23 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

REGULATION & THE CUSTOMER LANDSCAPE

10:50 am

Live interview: regulation and the changing customer landscape

  • Where is regulation going and how do customers fit in?
  • How might regulatory strategy have to adapt due to the pandemic?

Speakers

11:15 am

Consumer protection and innovation in a regulatory environment

  • Ensuring that protection keeps pace with the market without stifling innovation
  • Balancing consumer protection infrastructure with innovation and investment

Speaker

  • Ed Dodman

    Ed Dodman
    Director of regulatory affairs - Ombudsman Services

11:30 am

Keynote: Yorkshire Water’s strategic plan and the customer landscape

  • Delivering for customers and the environment

Speaker

11:45 am

Keynote: vision for E.ON as a customer-centric organisation

  • Strategic priorities now and in the future

Speaker

12:00 pm

Panel discussion: regulation and the customer landscape

  • Ethical business regulation: customer and community benefits
  • Getting the balance right between the interests of current and future customers

Speakers

  • Gillian Cooper

    Gillian Cooper
    Head of energy policy - Citizens Advice

  • Brian Lironi

    Brian Lironi
    Director of corporate affairs - Scottish Water

  • Ed Dodman

    Ed Dodman
    Director of regulatory affairs - Ombudsman Services

12:30 pm

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

12:35 pm

SPEED NETWORKING & EXHIBITION

Connect with fellow attendees in our roulette-style speed networking session and browse the exhibition

12:50 pm

Grab a bite

Networking and exhibition remains open

1:30 pm

Welcome back from session chair

Speaker

1:35 pm

THE IMPACT OF COVID-19: VULNERABILITY & CUSTOMER ENGAGEMENT STRATEGIES

1:35 pm

Keynote: reviewing the impact of the pandemic on UKPN’s relationship with its customers

  • Putting customers at the heart of business strategy

Speaker

1:50 pm

Customer engagement strategies to support the day of service

  • How customer engagement impacts no-access rates and call centre volume
  • Omnichannel customer communication strategies and best practices to improve CSAT

Speaker

2:05 pm

Jamboard review

  • Introduction to breakout sessions

Speaker

2:10 pm - 3:10 pm

BREAKOUT SESSIONS:

Choose to attend either session A or session B

 

A: SUPPORTING VULNERABLE CUSTOMERS

  • Establishing what vulnerable customers need: myth busting
  • What can utilities learn from other regulated industries?

Led by: Adam John, Reporter, Utility Week
Samantha Ross, Customer ODI strategy manager, Anglian Water
Alison Jaap, Customer director, First Direct

B: CUSTOMER COMMUNICATION & ENGAGEMENT

  • How has Covid-19 changed the industry and customer attitudes?
  • Employing the right technology to ensure that customers can self-serve
  • Impacts on consumer engagement in water and energy usage: could this be a turning point for smart metering?

Chair: James Wallin, Editor, Utility Week
Christine McGourty, CEO, Water UK
Audrey Gallacher, Deputy chief executive, Energy UK
Markel Palmstierna, Customer operations director, So Energy
Zoe Burns-Shore, Director of customer experience, Yorkshire Water

3:10 pm 

SPEED NETWORKING

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

3:30 pm 

Close of day one