About - Customer First Forum 2026

The challenges facing customer service teams across the utilities sector continue to mount, with the bar of expectation set ever higher. Aside from the duty to protect the vulnerable, energy and water companies must also find ever more innovative ways to serve the increasingly diverse needs of their customer base.

Utility Week’s Customer-First Forum puts customers at the heart of utility strategies and operations.

Uniting senior leadership with customer service, engagement and experience professionals, this event aligns business priorities with a customer-first mindset.

Attracting customer professionals and their partners from energy and water companies, the Forum will deep-dive on digital customer engagement and AI, communication and behaviour change, strategies for rebuilding trust, effective data management and more, with best-in-class examples from inside and outside the sector.

Join your peers for a day of interactive workshops, thought-leading discussion, senior-level keynotes and audience participation designed to enhance customer service and engagement in the utilities sector for the long-term. Despite individual conundrums across power, gas and water, utilities are ultimately sharing the same customers, which makes pan-utilities collaboration an essential part of progress.