17 March

8:30 am

Registration, networking and exhibition

9:10 am

Welcome from the conference chair

Speaker

9:15 am

DELIVERING FOR CUSTOMERS AND FOR THE CLIMATE IN A RAPIDLY CHANGING LANDSCAPE

9:15 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

9:30 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

9:45 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

10:00 am

In the eye of the storm: lessons learned from storm Arwen

  • The good, the not so good, and the in-between: how utility organisations dealt with the rapidly changing situations surrounding the recent storm Arwen event
  • Lessons learnt from across industry sectors
  • Handling unexpected spikes in a multi-channel contact centre environment to deliver outstanding experiences

Speaker

  • Sam Fuller

    Sam Fuller
    Customer success director - Content Guru

10:20 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 
10:45 am

Refreshments and Networking

11:15 am

PUTTING CUSTOMER-CENTRIC VALUES AT THE CORE OF YOUR STRATEGY

11:15 am

The power of purpose

  • How purpose has allowed us to unlock our potential and drive culture change to deliver better outcomes for customers. 

Speaker

11:30 am

Workshop: delivering exceptional customer experiences post-pandemic

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

 

Speakers

12:30 pm

Fork buffet lunch, networking and exhibition

1:30 pm

HARENESSING DATA & TECH TO DELIVER OUTSTANDING CUSTOMER EXPERIENCE

1:30 pm

Sharing data across sectors: creating a national data strategy

  • How to safely and successfully share data across water and energy  
  • Using data to identify vulnerable customers and gain a clearer picture of real-time customer consumption and habits 
  • Effectively communicating the benefits of sharing data to your customer base

Speaker

1:50 pm

Creating a seamless omnichannel experience across multiple touchpoints

  • Retaining and building customer trust through reliable digital experiences and integrated customer journeys 
  • Creating a personalised digital experience for the online customer base

Speaker

2:10 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

  • Himanshu Patni

    Himanshu Patni
    Consulting marketing lead - energy & utilities - Capita Consulting

2:25 pm

Questions and answers

2:40 pm

Refreshments, networking and exhibition

3:15 pm

THE VOICE OF THE CUSTOMER: NET-ZERO AND PARTNERSHIPS

3:15 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 decisions that are affecting them, including managing their energy demand

Speaker

  • Peter McClenaghan

    Peter McClenaghan
    Director of infrastructure and sustainability - The Consumer Council

3:35 pm

The road ahead: The evolving customer landscape

3:55 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