17 March

8:30 am

Registration, networking and exhibition

9:25 am

Welcome from the conference chair

Speaker

9:30 am

DELIVERING FOR CUSTOMERS IN A RAPIDLY CHANGING LANDSCAPE

9:30 am

Delivering exceptional customer experience: Strategic priorities now and for the future

  • Creating resilient and future-proof customer-centric strategies post pandemic 
  • Fostering engagement and long-term relationships between retailers and customers

Speaker

9:50 am

Regulating in a changing customer landscape

  • How have customer needs changed because of Covid-19? 
  • How regulatory strategy has been adapted following the impacts of the pandemic

Speaker

  • Claire Forbes

    Claire Forbes
    Senior director of corporate communications - Ofwat

10:10 am

Workforce of the future: balancing customer service and staff experience after Covid-19

  • What are the customer service priorities in a post Covid world and how do we deliver them? 
  • How do we still maintain a relationship with customers virtually? 
  • How has the role of the colleague changed and what now does career development and retention look like?

Speaker

10:30 am

In the eye of the storm: customer experience lessons from crisis situations

  • The good, the not so good, and the in-between: how utility organisations dealt with the rapidly changing circumstances in crisis situations
  • Lessons learnt from across industry sectors: handling unexpected spikes in a multi-channel contact center to deliver outstanding experiences

Speaker

  • Sam Fuller

    Sam Fuller
    Customer success director - Content Guru

10:50 am

Panel and questions: customer expectations and behaviours in a changing landscape

  • Balancing consumer protection infrastructure with innovation and investment in uncertain times 
  • Hybrid working to deliver blended customer journeys 

Speakers

11:15 am

Refreshments and Networking

11:45 am

PUTTING CUSTOMER-CENTRIC VALUES AT THE CORE OF YOUR STRATEGY

11:45 am

The Power of Simplicity: Delivering faster outcomes with consumer-style applications for the Enterprise

  • Enabling digital customer self-reporting with asynchronous short video data to solve customer issues faster
  • Creating a digital and remote work assurance culture, enabling fewer experts to do more with richer visual data-driven intelligence
  • Accelerating new connections for next day quotation, informed by site footage, delivered without aborts and getting it right the first time

Speakers

12:05 pm

Workshop: delivering exceptional customer experiences post-pandemic

  • What is the impact of the pandemic on customer journeys and behaviours? 
  • How can you create seamless transitions across online and offline to build customer confidence?
  • Working in a hybrid world: How can we ensure customer centric cultures during a new working world? 
  • Case Study: Innovative Covid recovery and support for customers in difficulty  

Speakers

1:05 pm

Fork buffet lunch, networking and exhibition

2:05 pm

DATA, TECH & NET ZERO

2:05 pm

Taking ownership for net zero: changing customer behaviours

  • Leading change and engendering customer support
  • Providing education and incentive to customers
  • Empowering customers to engage in the decisions that are affecting them on the journey to net-zero

Speaker

  • Peter McClenaghan

    Peter McClenaghan
    Director of infrastructure and sustainability - The Consumer Council

2:20 pm

Setting the scene for smart(er) metering: MOSL’s Strategic Metering Review

  • Understanding the current non-household metering landscape and how it can inform smarter decisions around metering programmes
  • The importance of quality consumption data to improve customer awareness and tackle national supply/ demand challenges
  • How MOSL’s Strategic Metering Review takes a collaborative approach to resolving the non-household water market’s metering challenges and supports companies’ water resource planning

Speaker

2:35 pm

Using smart meter data to improve customer experience in pursuit of net zero

  • How smart metering is building a reservoir of customer data to support the next phase of net zero challenge 
  • How the data that is generated by smart metering can be used to revolutionise the utilities customer experience

Speaker

  • Rupal Patel

    Rupal Patel
    Head of Supply Energy - Capita Consulting

2:50 pm

Questions and answers

3:00 pm

Refreshments, networking and exhibition

3:29 pm

THE EVOLVING CUSTOMER LANDSCAPE & PARTNERSHIP OPPORTUNITIES

3:30 pm

Power of innovation to drive customer benefits

  • Inclusive innovation: working with the customer to drive more innovation 
  • Innovation solutions: using innovation to deliver real customer benefits 
  • Innovation culture: working as one sector to deliver for the customer

Speaker

3:45 pm

Smarter, faster, together: Aligning innovative technology, collaborative thinking and smart policy to deliver net zero goals

• How can the water sector benefit accelerate customer’s net zero journeys
• The role of smart technology in engaging and empowering customers around adapted behaviours
• The role of smart communities and homes together with innovative policy making and regulation
• Platform thinking for 21st century utility experiences

Speaker

4:00 pm

Building partnerships in the water industry to drive more effective customer service

  • The value of partnerships 
  • Establishing shared values and goals 
  • Respecting each other’s needs and achieving compromise 
  • Keeping in touch: effective communications 
  • What can happen when you get it right

Speaker

4:15 pm

Questions and answers

4:30 pm

End of Utility Week Customer Summit 2022