HYATT REGENCY TAMAYA Phone: 505.867.1234
1300 Tuyuna Trail
Albuquerque, New Mexico 87004
Conference Theme: "Owning the Customer Experience"
2009 Conference Agenda
The Conference Planning Committee has put together an outstanding program agenda. Click here to view or download a copy. Agendas will be provided in your registration packet at the Conference, so please consider your needs before printing a copy!
Presentations from the 2009 Customer Solutions Conference
General Session Presentation Highlights
Monday, September 14th - 8:10 AM to 9:30 AM
Danielle DiMartino, Federal Reserve Bank of Dallas
Arresting the Adverse Feedback Loop An adverse feedback loop takes hold when a weakening financial system and a slowing economy feed off each other. The reduction of credit availability sparks an adverse feedback loop into motion which in turn hobbles the real economy. The more an economy falters, the more lending contracts. The result is a downward spiral of economic activity and finance. The Federal Open Market Committee recognized the danger in late January 2008. Barely two months into the recession it noted “the especially worrisome possibility of an adverse feedback loop, that is, a situation in which a tightening of credit conditions could depress investment and consumer spending, which, in turn, could feed back to a further tightening of credit conditions." The financial crisis validated the concern, igniting what has become the worst post-war economic downturn, in terms of length and breadth, on record. Housing market troubles deepened from 2006 into 2008. As the economy sank into recession, an October Fed survey found that two-thirds of banks were tightening standards for the highest-quality residential mortgages and three-quarters were reining in business lending. The dearth of credit sent spending down and unemployment up, exacerbating the threats to the financial sector and dimming prospects for stability in housing. Arresting the adverse feedback loop could prove to be the seminal challenge of modern policymaking. Since sounding the alarm in January 2008, the Fed has taken a series of actions—many of them unprecedented—to prevent additional damage to financial markets and restore lending activity. These policies have had some success in loosening the grip of the adverse feedback loop, but they’ve yet to put the economy back on a path to sustainable growth, rising employment and stable prices. This presentation explores the impact that the increased number of home foreclosures, the downturn in home sales, federal financial bailouts, potential tax increases, Health Care legislation and other factors have on the natural gas industry and our customers' ability to pay their household energy bills. This presentation will be followed up in many of our Roundtable breakout sessions with discussions on measures the gas companies are taking to be ready to assist customers with their energy bills while maintaining the high levels of customer service that our customers deserve and expect.
Arresting the Adverse Feedback Loop
An adverse feedback loop takes hold when a weakening financial system and a slowing economy feed off each other. The reduction of credit availability sparks an adverse feedback loop into motion which in turn hobbles the real economy. The more an economy falters, the more lending contracts. The result is a downward spiral of economic activity and finance.
The Federal Open Market Committee recognized the danger in late January 2008. Barely two months into the recession it noted “the especially worrisome possibility of an adverse feedback loop, that is, a situation in which a tightening of credit conditions could depress investment and consumer spending, which, in turn, could feed back to a further tightening of credit conditions."
The financial crisis validated the concern, igniting what has become the worst post-war economic downturn, in terms of length and breadth, on record. Housing market troubles deepened from 2006 into 2008. As the economy sank into recession, an October Fed survey found that two-thirds of banks were tightening standards for the highest-quality residential mortgages and three-quarters were reining in business lending.
The dearth of credit sent spending down and unemployment up, exacerbating the threats to the financial sector and dimming prospects for stability in housing.
Arresting the adverse feedback loop could prove to be the seminal challenge of modern policymaking. Since sounding the alarm in January 2008, the Fed has taken a series of actions—many of them unprecedented—to prevent additional damage to financial markets and restore lending activity. These policies have had some success in loosening the grip of the adverse feedback loop, but they’ve yet to put the economy back on a path to sustainable growth, rising employment and stable prices.
This presentation explores the impact that the increased number of home foreclosures, the downturn in home sales, federal financial bailouts, potential tax increases, Health Care legislation and other factors have on the natural gas industry and our customers' ability to pay their household energy bills.
This presentation will be followed up in many of our Roundtable breakout sessions with discussions on measures the gas companies are taking to be ready to assist customers with their energy bills while maintaining the high levels of customer service that our customers deserve and expect.
Monday, September 14th - 1:00 PM to 2:30 PM
Jason Strickland, Allegiance
The Top Six Elements of a Modern Voice-of-the-Customer (VOC) Program Customers today are expensive to get and hard to keep. A VOC program holds the promise of high customer retention. But today’s most successful VOC programs are sharply different than programs from just two years ago. In order to realize strong, tangible results, six key elements should dominate any new VOC program. These include: Engagement vs. Satisfaction, The Spillover Effect, Real-Time Data Access, Just-Right Reporting, 2.0-Type Feedback Solutions, Connecting to ROI & Outcomes. Presenter: Jason Strickland, VP Corporate Development for Allegiance, a leading VOC 2.0 company, will share why these elements are critical, relate struggles and successes from real companies, and reveal what kind of realistic results to expect from your VOC 2.0 initiative.
The Top Six Elements of a Modern Voice-of-the-Customer (VOC) Program
Customers today are expensive to get and hard to keep. A VOC program holds the promise of high customer retention. But today’s most successful VOC programs are sharply different than programs from just two years ago. In order to realize strong, tangible results, six key elements should dominate any new VOC program. These include: Engagement vs. Satisfaction, The Spillover Effect, Real-Time Data Access, Just-Right Reporting, 2.0-Type Feedback Solutions, Connecting to ROI & Outcomes.
Presenter: Jason Strickland, VP Corporate Development for Allegiance, a leading VOC 2.0 company, will share why these elements are critical, relate struggles and successes from real companies, and reveal what kind of realistic results to expect from your VOC 2.0 initiative.
Tuesday, September 15th - 9:30 AM to 11:00 AM
Tom Trively, South Carolina Electric & Gas, A SCANA Company
They Just Don't Make Boomers Anymore
This popular presenter will amuse and educate attendees on many of the issues we face in working with and managing the new multi-generational workforce. How can you expect to maintain high standards of efficient performance and customer care when your workforce is comprised of members from such varied generational backgrounds? From text messaging to tattoos, things are constantly changing for gas industry managers and employees. Learn practical lessons on the generational differences in lifestyle, attitude towards work and co-workers and interaction with your customers. See how you can apply that knowledge to keep everyone happy and functional. This presentation will relieve you of some of your stress and anxiety, but also promises to leave you shaking your head in amazement!
This popular presenter will amuse and educate attendees on many of the issues we face in working with and managing the new multi-generational workforce. How can you expect to maintain high standards of efficient performance and customer care when your workforce is comprised of members from such varied generational backgrounds?
From text messaging to tattoos, things are constantly changing for gas industry managers and employees. Learn practical lessons on the generational differences in lifestyle, attitude towards work and co-workers and interaction with your customers. See how you can apply that knowledge to keep everyone happy and functional.
This presentation will relieve you of some of your stress and anxiety, but also promises to leave you shaking your head in amazement!
Roundtables / Break Out Sessions
Customer Field Service Utilization
Customer Solutions Technology
Credit and Collections
Marketing
Call Center -- Visit the Call Center Operations Interest Group Web Page
Exhibits and Sponsorships
- EVENT SPONSORS -
"Welcome to Albuquerque" Reception Sunday, September 13th
"Welcome to Albuquerque" Reception
Sunday, September 13th
Afternoon Refreshment Break
Monday, September 14th
Tabletop Exhibits and Event Sponsorships are Available!
Vendor Exhibits featuring the latest in Customer Solutions Applications, Systems and Technology. Click here for information on exhibiting and sponsorship opportunites. Exhibitors and sponsors are welcome and encouraged to attend all Conference sessions. Contact Pat Downey with any questions.
Exhibitors for the 2009 Customer Solutions Conference
We appreciate the support of the following Exhibitors for the 2009 Conference. Please make sure you visit all of the Exhibits while at the Conference.
The Conference Planning Committee has arranged a field trip to visit The New Mexico Gas Company's Albuquerque Customer Call Center. See the Conference Program Agenda for more details on this popular Customer Solutions Conference tradition!
2009 Customer Solutions Conference Planning Committee
Claire Taylor, Piedmont Natural Gas, Conference Chair
Barbara Porter, Nicor National, Conference Co-Chair
Rex Petrey, Atmos Energy
Russ Winsor, Atmos Energy
Jamey Brewer, Atmos Energy
Julie Petty, Florida Public Utilities
Stuart Hogge, Piedmont Natural Gas
Keith Napier, Piedmont Natural Gas
Cassandra Newsome, Piedmont Natural Gas
Kent Hobart, TECO/Peoples Gas
Nelson Britt, PSNC Energy, a SCANA Company
Randy Randolph, Southern Gas Association
Larry Farthing, Southern Gas Association
General Conference Information
Register for the conference, make hotel reservations, locate air & ground transportation and find lots of other useful information for your comfort and convenience. We wish to make your Conference experience as enjoyable and productive as possible!
CONFERENCE
Registration
On-Line Registration: Registration for this conference will be handled online at the SGA website (see below). If you require a paper registration form, please contact Debbie Krawzik at 972.620.4012.
Registration Fee for SGA Members: $595.00. Non-Member Registration: $795.00. Please register and make your hotel reservations as soon as possible!
Conference Dress
Attire for the conference is business casual. Although dress for the conference is casual, a few restaurants in the area may require jackets for men and similar attire for ladies. Hotel meeting rooms can sometimes be cool during the day; you may want to bring a sweater or light jacket to the sessions.
HOTEL
Reservations
Reservations may be made by calling the Hyatt Regency Tamaya Resort & Spa directly: 505.867.1234. The cut-off date for the SGA room rate has been extended for as long as the hotel has rooms available. But please make your reservations now to avoid being left out of the SGA room block!
The SGA Conference room rate for this conference is $169.00 per night (approximately $188.14 per night, including state and local taxes). Please remember to ask for the Southern Gas Association / SGA conference rate when making your reservations. The Hotel's normal resort fee has been waived for SGA guests.
Self-parking is FREE for hotel guests and valet parking is available for $15.00 per night.
Additional Hotel Information
Click here for a complete fact sheet on the Hyatt Regency Tamaya Resort & Spa.
Golf Available On-Site (Optional Activity)
Click here to view information about the nationally ranked golf courses on-site at the Hyatt Regency Tamaya.
Spa - Tamaya Mist
For Spa reservations or more information, please contact a spa coordinator at: 505.771.6134.
HOURS OF OPERATION Fitness Center 5:30am – 9:00pm Spa Facilities 6:30am – 9:00pm Spa Services 8:00am – 8:30pm Salon 9:00am – 7:00pm
TRANSPORTATION
Flight Information
If you are flying to this conference, the Albuquerque International Sunport Airport (ABQ) is your most convenient option. Air carriers with service into the Albuquerque Sunport are listed below.
Ground Transportation
Shared Car Service
New MexiTour serves the Hyatt Regency Tamaya Hotel with vans and sedans from the Albuquerque International Sunport Airport. Fares each way to and from the hotel run $40 for the first person and $10 for each additional person. Reservations are required. Please contact the hotel concierge at least 24 hours in advance to schedule your transportation: 505.867.1234.
Taxis
Yellow Cab 505.247.8888 and Albuquerque Cab 505.883.4888 serve the Albuquerque International Sunport Airport. The Hyatt Regency Tamaya Hotel is 30-45 minutes from the airport and the fare each way will be approximately $75.
Rental Cars
Car rental customer service counters and return lots are located at the Sunport Car Rental Center, 3400 University SE. Car rental shuttles provide transportation between the terminal building and the Car Rental Center. The car rental shuttle is a free service. Shuttles run every 5 minutes from the commercial lane located outside the 1st level of the airport terminal building. Shuttle buses are handicap-accessible.
Hotel Parking
Self-parking is free for hotel guests and valet parking is available for $15.00 per night.
DINING
Nearby Dining Options (with local flavor):
Dinner Only,Tuesday-Saturday
New Mexican/American
Reservations are recommended at most of the restaurants listed above. Please check with the hotel concierge for additional dining options and for assistance in making reservations: 505.867.1234.
ALBUQUERQUE AREA TOURISM
Other Fun Things to See & Do in the Albuquerque Area (Outside of Conference Hours):
Sandia Peak Tramway - 505.856.7325
Indian Pueblo Cultural Center - 866.855.7902
New Mexico Museum of Natural History & Science - 505.841.2800
Old Town Albuquerque - 505.243.3215
Albuquerque Biological Park - 505.768.2000
Petroglyph National Monument - 505.899.0205. x331
CONFERENCE EVENTS TIMETABLE
Sunday, September 13
Monday, September 14
Tuesday, September 15
Questions??: Contact Larry Farthing at SGA.
Registration is Closed for this Event
Please make plans to join us next year!
If you would like to submit any discussion topics, please enter them in the space below.
Event Fee
Event Fee (Non-members)
Areas of Interest
Optional Field Trip:
Tour the New Mexico Gas Company Call Center in Albuquerque, Sept 15 (No Additional Charge)
I plan to attend the Field Trip
I will not attend the Field Trip
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