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Utility Week Water Customer Conference

23 January 2020

8:45 am

Registration, refreshments and networking

9:30 am

Introduction from conference chair

Speaker

9:35 am

DELIVERING REAL VALUE TO CUSTOMERS

9:35 am

Value: What is it and how do we deliver it?

  • What do we mean by value; do our customers share the same view?
  • What matters most to customers and how do we know?
  • Delivering value to our customers in every interaction

Speaker

9:55 am

Creating the culture of customer focused automation

  • How to implement an effective customer focused organisational culture?
  • How to achieve buy-in from everyone to ensure the customer focussed culture is fully adopted
  • The importance of this culture to delivering real value to customers

Speaker

  • Josh Gill

    Josh Gill
    Managing director - Everflow Water

10:15 am

Connecting the customer to sustainability – role of water efficiency

  • Creating an engagement strategy linked to real-time water resource data
  • Exploring the role of temporary use bans and whether they really drive behaviour change
  • Effectively utilising water efficiency education programmes to engage customers

Speaker

10:35 am

Questions, answers and panel discussion: What does real value look like in the 2020s?

10:55 am

Refreshments, networking and exhibition

11:25 am

DOMESTIC VS NON-DOMESTIC BREAKOUT STREAMS

Domestic stream – Customer expectations in AMP7

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

11:25am

C-MeX shadow year - lessons and learnings

  • Why the components are the right ones to drive change
  • Driving desired behaviours through an incentive mechanism like C-MeX

Speaker

Anita Payne, Director, Ofwat

11:45am

Questions and answers

11:50am

Panel debate: PR19 final determinations - what does it mean for customers?

  • How will PR19 encourage companies to improve customer experiences and innovate?
  • What role will it have on delivering simple and meaningful communications to customers?
  • What will it mean for customers’ bills?
  • Will it add resilience?
  • How different will the next 5 years look from the last 5 years?

Session speakers to be joined by:

Robert Light, Chair, Consumer Council for Water
Simon Oates
, Director of corporate strategy, regulation and corporate affairs, Southern Water

Non-domestic retail stream – The role of the market on the customer experience

Session chair: Jane Gray, Content director, Utility Week

11:25am

Aligning customer needs with the market code

  • Ensuring the customer is put first – what changes are required to make this happen?
  • Making market codes support great customer outcomes vs letting the code processes determine the customer experience

Speaker

Paul Stelfox, Head of wholesale market services, United Utilities 

11:45am

Questions and answers

11:50am

The market three years on – a customer perspective

  • Has the desired progress been made?
  • What are the next steps?
  • How has customer engagement improved?
  • Does the market structure and setup support a customer focused agenda?
  • Whose role is it to raise awareness amongst customers?

Session speakers to be joined by:

Nish Dattani, Managing director, First Business
Simon Bennett
, Head of wholesale services, Bristol Water
Phil Marshall
, Deputy chief executive, Consumer Council for Water
Steve Arthur
, Market performance director, MOSL

 

12:30pm

Buffet lunch, networking and exhibition

1:30pm

DOMESTIC VS NON-DOMESTIC BREAKOUT STREAMS

Domestic stream – Data, collaboration and vulnerable customers

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

Collaborating on data to deliver better customer outcomes

  • Customer programme for AMP6 – what has been delivered to date?
  • Marketplace concept – allowing for wider supply chain collaboration to focus AMP7 delivery on challenges & outcomes
  • Hackathon feedback – how collaboration and data sharing has led to useful outcomes for customers
  • Homecheck delivery – supply chain collaboration to deliver a full service rather than individual parts

Speaker

Laura Mann, Head of open systems, Wessex Water 

 

1:50pm

Protecting vulnerable customers – the role of data and collaboration

Speaker

Rachel Ryan-Crisp, Affordability and vulnerability lead, Southern Water

 

2:10pm

From Automation to Personalisation

  • Lighting up customer engagement within the utilities market

Speaker

Shub Naha, Head of utilities, Content Guru

 

2:25pm

Panel debate: Is collaboration going far enough to support vulnerable customers?

  • Is collaboration going far enough across the industry to support vulnerable customers?
  • What more can be done?
  • What are the barriers to potential collaboration?
  • How far can collaboration go?
  • What impact will Ofwat’s innovation fund have on collaboration?

Non-domestic retail stream – Tackling key friction points

Session chair: Jane Gray, Content director, Utility Week

Tackling meter reading problems to improve customer billing

  • The impact of inaccurate meter readings on the customer journey
  • Meter reading challenges – overcoming legacy issues
  • What benefits can standardisation and best practice bring for the customer?

Speaker

Claire Yeates, Director, Waterscan

 

1:50pm

Reducing customer side leakage: retailers and customers working in partnership

  • Helping customers improve efficiency by tackling private side customer leakage
  • The underlying importance of communication with your customers
  • The key role customer usage data analytics plays in active water management

Speaker

Oliver Shelley, Head of operations, Wave Utilities

 

2:10pm

From Automation to Personalisation

  • Lighting up customer engagement within the utilities market

Speaker

Tom Ward, Utilities specialist, Content Guru

 

2:25pm

How can a new water retail market effectively satisfy customer needs?

  • The importance of data quality and analytics in driving a positive customer experience
  • Learnings from other retail sectors
  • Is there a genuine appetite for utility retailers to deliver better CX?

Speaker

Jo Mayes, Customer operations director, Business Stream

 

2:45pm

Questions and answers

 

23 January 2020 continued

3:00 pm

Refreshments, networking and exhibition

3:30 pm

CUSTOMER SERVICE FOR THE 2020s

3:30 pm

The state of customer satisfaction in the UK

  • A look at the UKCSI – how do utilities compare?
  • The importance of benchmarking in driving customer service improvements
  • What lessons can water companies apply from other industries?

Speaker

  • Brian Weston

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

3:45 pm

What can utilities learn from similarly regulated industries?

  • The secret behind First Direct’s success
  • What can utilities learn?
  • How First Direct is planning for customer service trends in the 2020

Speaker

4:00 pm

Communicating effectively when all goes wrong

  • Utilising the most flexible communications channels following an incident
  • Engaging with customers in a natural way – what are the appropriate channels?
  • What role does social media play?
  • Managing public complaints and optimising your social media presence

Speaker

  • Jennifer Felton

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

4:15 pm

Panel discussion – Utilities reimagined: customer service in the 2020s

  • Transforming the customer relationship through digitalisation
  • Providing seamless, proactive and personalised engagement across all touchpoints
  • Adopting learnings from other sectors

Session speakers to be joined by:

Speaker

  • Bill Wilson

    Bill Wilson
    Digital channel strategy lead - Severn Trent

4:40 pm

Chair’s closing remarks and end of conference

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