Name
Building a resilient water utility: Customer-centric strategies for PR24 and beyond
Date & Time
Tuesday, February 25, 2025, 10:05 AM - 10:20 AM
Speakers
Dawn Creighton, head of customer strategy and experience, Northumbrian Water
Sandeep Simon, utilities CX leader, Medallia
Dawn Creighton Sandeep Simon
Description
  • Proactive Customer Engagement Strategies: Crafting customer engagement strategies to meet the unique needs of the UK water industry   
  • A deep dive into Northumbrian Water’s Voice of the Customer (VoC) transformation strategy with Medallia since 2023 
  • Exploring the impact of AI, automation, and predictive analytics in anticipating and addressing customer needs