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Utility Week Energy Customer Conference

22 January 2020

8:45 am

Registration, refreshments and networking

9:20 am

Welcome from conference chair

Speaker

9:25 am

TRANSFORMING ENERGY UTILITIES FOR CUSTOMERS

9:25 am

Ushering in a new era for the energy industry

  • How markets are changing and how regulation is adapting
  • Assessing the evolving role of consumers in the new energy system
  • Unlocking the potential of placing customers at the heart of operations

Speaker

9:40 am

Moving to a customer centric company culture

  • How to improve the image of a utility with its customers
  • The importance of the customer relationship
  • How far on the journey to a customer centric culture is National Grid?

Speaker

  • Clare Naunton

    Clare Naunton
    Programme director customer and stakeholder experience - National Grid

9:55 am

How to balance digital and human contact for productivity and outstanding service

  • Why accurate and diverse customer journey mapping matters to your satisfaction scores
  • How to automate appropriate channel selection based on customer need
  • How to seize productivity benefits on the back of intelligent customer journey management
  • What additional efficiency and satisfaction benefits might voice recognition and image recognition technologies provide?

Speaker

10:10 am

The rise of the prosumer – how can tech and innovation be used to increase engagement?

  • Building and maintaining an innovative culture
  • The virtuous circle – consumer engagement driving commercial value

Speaker

10:25 am

Questions and answers

10:40 am

Refreshments, networking and exhibition

11:10 am

DELIVERING AFFORDABLE ENERGY & REBUILDING TRUST

11:10 am

Building customer trust through delivering social value

  • Current picture of customer trust
  • Why the link between social value and business purpose is important
  • Building trust through understanding customer needs and increasing social value

Speaker

  • Eileen Brown

    Eileen Brown
    Customer experience director - Northern Gas Networks

11:25 am

Turning the corner on vulnerability

  • Turning Ofgem’s Consumer Vulnerability Strategy & the Commission for Customers in Vulnerable Circumstances reports into action
  • Affordability and vulnerability – who takes ownership?
  • Npower’s trial of new communication tactics with vulnerable customers
  • Lessons learnt and next steps

Speaker

11:40 am

Questions and answers

11:50 am

Panel debate: affordability and trust

  • What has the price cap done for the customer experience?
  • What impact has the price cap had on consumer trust?
  • With companies experiencing financial constraints, how do you continue to support customers?
  • What happens next?

Panel speakers:

Speakers

12:35 pm

Buffet lunch, networking and exhibition

1:35 pm

RETAIL & NETWORK BREAKOUT STREAMS – TAILOR YOUR EXPERIENCE

Delegates choose to attend one breakout session which are designed to be interactive and participatory in nature.

TACKLING THE KEY FRICTION POINTS IN THE MARKET

Session chair: Nicola Eaton-Sawford, Managing director, Customer Whisperers

Understanding what's driving customer switching behaviour beyond price

  • Beyond price, what metrics are important to customers?
  • How energy companies can capitalise on these trends

Speaker

Richard Neudegg, Head of regulation, uSwitch

 

1:50 pm

Improving the understanding of tariff options

  • Minimising the complexity of choices
  • Working with customers to ensure they are on the correct tariff

Speaker

Martyn Cladingbowl, Head of debt, Ecotricity

 

2:05 pm

Improving the customer complaint journey

  • Building trust through the effective handling of complaints
  • Improving the complaints framework and the culture and training involved with the framework - role of collaboration
  • The key actions that organisations can take to improve the customer experience

Speaker

Colin Brooks, Head of operational policy, Energy UK

 

2:20 pm

Questions and answers

PUSHING THE ENVELOPE ON NETWORK CUSTOMER SERVICE

Session chair: Jane Gray, Content director, Utility Week

 

Transforming the customer experience of energy

  • The evolving role of the network in a smarter systems

Speaker

Sam Fuller, Head of customer service, UK Power Networks

 

1:50pm

Building stronger customer relationships to realise DSO ambitions 

  • The criticality of better customer relationships to realise DSO ambitions
  • How do networks need to evolve to deliver for customers of the future?
  • Where are the pressure points?

Speaker 

Charlie Edwards, SAVE project manager, SSEN

 

2:05pm

How CEGs will make a sustained difference to customer service strategies

  • What impact should customer engagement groups have in the upcoming RIIO period?
  • How should the role of CEGs evolve beyond shaping business plans?

Speaker

Duncan McCombie, Customer engagement group chair, Western Power Distribution 

 

2:20pm

Questions and answers

 

22 January 2020 continued

2:40 pm

Refreshments, networking and exhibition

3:10 pm

CUSTOMERS IN OUR FUTURE ENERGY MARKET

3:10 pm

Making the most of the smart meter rollout

  • How can we ensure that customers experience the benefits of smart metering?
  • How can we encourage engagement as the rollout continues?

Speaker

  • Jacqui Russell

    Jacqui Russell
    Head of smart metering, consumers and competition - Ofgem

3:25 pm

Bringing customers on the net zero journey

  • What do EV owners want from their energy supplier?
  • How to keep customers engaged with time to use offerings
  • Holding the customer’s hand through the energy transition

Speaker

3:40 pm

The role of customers in flexibility markets

  • Leveraging consumer demand side flexibility to increase engagement
  • How energy networks will have to adapt to make the transition

Speaker

  • Matt Watson

    Matt Watson
    Innovation and low carbon networks engineer - Western Power Distribution

3:55 pm

Questions and panel discussion

  • How bright is the future of customer engagement in a digitalised world?
  • What do the next three years hold for networks, retailers and emerging players?
  • Who will own the customer relationship?
  • What role will smart meters play?
4:30 pm

Chair’s closing remarks and end of conference

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