Please click below to view the presentations (where available)

DAY ONE – (16 March) ENERGY CUSTOMER

ENERGY & THE COST OF LIVING 

An energy market that is right for the planet and the pocket
Philippe Commaret, Managing director, customer, EDF

RESETTING THE CUSTOMER RELATIONSHIP: COMMUNICATONS, INSIGHTS & SWITCHING 

Switching strategies in a changing market
Richard Neudegg, Head of regulation, Uswitch

Understanding and supporting consumers in a rapidly changing energy market
Beth Moon, Head of customer and behavioural insight, Ofgem

Building loyalty and trust: the John Lewis Experience
Andrew McMillan, Former head of customer service, John Lewis Partnership

INTERACTIVE BREAKOUTS

STREAM 1:   Retail Energy – A revolution in billing and payments 

The role of billing and smart grids in the competitive landscape
Mark Meyrick, Head of smart grids & PPA, Ecotricity

Smart billing for an evolving market
James Bushby, Business development lead, Mastercard

STREAM 2:  Networks – Empowering communities on the net-zero journey 

Local net-zero for local people
Jeff Hardy, Senior research fellow, Grantham Institute, Imperial London

Powering communities to net-zero: bringing customers along on the ED2 journey
Eliane Algaard, Operations director, SSEN

Strong leadership, community engagement & active collaboration – some key learnings from West Coast USA and Australia
George Hunt, Chief strategy officer, general manager, Europe, Smart Energy Water

INNOVATION AND THE CUSTOMER EXPERIENCE: TECH, DATA & SMART METERING

Harnessing customer data to design exceptional customer experiences
Gary Rosier-Taylor, VP of sales, Localz

Use of smart meter data to engage customers
Kathryn O’Hare, Customer strategy manager, British Gas

How can energy retailers harness smart metering to engage with their customers?
Sara Higham, Director of corporate affairs, Smart Energy GB

DAY TWO – (17 March) WATER CUSTOMER

DELIVERING FOR CUSTOMERS IN A RAPIDLY CHANGING LANDSCAPE 

Delivering exceptional customer experience:  Strategic priorities now and for the future 
David Hinton, CEO, South East Water

Regulating in a changing customer landscape
Dr Claire Forbes, Senior director corporate communications, Ofwat

Workforce of the future: balancing customer service and staff experience after covid 
Warren Buckley, Retail director, Thames Water

In the eye of the storm: customer experience lessons from crisis situations
Sam Fuller, Customer success director, Content Guru

PUTTING CUSTOMER CENTRIC VALUES AT THE CORE OF YOUR STRATEGY 

The Power of Simplicity: Delivering faster outcomes with consumer-style applications for the Enterprise
Kapil Singhal, CEO & co-founder, Vyntelligence

WORKSHOP: DELIVERING EXCEPTIONAL CUSTOMER EXPERIENCES POST-PANDEMIC
Sue Lindsay, Director of customer policy and engagement, Wessex Water

DATA, TECH & NET ZERO

Taking ownership for net zero: changing customer behaviours
Peter McClenaghan, Director of infrastructure and sustainability, Consumer Council

Setting the scene for smart(er) metering: MOSL’s Strategic Metering Review
John Davies, Chief information officer, MOSL

Using smart meter data to improve customer experience in pursuit of net zero
Rupal Patel, Head of supply energy, Capita Consulting

THE EVOLVING CUSTOMER LANDSCAPE & PARTNERSHIP OPPORTUNITIES   

Power of innovation to drive customer benefits
Angela MacOscar, Head of innovation, Northumbrian Water

Smarter, faster, together : Aligning innovative technology, collaborative thinking and smart policy to deliver net zero goals
Steve Arthur, VP global engagement, Smart Energy Water

Building partnerships in the water industry to drive more effective customer service
Nicola Brown, Director of consumer relations, CCW