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Agenda

17 January 2019

8:40 am

Registration, refreshments and networking

9:20 am

Introduction from conference chair

Speaker

CUSTOMERS’ RELATIONSHIPS WITH REGULATION AND PRICING

9:25 am

Placing consumers at the centre of the retail energy market

  • Maintaining customer service standards following the introduction of the price cap
  • Ensuring the licence review drives competition and benefits for consumers
  • How will the retail energy market change over the next 18 months?

Speaker

9:45 am

Delivering fair pricing and value for consumers

  • Understanding the relationship with the consumer
  • Designing a pricing and billing system that is honest, transparent and accountable
  • A critical analysis of two-tier pricing

Speaker

10:05 am

Revolutionising the customer experience

  • Integrating customer services
  • The future of smart technology for customers
  • Offering clear pricing schemes

Speaker

  • Paul Roberts

    Paul Roberts
    Managing director of home energy - ENGIE UK & Ireland

10:25 am

Questions and panel discussion

Session speakers to be joined by: 

Speaker

10:45 am

Refreshments, networking and exhibition

11:15 am

TECHNOLOGY AND THE CUSTOMER EXPERIENCE

11:20 am

The digital customer journey

  • Delivering a personalised service as a result of the intelligent CRM system
  • Digital contact centres: messenger style web-chat customer service in practice
  • Crowdsourcing as an alternative approach to answering customer queries

Speaker

11:35 am

Powering success: how technology can enhance customer service

  • Why customer service is the key to success
  • Common obstructions of the connected customer journey
  • How to transform customer engagement with artificial intelligence

Speaker

  • Tom Ward

    Tom Ward
    Utilities specialist and business development manager - Content Guru

11:50 am

Maximising customer participation in demand side flexibility

  • Innovative projects and solutions to drive customer engagement
  • Planning for demand side flexibility and offering opportunities to customers
  • Ongoing demand side response innovation work and trials

Speaker

12:10 pm

Questions and answers

12:25 pm

Buffet lunch, networking and exhibition

1:25 pm

RETAIL AND NETWORK BREAKOUT STREAMS

RETAIL

1:25 pm

The changing energy market for customers

  • Pricing and the diversification of energy sources
  • Considering the impact of decentralisation on existing models of supply
  • The customer experience and digital transformation

Speakers

1:55 pm

Effective communications strategies

  • Immediate responses to ‘crises’ such as the Beast from the East
  • Communications to promote engagement
  • The full potential of social media channels

Speakers

NETWORK

1:25 pm

The changing energy market for customers

  • Re-designing the existing network to match changes in demand
  • Improving network resilience to ensure security of supply
  • Reaching decarbonisation targets

Speakers

1:55 pm

Effective communications stategies

  • Immediate responses to ‘crises’ such as the Beast from the East
  • Communications to promote engagement
  • The full potential of social media channels

Speakers

Follow on

2:25 pm

Feedback from the breakouts: How can retailers and networks work together to provide the best service for customers?

2:55 pm

Refreshments, networking and exhibition

3:25 pm

DRIVING CONSUMER ENGAGEMENT

3:25 pm

Innovatively addressing vulnerability

  • Developing pioneering products and services to help vulnerable customers
  • Accelerating ideas through collaborative working
  • Effectively understanding consumer data on usage behaviour to create tailored services

Speaker

3:45 pm

How to deliver complaints excellence within the utilities marketplace

  • Headline findings from our recent customer survey
  • How the complaints process has been improved in other sectors
  • Customer engagement and the role of complaints within an organisation

Speaker

4:00 pm

Improving ‘trust’ in the retail energy market

  • Findings from the study to aggregate all customer reviews
  • Comparing the complaint to resolution process in energy to other sectors
  • Examining the ‘disloyalty’ gap for energy consumers

Speaker

4:20 pm

A network that works for all customers

  • Innovative partnership approaches to supporting vulnerable and fuel poor customers
  • Trial of innovative non-punitive electricity tariff in the UK
  • Engaging and supporting customers around household energy management

Speaker

4:40 pm

Questions and answers

Session speakers to be joined by: 

Speaker

5:00 pm

End of conference

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