24 February

10:00 am

Event opens

Connect with fellow attendees in our roulette-style speed networking session
10:25 am

Welcome and introduction from conference chair

  • Housekeeping
  • Introduction to conference themes
  • Live ‘chatstorm’ via Jamboard

Speaker

10:35 am

SPEED NETWORKING

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

10:50 am

WHAT DOES A GOOD CUSTOMER STRATEGY LOOK LIKE FOR THE FUTURE?

10:50 am

What does a good customer strategy look like now and for the future?

  • What have we learnt?

Speaker

11:00 am

The Future is Already Here: unlocking customer expectations

  • Managing complex and unpredictable customer expectations in a changing world
  • Unlocking valuable intelligence to gain a deeper view of customer journeys
  • Applying intelligence to automating quality assurance

Speaker

11:10 am

Delivering a trusted and valued service for all customers

  • The need to provide an agile service that meets the needs of a wide customer base and a vast range of issues
  • The increasing need to ensure future customer strategies support and promote the transition to net zero

Speaker

11:20 am

Questions and answers

11:35 am

STAGE CRASH: A delegate takes the stage to have their say on the morning’s content

11:40 am - 12:40 pm

BREAKOUT SESSIONS:

Choose to attend either session A or session B

A: THE BUSINESS CUSTOMER EXPERIENCE IN THE NON-DOMESTIC MARKET

  • Unlocking value and choice for customers
  • Improving wholesaler-retailer communication to deliver a better customer experience
  • Using data insight to make evidence-based decisions for the benefit of customers
  • Improving the quality of data in the market to encourage water efficiency uptake in the non-household market

Chair: Ruth Williams, Water correspondent, Utility Week
Sarah McMath, Chief executive, MOSL

12:40 pm

SPEED NETWORKING

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

12:55 pm

Grab a bite

Networking remains open

1:30 pm

Welcome back from session chair
Denise Chevin, Intelligence editor, Utility Week

FUTURE TRENDS, TECHNOLOGY & THE CUSTOMER EXPERIENCE

1:35 pm

Technology and disrupting the status-quo of customer experience

  • Are utilities and their customers open to embracing new technology?
  • Driving innovation: what’s next?

Speaker

  • Phil Steele

    Phil Steele
    Future technologies evangelist - Octopus Energy

1:45 pm

Hyper-personalising the customer experience in utilities

  • Breaking down data silos in the end-to-end customer experience
  • The value of insight into the entire customer journey: detecting and acting at crucial moments
  • Bringing a deeper understanding to every customer journey and supercharging your CX

Speakers

1:55 pm

Assessing consumer behaviour and trends

  • An ICS overview of customer service trends and satisfaction levels
  • The Covid-19 recovery phase and beyond
  • Will consumer behaviour change for good as a result of the crisis?

Speaker

  • David Dagger

    David Dagger
    Marketing and communications director - The Institute of Customer Service

2:10 pm

Future trends and the customer experience

  • Consumers expectations will continue to grow, so what does that mean for utilities?
  • Future customers: are companies doing enough to understand what they will expect?
  • Does the consumer voice really count in the way decisions on plans are made?

Speaker

2:20 pm

Questions and answers

2:35 pm

Closing remarks and Jamboard review

Speaker

2:40 pm

Networking

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

3:00 pm

Close of the 2021 Utility Week Customer Summit