March 12–14, 2023 | Manchester Grand Hyatt, San Diego, CA
Palm Foyer
Palm Foyer
Seaport Ballroom
Welcome to Customer Edge! We'll begin each day together in general sessions designed to ignite your spark and get ready for the day ahead. Day one we'll kick off with our SoCal industry leader panel and hear from local utilities about how they’re driving sustainability and reliability programs while serving their communities. Then we'll hand the mic over to our product leaders who will give you a sneak peek into exciting product updates across our portfolio. Finally, we'll be joined by security experts for a check in on the latest cybersecurity news in the industry.
Seaport Ballroom
Meet our Innovation Team! Enjoy immersive experiences that allow you to explore the future of water and energy. We will have virtual reality, augmented reality, model town, interactive self-guided demos, and much more!
Seaport Foyer
Hear from Opower executives about the Oracle Opower vision and product strategy for helping utilities tackle business challenges and achieve their net-zero targets. Come see the customer experience the Opower team is creating for everyone you serve. It needs to be simple, motivating, and satisfying. It needs to be powered by artificial intelligence, automated by SaaS technology, and influenced by behavioral science. It needs to deliver measurable decarbonization results and customer lifetime value.
Balboa ABC
Grand Hall AB – level 1
In order for states, cities, and energy providers to meet the challenge (and in many cases mandates) to reduce carbon emissions now and going forward, the issue of easy access to energy usage data must be solved and treated as a fundamental piece of our clean energy infrastructure future.
Our panel presentation and discussion will focus on the importance of energy data to spur the required investment in our sector to scale rapidly and the need for easy, equitable access to the information for all. We will explore common concerns around privacy, security, and technical implementation from the perspective of two of the nation’s leading utilities along with the pioneering approach being taken by UtilityAPI in partnership with Opower to create this network in the most rapid and cost-effective manner possible.
Balboa ABC
Behavioral Energy Efficiency programs have relied mainly on the Home Energy Report’s monthly communications to deliver results. Now, with evolving technologies and new program expectations for success, you have to leverage the power of behavior change to ensure customers adopt, engage and take action in new and potentially challenging ways. During this session, we will share why Behavioral Energy Efficiency is about more than just delivering the Home Energy Report and how the SaaS platform powering your behavioral program can flex to quickly meet specific needs for peak reduction, program enrollment, electrification, and rate adoption. We’ll discuss our introduction of dynamic communications that flex to quickly meet specific needs.
Balboa ABC
Join this session to discover Oracle Energy and Water's mission and vision, future goals, input from our user groups, and an overview of our offered solutions and how they connect. Plus, gain insight into our exclusive customer-only resources such as our quarterly newsletter, onboarding expectations, and resources, and more!
Seaport F
Consumers run their life from their phone and look for efficient, secure, self-serve interactive experiences. Join this workshop to hear how Southern Company Gas partnered with ACI Worldwide to leverage Apple/Google wallets to create a frictionless billing and payment experience that resulted in meaningful cost reduction, customer satisfaction and self-service. See for yourself as we discuss ways utilities can light up customer phones with timely account and critical service alerts to shift engagement to digital channels and reduce inbound call volume.
Seaport GH
Wondering what our incubator team is up to? Want to talk about what's next on the analytics frontier? Join us for this product exploration session. You'll get the chance to pick 2 poster sessions to hear the latest from our top innovators and ask your questions.
Topics to choose from:
Seaport ABC
Join this session to explore how we can take demand flexibility to the next level with distributed energy resource management. In this session, we'll dive into the powerful benefits for you and your customers when you can tap into devices across the grid. We’ll discuss the new frontier of reliable, safe grid management, and how a comprehensive strategy for today’s intelligent, dynamic grid can help you orchestrate energy demands and generation, control devices across the network, and develop localized energy markets
Balboa ABC
Join this session to meet the executives of Oracle Energy and Water. This session is an opportunity for customers and prospects to ask their most burning Oracle Energy and Water questions and hear insights from our executive leaders.
Seaport F
This session is an opportunity for members from Cloud and Tech to answer questions from previous sessions that they lead and audience members want to learn more, ask questions, or discuss opportunities. This session will be an open area where people can come and go as they please instead of staying after in session rooms to prevent delay of other sessions. This was a request from the cloud and tech team.This is the free time for cloud and tech to answer any and all questions.
Gaslamp AB
Educate and engage the audience on Oracle Cloud Infrastructure and how we complement a multi-cloud strategy
Gaslamp CD
Understand the most observed barriers to SaaS Operational Success and the Operational Readiness Activities that can help mitigate. We all want a smoother transition to SaaS Live Operate and to achieve defined Outcomes. Discover what to expect in Live Operate and how your success starts before go-live, a breakdown of roles and responsibilities of You (customer), DevOps, CSM and how Oracle Energy and Water Integrated Managed Services can help!
Seaport GH
Water is critical to all life, the world's water stewards (yes, you!) are faced with increasingly complex challenges - from aging infrastructure and led pipe replacement to extreme drought and everything in between. Join this discussion with water experts to talk about how technology can help us solve some of today's biggest water challenges.
Balboa ABC
As we drive energy efficiency and demand flexibility programs, as we promote electrification initiatives and more distributed energy resources across the grid, we must also ensure the burden of energy transformation is not disproportionately borne by vulnerable customer groups. In this engaging discussion, we'll tackle a question of critical importance: how do we ensure our energy systems are equitable as we push to achieve sustainability targets?
Old Town AB
Years ago, AEP launched an in-house user interface to provide its call center agents a way to execute common CIS functions quickly and efficiently and in a manner that supported the ability of agents to comply with business rules for seven (7) different operating companies working in eleven (11) different states. As AEP embarks on its journey to replace its older mainframe CIS system with an Oracle solution, it still needs its agents to handle customer interactions efficiently in this same complex regulatory environment. In the second half of 2022, AEP launched an effort to determine which existing Commercial, Off-the-Shelf (COTS) software solutions could be integrated with the new Oracle CIS and other systems to support call center agent efficiency, the complicated regulatory environment, and increased expectations regarding Customer Experience (CX) capabilities.
La Jolla AB
Join us on the Pool Deck and immerse yourself in the San Diego culture! This will be an amazing evening filled with plenty of food and drinks. Dress casual!
Level 4
Palm Foyer
Seaport Ballroom
Are you ready for day two? Our second day of Customer Edge is all about innovation. We'll start off with a bang as we announce and celebrate this year's Changemaker Award winners. We'll then be joined by Oracle leaders to discuss the future of technology as we see it and showcase some exciting projects that are exploring the limits of what's possible in the industry. And finally, we are thrilled to have Josh Linkner, world-renowned innovation expert, join us for some creative troublemaking to leave you buzzing and ready to drive industry transformation.
Seaport Ballroom
Meet our Innovation Team! Enjoy immersive experiences that allow you to explore the future of water and energy. We will have virtual reality, augmented reality, model town, interactive self-guided demos, and much more!
Seaport Foyer
Rising costs for everyday resources put millions of limited-income customers at a disadvantage and adds to the energy burden they already face. In this session, we will talk about why it benefits utilities to reach their most vulnerable customers and the need for funding collaboration, shared tools, and a better customer experience. We'll dive into how utilities can help ease the energy burden through a unique process of identifying, reaching and increasing customer enrollment in meaningful programs that help reduce arrearages and reach customers at scale more economically.
Balboa ABC
Grand Hall AB – level 1
Utilities’ business customers are expecting seamless experiences with clear data and insights at their fingertips. Opower is helping utilities take a step forward with a new Business Customer Engagement solution with a flexible suite of cross-channel experiences designed for business customers and utility account managers. Using personalized self-service tools and outbound messaging and alerts, Opower helps to enhance customer satisfaction, reduce cost-to serve, and make account managers more effective.
Join this session to learn more about how we’re doing that. Hear from clients who have or will soon launch this solution about the value its driving with their customers.
Balboa ABC
Join this session to learn more about the breakdown of roles and responsibilities, the guided learning paths available and what you should expect from your system integrators and project teams during implementation and after go-live. We'll dive deep into the differences between on premise and SaaS, mapping a clear migration plan, stakeholder management, tools and support available, and more.
Seaport F
Yesterday’s programs for assistance consisted of payment arrangements, budget billing, or perhaps a reduced rate. Today, utilities are creating innovative new programs where renewable energy programs are piloting homes for low-income communities, public-private partnerships are being designed helping small commercial organizations, and new community organizations are engaging with utilities to help in alternate ways such as plumbing and energy efficiency repairs. Learn about what your peers are doing, ask questions, and bring home some new ideas.
Seaport GH
Roll up your sleeves and put your thinking caps on...it's time to dive in. Tuesday afternoon we invite you all to join the Oracle Ignite Series, during which you will join teams to develop and pitch innovative solutions to real-world problems using next generation tech. In true Ignite fashion, all presentations will be 20 slides, in just 5 minutes, with slides automatically advancing after 15 seconds. Quick, powerful, and a whole lot of fun!
Ignite Kick Off: Let's get started in our Ignite Series by exploring technologies that could have big implications for the industry. Four experts will each be challenged to deliver a 5 minute Ignite-style session laying out their chosen technology. Their goal: convince you to join their team for the next phase of the Ignite Series.
Seaport ABC
See what bringing Opower customer analytics and insights into your CRM and Marketing Automation Systems can do for customer operations. Learn how extending single sign on capabilities to your trusted partner applications simplifies the customer journey and accelerates program enrollment. In this session, we'll have a dialog and showcase how to create an easier path to data sharing, insights, and customization across all your customer solutions.
Seaport F
Whether you are starting your AMI program or you have been on it for a while, are you building a smart-scape of data? We will discuss uses of the AMI program beyond customer leak detection or water conservation, including financial reporting, redesigning job descriptions, reevaluating management reports and training, and how your peers are solving everyday issues in water with their AMI data.
Seaport GH
Choose which next gen technology team you'd like to join in this hands-on workshop. Bring your big ideas as you and your team develop a pitch: how would you apply your next gen technology to solve a big, hairy industry challenge?
La Jolla; Old Town; Gaslamp and Balboa
Ready, set, pitch! In this Ignite Series Finale your team will pitch your big idea. We'll poll the audience to crown one team as winner. Who will claim the coveted first place prize package? (Hint: it includes a discount for next year's Customer Edge!)
Seaport Ballroom
* Agenda session dates and times are subject to change