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09/18/18 The Customer Experience-It's Everyone's Job! Series Pt 1 sponsored by WIW IEPA#13297
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09/18/18 The Customer Experience-It's Everyone's Job! Series Pt 1 sponsored by WIW  IEPA#13297

When: Tuesday, September 18, 2018
12:00 pm
Where: Your home or office computer
United States
Presenter: Karen Cotton, Manager, External Affairs, Illinois American Water
Contact: Marianne Perino
866-521-3595 ext6

Online registration is closed.
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The Customer Experience-It's Everyone's Job! Series Pt 1 sponsored by the Women In Water Committee Webinar 


CEU TYPE: Non-Technical
WEBINAR TYPE: Non-Technical
IEPA#:  13297
IDEM#Applied for

Join American Water's Lunch and Learn series on"The Customer Experience - It's everyone's job." Each month you will hear from a member of their Women of Water (WoW) team about topics related to enhancing the customers' experience, where it is every employee's job to keep customers in the center of all they do.


Leading organizations realize one key truth - employees are their greatest asset! In September, learn about Illinois American Water's award winning brand ambassador program. Employees work together within this diverse team to influence others through positive communication, education and outreach.


Once you attend this session you will gain the insight on how the brand ambassadors use careful, strategic efforts to help achieve company goals.Karen Cotton, external affairs manager, Illinois American Water, has a practical formula that can help any organization implement a team of their own. You will learn:


·        Why you should consider creating a brand ambassador program in your organization.

·        Who are ideal candidates to get involved.

·        How you can launch the program and onboard new ambassadors.

·        Examples of ideal initiatives and methods to engage your ambassadors both internally and externally.

·        Smart ways to publicize information about your program.

·        Important ways to show the benefit of the program to the organization


Presenter: Karen Cotton: Karen has over 20 years of experience in communications, public relations and corporate responsibility. She has worked for 11 years at Illinois American Water where she serves as the company spokesperson, leading strategic communication and community relations in the company’s 13 service districts. Karen is enthusiastic about partnerships that benefit the community and customers of Illinois American Water. She led the effort to implement over 35 permanent pharmaceutical disposal programs across the state, including six in Peoria County, through a strategic collaboration between police departments, students and environmental leaders. This program has been recognized locally and nationally. Through Karen’s collaborative spirit, she pioneered an employee engagement program at Illinois American Water, the Brand Ambassador Program, which has brought the company’s core values to life through community outreach and education. Both the pharmaceutical disposal program and brand ambassador program are model programs at American Water, contributing to enhanced company culture and environmental stewardship. Karen’s work earned Illinois American Water the American Water Works Association’s Public Communications Achievement Award in both 2012 and 2018. She was also recognized with the Illinois Department of Human Rights and Illinois Black Chamber of Commerce Trailblazer Award (2018), Unsung Shero Award presented by community-based programs It Takes a Village and Living to Serve (2018), the 25 Women in Leadership Award (2014 ) and Peoria’s Top 40 Leaders under Forty (2009). She volunteers with the Clean Water Celebration navigating committee, National Brittany Rescue and Adoption Network Canine Railroad, Alliance of Therapy Dogs and PAWS to Read. Karen is a graduate of Bradley University. She and her husband Dr. Brad Cotton reside in Peoria, Illinois.



REGISTRATION & HOURS: This webinar will begin at 12:00pm and conclude by 1:00pm CST. Earn up to 1 PDH or RTC hour. After registering with Illinois Section AWWA, attendees will be furnished via email with all materials and links needed to participate in the webinar. Questions? Call 866-521-3595 Ext. 3


Registration Type

ISAWWA Member Rate
Non ISAWWA Member Rate IND Rate
Regular (ends 09-17-18)
$30 $25


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