CASE STUDY: Collaborating to support our customers 

• Sharing data across multiple industries 
• Reducing customer effort 

Lisa Connell & Helen Patterson, customer managers, Northumbrian Water 

11:45 CASE STUDY: Bristol Water – How we are implementing our Customer Care Strategy

• Examples of innovation including local data shares with Councils
• How the benefits are spread to help improve the customer experience for all

Sue Clarke, head of customer strategy & customer research, Pennon Group  

12:00 CASE STUDY: Affinity Water’s WaterSave Tariff trial - first year update

• WaterSave – changing the way we charge for our water
• Year 1 insights
• Key learnings and looking ahead to Year 2 of the trial

Lucy Hurst, project manager, Affinity Water 
 

12:15 Q&A from previous speakers
 

12:30 TAKING ACCOUNTABILITY: Having learned from the experts, share your key takeaway and one commitment re customer vulnerability & debt with your neighbour

Stream A Speakers