Speakers

Alun Shurmer

Director of customer strategy and communications - Dŵr Cymru Welsh Water

Alun is Director of Customer Strategy and Communications at Dŵr Cymru Welsh Water, the UK’s only major not-for-profit utility company. Alun initially joined Dŵr Cymru as Director of Communications at the start of 2012 before also taking on Customer Strategy read more

Andy Hughes

Chief executive officer - Water Plus

Andy Hughes is the Chief Executive of Water Plus, a leading business water retailer that provides billing, account management, customer service, water efficiency advice and lots more for businesses of all sizes across the UK. Water Plus combines some of read more

Ben Newby

Chief customer officer - Bristol Water

Ben is the chief customer officer and IT director and a member of the executive team at Bristol Water. Ben has worked for Bristol Water for the past 5 years and before being appointed to his current position in 2015 read more

Claire Forbes

Senior Director Corporate Communications - Ofwat

Claire joined Ofwat in 2013 and is a member of the Senior Leadership Team. Claire leads all of Ofwat’s internal and external communications activity.

Jo Mayes

Head of customer operations - Business Stream

Jo joined Business Stream as customer operations director in May 2016, a role vital to strengthening Business Stream’s senior team in advance of the opening of England’s water market. With an extensive background in customer service positions, Jo’s role will read more

Katy Taqvi

Head of customer strategy & experience - Affinity Water

Kate joined Affinity Water in 2016 to establish and lead the Customer Experience function, following over 10 years’ customer service experience in telecoms and media. Extensive experience delivering insight-led improvements to customer service, spanning traditional and digital channels. A passion read more

Martyn Hopkinson

Consultant - Future Water Association

After 30+ years in the water & wastewater sector, Martyn Hopkinson is now an independent consultant working with a number of companies across the water sector, specialising in procurement, business development and innovation, working with start-ups and SMEs to bring read more

Nicola Eaton Sawford

Managing director - Customer Whisperers

Nicola Eaton Sawford, managing director & customer experience architect, ambassador for the Institute of Customer Service. Nikki and the team at Customer Whisperers are ALL about customer experience. They are the architects of customer experiences enjoyed by tens of millions read more

Nish Dattani

Managing director - First Business Water

Nish is the managing director of First Business Water. With a professional background at some of the most prestigious consulting firms, Nish has been working in the energy and water industry for decades and is passionate about supporting businesses to read more

Phil Marshall

Deputy chief executive - Consumer Council for Water

Phil has nearly 30 years’ experience in the water sector, working previously for Yorkshire Water, United Utilities and Bristol Water, where he was director of customer service. Phil joined CCWater in February 2015. He is responsible for managing its relationship read more