Agenda - Utility Week Customer Summit 2025

PUTTING CUSTOMERS AT THE HEART OF DECISION-MAKING
9:20 AM																Keynote: Every customer is everyone's customer Inspiring the workforce and exploring a company-wide approach to customer service Building long-term reputation and trust Embedding customer insight into business cases to align priorities Andrew McMillan, Former Customer Director, John Lewis
9:40 AM																CEO Spotlight: Leading through change: A top-down approach to customer service Aligning company strategies with customer journeys in an era of transparency Doing right by customers in an ever-changing consumer landscape Making customer outcomes a core metric alongside operational efficiency and compliance Chris Norbury, Chief Executive Officer, E.ON Next
10:00 AM																Panel discussion and questions: Is the definition of great customer service changing? Maintaining the highest level of customer experience as an essential service How can we ensure fairness for customers during a shift from social tariffs? Which solutions can we implement to mutually benefit consumers and providers alike? How can utilities meet modern expectations and train operators to deal with queries end-to-end? How can we ensure all industry improvements remain affordable? Mike Keil, Chief Executive, CCW David Ritchie, Director of Customer Experience & Operations, SSE Airtricity Louise Walsh, Chief Customer Contact Officer, Utilita
10:45 AM																Refreshments, networking, and exhibition

BUILDING WATER SECTOR TRUST & TRANSPARENCY
11:15 AM																What does the Cunliffe Review mean for customers? How do we satisfy customers while increasing investment, which could lead to bill increases? Balancing customer needs vs meeting ODIs Exploring a CCW/Ombudsman shift as recommended in the Cunliffe Review How can we better incentivise high-quality customer service in a sector where customer bases are geographically assigned? Thea Hutchinson, Director, Ofwat
11:35 AM																Panel discussion and questions: How can we maintain customer trust amid increased sector spending and bill rises? To what extent are we transparent enough around data use? How could we improve this? How can we enhance communication strategies and build stronger customer relationships? What more can be done to educate customers on the severity of water scarcity? How can we maintain satisfaction during changes such as hosepipe bans?
12:15 PM																Maximising smart meter data How can we achieve consistency in smart meter data use? Should this be regulator-driven? Scott King, Smart Metering Benefits Realisation Manager, Anglian Water

SHAPING ENERGY CUSTOMER PATHWAYS
11:15 AM																How Ofgem’s AI regulatory approach is enabling consumer innovation Exploring Ofgem’s evolving approach to AI to help build trusted, consumer-centric innovation AI regulation in the age of intelligent energy Enabling AI innovation for energy consumers Networks as digital enablers of the energy transition Jonathan Thurlwell, Head of AI Policy, Ofgem
11:35 AM																The next steps for MHHS Exploring impacts of the migration in September 2025 Maximising cost-savings for consumers and their providers alike Helen Adey, Director of Settlement Services, Elexon
11:55 AM																Fireside chat: Driving a holistic and transparent approach to customer service How can we encourage collaborative and holistic customer strategies across UK utilities as a whole? To what extent is consumer privacy respected when analysing smart meter data? Will we ever achieve a truly effective shared PSR? How can we better communicate customer and community value in infrastructure investment? How can we make the low-carbon transition affordable to customers? Simon O'Loughlin, Future Networks Innovation Project Manager, Scottish and Southern Electricity Networks

AI & DIGITAL TRANSFORMATION
1:25 PM																Using AI on the backend of customer operations Balancing the challenges and opportunities of AI in customer service Utilising AI to analyse consumer data to better understand needs and behaviour Summarising customer calls through AI – what is the right level of transparency here? Simone Torino, Senior Adviser – AI Strategy, Cadent
1:45 PM																Ensuring communication channels keep pace in the digital era Maximising platform innovation to provide real-time updates Balancing self-service platforms with core channels such as call centres Prioritising digital inclusion
2:05 PM																Choose your focus: How transformative will AI actually be for water and energy customer strategies? This session explores the future of utility customer communications in a digital era. With AI capabilities rapidly developing, utilities need to keep up to reap the benefits of this tool. To what extent do we understand the full capabilities of AI? Are we maximising its use in communication channels, data analysis and more? What is the consumer’s perception of AI use by utility companies? Share your experience and gain insight from your peers in this workshop-style session. The room will split for energy and water discussion before we combine outputs to maximise cross-sector learning and develop strategies for a holistic approach to AI use.
3:00 PM																Refreshments networking, and exhibition

UNDERSTANDING YOUR CONSUMER BASE
3:30 PM																Campaign case study - Reinforcing customer messages Considering media narratives when building customer strategies Educating customers and working together Communicating community value Catharine Skinner, Head of Customer Insight, Cadent
3:45 PM																Encouraging behaviour change Enabling customers to make the transition to digital Building new consumer habits Imogen Landy, Deputy Director of Marketing, Smart Energy GB
4:00 PM																Question and answer session
4:05 PM																Closing keynote - Out of sector insight
4:20 PM																Chair’s closing remarks and end of the Utility Week Customer Summit 2025 James Wallin, Editor-in-Chief, Utility Week
4:30 PM																Drinks Reception Join us for a relaxed drinks reception following the conference. This is a great opportunity to unwind, network with fellow attendees, and continue the day's conversations over refreshments.