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Speakers

Chris Lovatt

Managing director, residential - E.ON

Chris joined E.ON in 2009 as Supply Chain Director, moving on to become Director of Field Operations, Director of Sales and Customer Service before being appointed to his current role in January 2017 as Managing Director of Residential. The Residential read more

Nish Dattani

Managing director - First Business Water

Nish is the managing director of First Business Water. With a professional background at some of the most prestigious consulting firms, Nish has been working in the energy and water industry for decades and is passionate about supporting businesses to read more

Clare Naunton

Programme director customer and stakeholder experience - National Grid

Zoe Burns-Shore

Director of customer experience - Yorkshire Water

Rebecca Dibb-Simkin

Marketing and product director - Octopus Energy

Rebecca is product and marketing director at Octopus Energy, a multi-award-winning challenger energy supplier. Octopus is an e-commerce specialist and digital first with product, marketing, and customer service. It’s changing the way people consume and buy energy with ground-breaking product read more

Jo Mayes

Customer operations director - Business Stream

Jo joined Business Stream as Customer Operations Director in May 2016, a role vital to strengthening Business Stream’s senior team in advance of the opening of England’s water market. With an extensive background in customer service positions, Jo has played read more

Anthony Pygram

Director, conduct & enforcement - Ofgem

Anthony Pygram became Director for Conduct and Enforcement in April 2018. He is responsible for Ofgem’s oversight of retail and wholesale markets, including taking action to address or prevent problems arising, and for all of Ofgem’s enforcement activity, ensuring strong read more

Eileen Brown

Customer experience director - Northern Gas Networks

Eileen was appointed to the position of Head of Customer Experience at Northern Gas Networks in 2011, following 10 years in the gas industry working across both operational and corporate functions, and became Customer Experience Director in 2016. Eileen is read more

Joe Brownless

Director of customer experience - Affinity Water

Joe joined Affinity Water as Customer Experience Director in June 2019, bringing with him an expert insight into the consumer journey strategy across all touchpoints and maximising the use of digital channels. As Global Head of Social Listening and Rapid read more

Alison Jaap

Customer director - First Direct

Jacqui Russell

Head of smart metering, consumers and competition - Ofgem

Anita Payne

Director, PR19 - Ofwat

Steve Arthur

Market performance director - MOSL

Steve has more than 25 years’ experience in the water industry, having held various senior positions in engineering, transformation and programme management at Thames Water and Wessex Water. He joined MOSL, the market operator, on 3 April 2017, having previously read more

Matthew Cole

Head of customer vulnerability - npower

Matthew heads up npower's domestic policy and social energy unit, and is responsible for both the corporate response to evolving public policy, and also the definition and commissioning of services to support their most vulnerable customers. Over the last two read more

Josh Gill

Managing director - Everflow Water

Sam Fuller

Head of customer service - UK Power Networks

Simon Oates

Director of corporate strategy and regulatory affairs - Southern Water

Jade Kirk

Head of vulnerability - Robin Hood Energy

Claire Yeates

Director - Waterscan

With over twenty-two years’ experience in all aspects of water and wastewater management, Claire Yeates is widely recognised as a leading expert in water conservation and cost control.  Having trained in all aspects of water management, working in the field read more

Duncan McCombie

Customer engagement group chair - Western Power Distribution

Appointed as Chief Executive of YES Energy Solutions CIC in late 2016, he was attracted to the role by the company’s strong social purpose - addressing fuel poverty and reducing the impacts of climate change. With extensive commercial utility and read more

Jennifer Felton

Head of customer and employee communication and digital services - United Utilities

Martyn Cladingbowl

Head of debt - Ecotricity

Simon Bennett

Head of wholesale services - Bristol Water

Simon has over 36 years’ experience in the water industry in mostly operational roles. As Street Works Manager, he introduced the Traffic Management Act to the business and was one of the successful team involved in creating the award winning read more

Gillian Cooper

Head of energy policy - Citizens Advice

Gillian Cooper is the interim Head of Energy Policy at Citizens Advice, the leading advice provider in the country and the statutory energy consumer advocate. Gillian has been a consumer advocate in the energy sector for over 14 years, working read more

Paul Stelfox

Head of business market services - United Utilities

Paul leads the Business Market Services team at United Utilities with the aim of providing excellent service to both retailers and business customers in the North West. Paul was involved in the preparations for the opening of the non-household market, read more

Philip Valarino

Electric vehicle lead - EDF Energy

Rachel Ryan-Crisp

Affordability and vulnerability lead - Southern Water

Rachel Ryan-Crisp spent 16 years in the civil service, mostly working on energy issues, and culminating as the senior civil servant leading the energy markets and consumers team within the old Department of Energy and Climate Change for a period read more

Richard Neudegg

Head of regulation - uSwitch

Richard leads uSwitch's engagement with the Government, regulators, and industry stakeholders to facilitate greater consumer choice, improve customer outcomes, and promote competition in the energy, communications and personal finance markets. His work has helped deliver improvements such as better prompts read more

Shub Naha

Head of utilities - Content Guru

Shub Naha is the Head of Utilities and Business Development Director at Content Guru. With over 20 years’ experience in the computing and telecommunications industry, he helps utilities customers deliver complex communications at scale, enabling them to deal with enormous read more

Robert Light

Chair - Consumer Council for Water

Rob was appointed as CCWater Chair in June 2019 by Defra and Welsh Government. Rob has championed the interests of consumers as our Northern Chair for the past four years. Rob is Chair of the Independent Commission on Civil Aviation read more

Charlie Edwards

SAVE project manager - SSEN

Charlie has 6 years experience in DNO driven R&D with specialisation in demand side response, flexibility market management and energy efficiency. Charlie was project manager of SSEN’s £10 million flagship SAVE project and is currently building on academic and industry read more

Brian Weston

Director of marketing, research and insight - Institute of Customer Service

Brian leads the Institute of Customer Service’s activities in research and insight. He joined the Institute from BT where, over 18 years, he worked in a variety of marketing, commercial and strategic roles for a broad range of customers from read more

Oli Shelley

Head of operations - Wave Utilities

Oli has 12 years’ experience in the water industry having begun his career as a graduate management trainee in 2007.  He has held various operational and commercial roles in both the wholesale and retail sectors and now heads up the read more

Colin Brooks

Head of operational policy - Energy UK

I moved into the energy sector two years ago and am Head of Operational Policy at Energy UK. My role covers a broad range of policy areas including complaints and customer service, vulnerability and debt, switching, billing, and fraud and read more

Matthew Vickers

Chief executive - Ombudsman Services

Matthew Vickers joined Ombudsman Services, which provides independent resolution of consumer complaints in sectors including energy and communications, in 2015 and became chief executive and chief ombudsman in late 2018. In his leadership role he is responsible for the not-for-profit read more

Matt Watson

Innovation and low carbon networks engineer - Western Power Distribution

Matt Watson is an Innovation and Low Carbon Networks Engineer at Western Power Distribution. Matt has been working for WPD since 2013, following an MEng in Integrated Engineering at Cardiff University. Since 2014 he has been leading and delivering innovation read more

Bill Wilson

Digital channel strategy lead - Severn Trent

Bill Wilson has worked in fast paced service organisations for over 25 years, previously running large scale call centres he then turned his attention to the world of Digital but stayed true to his roots by always putting the customer read more

Chris Fitch

Vulnerability lead - Money Advice Trust

Chris Fitch is the Money Advice Trust's vulnerability lead, and a research fellow at Bristol University’s Personal Finance Research Centre. Over the last 13 years, Chris has run a programme of research on vulnerability, financial difficulty, and financial services. This read more

Phil Marshall

Deputy chief executive - Consumer Council for Water

Phil has more than 30 years’ experience in the water sector, working previously for Yorkshire Water, United Utilities and Bristol Water, where he was director of customer service. Phil joined CCWater in February 2015. He is responsible for managing its read more

Laura Mann

Head of open systems - Wessex Water

Tom Ward

Utilities specialist - Content Guru

Tom Ward is a Utilities Specialist and Business Development Manager at Content Guru. Responsible for supporting mission-critical operations for a range of utilities organisations, Tom specialises in the energy sector and is passionate about the fluid introduction of new disruptive read more

Nicola Eaton-Sawford

Managing director - Customer Whisperers

Jane Gray

Content director, utilities - Utility Week

Jane joined Utility Week in 2014 and has reported on developments in both the energy and water sectors at a critical time in their development. As content director, she is responsible for ensuring all Utility Week’s content is of the read more
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