Louise Walsh

Chief Customer Contact Officer Utilita Energy

Louise is a seasoned professional deeply entrenched in Utilita's values, who embodies the company's mantra: always doing right by the customer. Having kickstarted her journey in 2011 as a customer service advisor, she has navigated her way up to the top echelons of the business, culminating in a comprehensive understanding of every facet of the industry and the core needs of customers. Previously Director of Sales Operations, Louise transitioned into the role of Chief Customer Contact Officer in February 2022. This new position allowed her to revolutionise Utilita's contact centres, leveraging her profound understanding of the business, its operations, and most importantly, its customers.

Day 2

15:10 Fireside Chat | Fuelling Customer-Centric Cultures by Aligning Teams, Leaders & Strategies Around Shared Priorities

Your CX approach is as good as the teams working to deliver it. By embedding customer-centricity at the core of your teams’ motivations, your leaders’ ethos and your strategies is essential for effectively and efficiently delivering CX which drives both customer satisfaction and commercial results.

Where do you start to build customer-centricity? Employees, with the customer data, or elsewhere?
How do you invest in people, hyperlocal or empowered, to make decisions with customer-centricity at the heart?
How do you empower your key CX staff to ensure they are engaged and involved in your company’s culture, and how can this impact what they deliver?

Check out the incredible speaker line-up to see who will be joining Louise.

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