Name
Panel discussion and questions: Is the definition of great customer service changing?
Date & Time
Thursday, February 5, 2026, 10:20 AM - 11:00 AM
Speakers
Mike Keil, Chief Executive, CCW
Louise Walsh, Chief Customer Contact Officer, Utilita
Jamie Anderson, Senior Leader – Engagement, Trust Alliance Group
Mark Howe, Senior Client Partner, Capita
Louise Walsh, Chief Customer Contact Officer, Utilita
Jamie Anderson, Senior Leader – Engagement, Trust Alliance Group
Mark Howe, Senior Client Partner, Capita
Description
- Maintaining the highest level of customer experience as an essential service
- How can we develop more targeted approaches to serve a variety of customer needs?
- 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?