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11/13/18 The Customer Experience-It's Everyone's Job! Series Pt 3 sponsored by WIW IEPA#13500
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When: Tuesday, November 13, 2018
12:00 pm
Where: Your home or office computer
United States
Presenter: Ann Lewis, Chief Enterprise Technologies Officer and Vice President, Technology and Innovation
Contact: Marianne Perino
866-521-3595 ext6

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The Customer Experience-It's Everyone's Job! Series Pt 3 sponsored by the Women In Water Committee Webinar 


CEU TYPE: Non-Technical
WEBINAR TYPE: Non-Technical
IEPA#:  13500
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.


Part 3 Summary: CX and Technology - Connecting People through Technology: What does it mean to 'connect people through technology' in today's workplace?
Join Ann Lewis, chief officer, Enterprise Technology, American Water, as she recounts key milestones and lessons learned during the company's journey to transform how technology and innovation are used to engage both internal and external customers.

• American Water’s vision is clean water for life, and its purpose is to keep life flowing for the millions of customers they serve. They rely on innovate technology, in all areas of the business, to deliver on that vision and purpose every day.
• Employees feedback is a cornerstone of the company's efforts. They've indicated that they want technology to be easy to use, highly informative and customer-focused. It should help them do to their jobs more safely, effectively and efficiently.
• Every investment in people, resources, and technology is made to ensure quality, reliable water, and wastewater service, and provide an experience for customers such that if they ever had to choose a water company, they’d choose American Water gladly.

Once you attend this session, you will understand the value of connecting people through technology and learn a practical approach to help any organization establish similar "connections" of their own. You will learn components of American Water's proven methods to:
. Connect people through technology in your company's current state (as-is).
. Increase speed and efficiency in your workplace.
. Adapt to customer needs with agility and superior customer service.
. Reduce operational costs.
.Empower employees to drive continuous improvement and achieve significant accomplishments as a team.



Presenter: Ann Lewis, Chief Enterprise Technologies Officer and Vice President, Technology and Innovation, American Water

is a forward-thinking senior technology executive noted for developing and leading high-performance, global IT organizations for industry leaders across retail grocery operations and utility sectors in water, gas, and electric. Her career covers a range of leadership experiences as a Trusted Advisor and Strategic IT Partner to senior management of companies, including American Water, Albertsons, and Pacific Gas and Electric Company.

Ann currently serves as Vice President and Chief Enterprise Technology Officer leading all enterprise resource planning (ERP) systems and applications within that area for American Water, the largest and most geographically diverse investor-owned publicly traded US water and wastewater utility company, as measured by both operating revenues and population served. Before Ann's current role, she joined American Water as Chief of Customer Enablement Officer for Technology guiding the delivery of technology services and solutions across all of the company's functional units, while ensuring user and customer satisfaction with the company's technology solutions and services.

In earlier leadership roles Ann served as director of Business Technology, Gas Operations, and Electric Operations with Pacific Gas and Electric. She also has served as director of Information Technology Delivery with Albertsons – Safeway Inc. after having risen through increasingly responsible leadership roles there, including manager of Engineering and director of IT Application Development.

Ann is a proud graduate of the University of Southern California.

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 11-12-18)
$30 $25


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