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Driving Customer Success in the Smart Grid Era: Why the Time is Now for CRM (PSX187CAL)

Original Air
Thu Oct 27, 2011, 10:00 AM, USA Pacific

Duration: 1 Hour

Contact: Academy




Customer information systems (CIS) have adequately met Utility billing and basic customer account management needs over the past several years.  But today, the dynamics are changing and utilities are expressing concern about if and how their existing CIS systems will be able to meet the changing business requirements.  This was clearly demonstrated in the recent Five Point Partners survey where a whopping 81 percent of responding utilities reported that their existing CIS systems cannot be made to support the anticipated business requirements without modification or outright replacement.


Join Five Point Partners, Convergys and Microsoft for a complimentary, one-hour web conference for a look into how utilities view their CIS today and what they need to do to prepare for the future based on a comprehensive survey that was conducted during the CSWeek conference in May, 2011.


Topics that will be covered include:

The changing nature of utility to consumer relationships
The state of existing utility operating and technology environment
Drivers for moving from customer information to customer relationship
How to prepare for customer success in the smart grid era


Bart Thielbar
VP - Strategy, Research and Advisory Practice
Five Point Partners
Bart Thielbar is a Vice-President in Five Point's Strategy, Research and Advisory Practice.  As a former utility CIO and a past chair of the Edison Electric Institute's (EEI) and American Gas Association's (AGA) Technology Advisory Council, Thielbar is intimate with the opportunities and challenges facing the utility industry today.  Having led several successful system implementation and conversions throughout his career, he is well versed in the challenges and opportunities inherent to information technology initiatives.  He is a published author and frequent speaker on issues related to utility automation and holds his Certified Information Systems Auditor (CISA) designation from the Information Systems Audit and Control Association (ISACA).


Mary Ann Tillman
Global Director, Product Marketing
Convergys Corporation
Mary Ann Tillman is Global Director, Product Marketing, Utilities for Convergys Corporation, a global leader in relationship management, billing and customer care technology and services.
Mary Ann has more than 20 years experience in the utilities, telecommunications and technology market sectors in product management, product marketing and customer service arenas. Since 2009, when she was asked to launch Convergys into the utility market worldwide, Mrs. Tillman has been responsible for driving messaging and marketing efforts globally for real-time, scalable rating, billing and customer relationship solutions for the utilities industry.
Prior to her current role at Convergys Corporation, Mrs. Tillman has held various Product Marketing, Product Management, Service Marketing and Sales roles for Convergys (formerly Cincinnati Bell Information Systems), Attachmate Corporation and Digital Communications Associates. Ms. Tillman holds a Bachelor of Science degree in Business Marketing from Miami University in Oxford, Ohio.


Jon Arnold
Managing Director, Worldwide Power and Utilities

Jon Arnold is the Managing Director, Worldwide Power and Utilities for Microsoft. As Microsoft's senior executive for Power and Utilities his primary responsibility is to establish and drive Microsoft's industry strategy, which extends his leadership over sales, solutions development, partner activities, marketing, industry standards development, evangelism, industry, government and executive relations, as well as continuing the advancement of Microsoft's worldwide power and utilities team. Most recently, Mr. Arnold was appointed to the U.S. National Institute of Standards and Technology (NIST) Smart Grid Advisory Committee and Microsoft's smart energy reference architecture (SERA) was developed under the direction and leadership.

Prior to joining Microsoft in 2004, Arnold earned more than 30 years of experience in business and technology and more than 20 years of experience in the utilities space, that was characterized by significant involvement in government policy development. Mr. Arnold has developed business, technology and media strategy development for companies such as Capgemini, McGraw- Hill, Edison Electric Institute, American Red Cross, WR Grace & Company, Presearch, Inc, and American Testing & Engineering Corporation. He also worked with public relations and consulting firm GCI Read Poland to develop its energy industry strategy and supporting client communication and product development efforts.

Arnold holds a Bachelor of Science degree from the University of Tampa and a Master of Science in Computer Science from The Johns Hopkins University Whiting School of Engineering.

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