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Agenda

16 January 2019

8:40 am

Registration, refreshments and networking

9:20 am

Introduction from conference chair

Speaker

9:25 am

REALISING A CUSTOMER-CENTRIC CULTURE IN AMP7

9:25 am

Ensuring customer satisfaction across the water industry

  • Drivers for customer satisfaction
  • Customer expectation and participation
  • Going beyond measures and metrics

Speaker

9:45 am

Implementing a culture of customer participation in practice

  • Fostering cultural & organisational change inter-departmentally
  • How well do we really know our customers, and can we exceed their expectations?
  • Being more visible & connected to communities

Speaker

  • Ben Newby

    Ben Newby
    Chief customer officer - Bristol Water

10:05 am

Five key customer service predictions for 2019

  • How to support a new omni-channel strategy under AMP7
  • What’s driving customer service innovation?
  • Five key customer service predictions for 2019

Speaker

  • Shub Naha

    Shub Naha
    Head of utilities and business development director - Content Guru

10:20 am

Questions and panel discussion

  • How can the industry continue to build on recent progress to improve customer performance & trust?
  • What is the best way to embed a consistent customer experience mindset across various touch points into the field force?
  • How can the utilities improve the inter-relationship between customer satisfaction ratings and the way they are being portrayed by the media & government?
  • What is the reputational value of customers’ perceptions to water companies in relation to reaching targets and striving to transform the industry?
    Session speakers to be joined by:

Speakers

10:55 am

Refreshments, networking and exhibition

DIGITAL TRANSFORMATION

11:25 am

Transforming the role of utilities: new services in a smarter era

  • What technologies & platforms are being used to progress customer strategy?
  • How do you create and implement agile systems without over complicating the process?
  • Technical/economic aspects/consequences of different forms of customer engagement
  • What results are we seeing from initial investments?

Speaker

11:45 am

What is a perfect customer experience?

  • Customer journey mapping and leveraging technology to deliver for customer
  • Are there any friction points with customers as multiple channels are developed?
  • Integrating Big Data from CRMs, eCommerce platforms, analytics & social media

Speaker

12:05 pm

What is best practice CX in water?

  • Aiming beyond customer performance measurements
  • Calculating the customer value exchange & monetising customer experience
  • Applying customer led, digitally enabled thinking

Speaker

12:20 pm

Keeping up with the Joneses: wider industry trends

  • Applications of AI and Blockchain for customer service in the UK water sector
  • Can automation & future AI match a personal approach?
  • Which new innovations in systems-thinking & technology can UK water adopt?

Speaker

12:40 pm

Questions and answers

1:00 pm

Buffet lunch, networking and exhibition

INTERACTIVE BREAK OUT SESSIONS

Delegates are to choose one of the following breakout sessions for strategic debate and dialogue in a more informal group setting. Places are limited and subject to maximum capacities, so do bear this in mind when booking. 

DOMESTIC STREAM

DOMESTIC STREAM

2:00 pm

Putting customers at the forefront of company strategy

  • Developing the tools & training for the workforce to continuously improve the customer experience
  • Treating customers as individuals: moving beyond segmentation
  • How can you best show your commitment to customers’ needs to the regulator?

Speaker

  • Sue Lindsay

    Sue Lindsay
    Director of customer policy & engagement - Wessex Water

2:20 pm

Improving the visibility of support offered to customers

  •  The challenge of ensuring customer trust & support
  • Getting the basics right
  • Working to ensure affordability for all & increasing customer awareness of support schemes
  • Impact of Universal Credit in low-income households

Speaker

  • Steve George

    Steve George
    Customer services director - South East Water

2:40 pm

Question and open discussion

  • Smart meters: working with customers to meet water efficiency targets – what engagement methods work?
  • What impact could crowd service have on the customer experience in the UK water sector?
  • How can utilities develop a multi-faceted understanding of their customers to develop new ways of delivering for them?Session speakers to be joined by:

Speakers

NON-DOMESTIC RETAIL STREAM

NON-DOMESTIC RETAIL STREAM

2:00 pm

Great expectations –the importance of enduring market improvements

  • Themes, trends and areas of focus
  • An outcomes-based approach to data quality
  • The role of prioritisation in a market with high expectation

Speaker

2:20 pm

Working to ensure customer attraction & attainment

• Overcoming the lack of visibility of tariffs & lack of consistency with wholesalers
• Further building of trust with businesses
• Management solutions for billing, reporting, complaints handling

Speaker

2:40 pm

Question and open discussion

  • Has the new competition in the market proven to be a driver of a change for the better?
  • Are customers aware and motivated enough to switch?
  • Retailer-wholesaler interaction: how are retailers overcoming the issues with customer data from wholesalers?
  • Which technologies hold the greatest potential to drive efficiency & improvements for the customer experience in retail businesses?Sessions speakers to be joined by: 

Speaker

Follow on

3:15 pm

Refreshments, networking and exhibition

INNOVATIVE APPROACHES TO CUSTOMER ENGAGEMENT

3:45 pm

Rising to the challenge of evolving customer demands

  • Driving behaviour change in an ever-changing landscape
  • The role of people as a key enabler to embracing and implementing change
  • Improving customer service metrics and adopting innovative approaches from other sectors

Speaker

  • Katy Taqvi

    Katy Taqvi
    Head of customer strategy & experience - Affinity Water

4:05 pm

Why customer service matters and an overview of the water sector

Speaker

  • Jo Causon

    Jo Causon
    Chief executive - Institute of Customer Service

4:25 pm

Questions and answers

Session speaker to be joined by:

Speakers

  • Simon Oates

    Simon Oates
    Customer services director - Southern Water

  • Phil Marshall

    Phil Marshall
    Deputy chief executive - Consumer Council for Water

4:50 pm

End of Utility Week Water Customer Conference

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