgrading to the next version of Customer Care & Billing / Customer to Meter, replacing a legacy solution, or considering the benefits of Customer Cloud Service. We'll explore key considerations for each option and lessons learned from Oracle's hundreds of client projects.

Patti CostelloDelivery Director, AMER Customer Solutions, Oracle Utilities
Jose De Jesus GarciaCRM Systems Director, Jacksonville Energy Authority (JEA)
Koni CassiniDivision Director, Hillsborough County Public Utilities
Texas I
1:00 p.m.
1:50 p.m.
2:00
p.m.
2:00
p.m.
Analytics Visualization for Customer Information Systems

Oracle is working to deliver digital intelligence built for the unique needs of utilities across operations by incorporating analytics and data visualization into all solutions. In this session join Oracle analytics professionals for a meter-to-cash-to-customer look at the latest Oracle Utilities analytics capabilities and discover new ways to drive business value with your customer and meter data.

Palika JayasuriyaSenior Principal Product Manager, Oracle Utilities
Texas I
2:00 p.m.
2:50 p.m.
3:10
p.m.
Oracle CX for Utilities: Expanding your toolset for modern customer engagement

Oracle Utilities is committed to modernizing our applications to enable utilities' customer-centric transformations. We’ve delivered on a self-service customer engagement solution suite and are expanding our focus to other complementary tools that broaden customer experience functionality, seamlessly integrated with our trusted core utility applications. This session will highlight the work we are doing to deliver a "Customer 360" experience, richer customer insights and analytics across our customer platform, as well as enhanced outbound notifications to drive greater customer engagement.

Neal NawrockiDirector, Product Management, Oracle Utilities
Dan MadiganProduct Management, Oracle Utilities
Texas I
3:10 p.m.
4:00 p.m.
4:10
p.m.
Utility Voices Panel

In this session hear from a panel of industry peers and get the chance to ask questions about their recent customer-operations initiatives, projects, and lessons learned.

Moderated by: Chona EmersonDirector, Product Strategy, Oracle
Anthony FerraraSenior Project Manager, IT Governance, Washington Suburban Sanitation Commission
Jamie CookCustomer Service and Billing Manager, City of Lubbock Utilities
Michelle CookCollections and Field Services Manager, City of Lubbock Utilities
Derin BluhmChief Technology Officer, Grant County Public Utility District
Texas I
4:10 p.m.
5:00 p.m.