14 September 2021

10:00 am

Event opens

Connect with fellow attendees in our roulette-style speed networking session
10:30 am

Welcome and introduction from conference chair

Speaker

10:35 am

SPEED NETWORKING

Connect with fellow attendees in our roulette-style speed networking session

10:50 am

REGULATION & THE PATH TO SUPPORTING VULNERABLE CUSTOMERS

10:50 am

A regulatory perspective on the impact of the pandemic and the road ahead

  • Regulation, market trends and recommendations as we emerge from the crisis
  • Links between vulnerability and the green transition

Speakers

11:20 am

Affordability review findings and recommendations

  • Understanding how the industry can provide the best service for customers in debt and those in vulnerable circumstances

Speaker

11:35 am

Panel debate and questions: the legacy of Covid-19 and the path forward

  • Understanding the scale of economic damage and what it means for utility customers
  • How can the industry best support those in debt?
  • What innovation will be needed as we move forward?

Speakers

12:10 pm

SPEED NETWORKING

connect with fellow attendees in our roulette-style speed networking session

12:30 pm

Grab a bite

Networking remains open   

1:00 pm

Welcome back from session chair

Speaker

1:05 pm

INCLUSIVE & IMPACTFUL ENGAGEMENT STRATEGIES

1:05 pm

Engaging effectively with customers in vulnerable circumstances

  • How to make customers aware of the best service for them
  • How the WaterCare programme has helped signpost customers to support and advice
  • The link between supporting vulnerable customers and acting in the public interest

Speaker

  • Pete Holland

    Pete Holland
    Director of customer and wholesale services - Anglian Water

1:20 pm

Developing effective and inclusive communications for all customers

  • Increased digitalisation: ways to develop an effective and inclusive digital experience
  • Ensuring that our services and communication meets the needs of vulnerable/disabled customers
  • Communication strategies with hard-to-reach communities

Speaker

  • Kerry Potter

    Kerry Potter
    Group social impact and vulnerability manager - SGN

1:35 pm

Why customer service matters: embedding a service culture

  • The lessons learnt over the last year and impact of Covid-19
  • Building the right culture and employee engagement strategy
  • The ROI of service excellence

Speaker

  • Jo Causon

    Jo Causon
    CEO - Institute of Customer Service

1:50 pm

Questions and answers

2:00 pm

SUPPLIER SHOWCASE

This dedicated session will be filled with innovation designed to help tackle consumer vulnerability and debt from our industry experts who will present their ideas in just 5 minutes.

2:15 pm

Introduction to breakout sessions and jamboard review

Speaker

2:20 pm - 3:20 pm

BREAKOUT SESSIONS

Choose to attend either session A or session B

A: NAVIGATING VULNERABLE CUSTOMERS THROUGH THE NET-ZERO JOURNEY  

  • Engaging customers in the complexities of net-zero
  • What communication and advice strategies and channels should be used?
  • The role of government and local authorities
  • The benefits of incentive schemes

Led by: Matthew Cole, Vulnerable customer champion & lead, Fuel Bank Foundation
Paul Walmsley, Energy relationship manager, Christians Against Poverty
Adam Scorer, Chief executive, NEA

B: EMPATHETIC & EFFECTIVE COLLECTIONS STRATEGIES

  • Adapting strategies to debt collection in a post-Covid world
  • Supporting customers in need
  • Payment channel options

Nina White, Head of financial customer care, Thames Water
Michelle Atkinson, Head of income, United Utilities
Representative, Mastercard

15:20 pm

SPEED NETWORKING

Connect with fellow attendees in our roulette-style speed networking session

15:30 pm

Close of day one