14 - 15 May, 2019 | Hilton London Olympia , London, United Kingdom

Conference Day One

8:00 am - 8:45 am Registration & Networking Coffee

8:45 am - 9:00 am Welcome Speech and Chair's Opening Remarks

Jocelyn McConnachie - Conference Chair, CX Expert
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Jocelyn McConnachie

Conference Chair
CX Expert

9:00 am - 9:30 am Strategic Outlook: Overcoming the Challenges within the Utilities Residential Market

Stephen Murray - Head of Energy Commercial and Partners, Moneysupermarket.com
  • Evaluating how the current residential market operates and appreciating the true needs and desires of customers 
  • Placing the customer at the forefront of the strategy and understanding how diverse groups of customers will benefit
  • Reviewing the current market barriers and challenges in the quest for achieving customer centricity
  • Exploring factors and influences beyond pricing models to effectively engage customers and create value 

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Stephen Murray

Head of Energy Commercial and Partners
Moneysupermarket.com

9:30 am - 10:00 am Transforming Utilities to Meet the Evolving Needs of Future Energy Customers

Roy Baker - Director of Transformation, SSE
  • How customer’s mind-sets are shifting: Environmental considerations, cost effectiveness, personal ownership of  energy consumption and relationships with suppliers
  • Utilising technology which allows customers to track and manage their own consumption: Improving billing accuracy and customer insights
  • Re-considering traditional business models to capitalise on how customers consume energy and interact with their supplier
  • Moving beyond the role of energy supplier and offering a broader range of services that improve customer’s lives
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Roy Baker

Director of Transformation
SSE

10:00 am - 10:30 am Deliver Exceptional Customer Journeys Through Omnichannel Communications

Nick Emanuel - Solutions Architect, Utilities, Quadient
In all the cost saving and revenue generating opportunities of the great digital revolution, it’s easy to lose sight of who brings the real money to the table – your customers. But how well are you able to meet their CX demands?

Delivering an exceptional customer experience through highly personalised, contextual communications across all channels improves loyalty, helps to increase engagement and participation in energy conservation programmes, and drives business growth. However, most utility companies lack the proper infrastructure to support a CX strategy that spans the entire business. Legacy technology, departmental silos and changing regulations add additional layers of complexity and hinder progress.

For each great stride forwards you take in digitising your organisation, and for each digital magic moment that you create, there needs to be someone to use the new functionality – your customers. And yet in many utility companies, these very same people are being lost in the rush to advance, with functionality incorrectly being equated to experience and these institutions beginning to see their digital take-up plateau as a result.

Today, customer experience is the new battleground for business. But when all your stakeholders are obsessed with ROI and not experience, can you really achieve what your customers are demanding?

In this session Nick Emanuel, Solutions Architect and Utilities SME for Quadient, will show you how to define a solution that puts your customers at the heart of everything you do, and that gives you the omnichannel experience that for many has been the unreachable holy grail for so long.
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Nick Emanuel

Solutions Architect, Utilities
Quadient

10:30 am - 11:00 am Morning Coffee and Networking Break

11:00 am - 11:30 am OFWAT: New Priorities for Improving Customer Culture and Promoting Social Purpose

Claire Forbes - Senior Director Corporate Communications, OFWAT
  • Overview of Ofwat’s new strategy and vision for customers at the heart of the water sector
  • Update on the regulatory landscape and the latest shift in terms of the price review
  • Challenging the water sector to plan, invest and operate effectively with the needs of current and future customers at the core
  • Improving ongoing support for low income and other vulnerable customers
  • Ensuring the overall strategy is centred on protecting the environment
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Claire Forbes

Senior Director Corporate Communications
OFWAT

11:30 am - 12:00 pm The Future is Conversational AI, Are You Ready?

Paul White - Director of Customer Engagement, IFS
The potential for AI and virtual assistance is vast but knowing how to develop an effective customer service AI strategy can be confusing. This session will explore case studies analysing how to best deploy voice and text based conversational AI in the contact centre in an inclusive strategy alongside human assisted service.
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Paul White

Director of Customer Engagement
IFS

12:00 pm - 12:30 pm Cultural Transformation: Implementing Sustainable Change throughout the Entire Organisation

Dr. Christopher McLachlan - Company Builder – Innovation Management, EnBW
  • Understanding how to create and drive and organisational mind-shift and put the customer at the heart of organisational strategy
  • Improving customer experience by enhancing employee engagement: Happy staff = happy customers
  • Effectively communicating the strategy, vision and mission throughout the organisation
  • Enhancing visibility and connecting with communities
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Dr. Christopher McLachlan

Company Builder – Innovation Management
EnBW

12:30 pm - 1:00 pm Customer Engagement, Loyalty and Retention in the Utilities Sector

Rebecca Dibb-Simkin - Marketing & Product Director, Octopus Energy
  • Reviewing the challenges: Engaging and maintaining relationships with an incredibly diverse customer group with different values, beliefs and priorities
  • Leveraging data, analytics and digital channels to gain deeper insights and feedback: Learning from the results and identifying the way to enhance engagement
  • Ensuring front line staff and engineers have the right skills to engage with customers
  • Feedback transparency: Ensuring feedback is filtered to all levels of the organisation and issues are dealt with efficiently and effectively
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Rebecca Dibb-Simkin

Marketing & Product Director
Octopus Energy

1:00 pm - 2:00 pm Lunch and Networking Break

By now, you have discussed your event objectives and will appreciate there is a common theme running throughout both days. However, you will have a unique challenge or problem that needs solving, and it is critical that we seek out those gold nuggets of information that will really help drive improvement within your role, teams and organisation.

With 12-15 participants in each discussion group, this format enables questions to be raised, debated and answered amongst those facing similar challenges. Each discussion will last 35 minutes and attendees will be able to select two from the following discussions, leaving 20 minutes for feedback and summaries at the end of the session. Options are as follows:

ROUNDTABLE ONE: Building the Business Case and Securing Buy-in from Senior Executive Leadership
Facilitator: James Doig, Head of Customer Strategy, Centrica

ROUNDTABLE TWO: Customer Feedback: How, Where, When and Closing the Loop
Facilitator: Alex Rutherford, Customer Experience Manager, Wessex Water

ROUNDTABLE THREE: Beyond End-to-End Customer Journey Mapping: Exploring the Before and After
Facilitator: Eileen Brown, Customer Experience Director, Northern Gas Networks

ROUNDTABLE FOUR: How to Achieve Customer-Centricity at Scale: AI and the Connected Customer Journey
Facilitator: Matilda Kristofferson, Senior Consultant, Data and Technology, Relay42

ROUNDTABLE FIVE: How do you Deliver a Truly Personalised Omnichannel Experience?
Facilitator:Mustafa Atik, CCM & CX expert, Utilities and Telecoms, Quadient
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James Doig

Head of Customer Strategy
Centrica

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Alex Russell-Rutherford

CX Manager
Wessex Water

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Eileen Brown

Customer Experience Director
Northern Gas Networks

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Matilda Kristofferson

Senior Consultant, Data and Technology
Relay42

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Mustafa Atik

CCM & CX expert, Utilities and Telecoms
Quadient

3:30 pm - 4:00 pm Afternoon Coffee and Networking Break

  • How is the digital era presented new opportunities to innovate and disrupt existing models? 
  • What new and emerging technologies are currently being utilised to transform the utilities sector and enhance the customer experience?
  • How can and will IoT, AI, ML and Blockchain contribute to customer centricity in the future? 
  • What is the best approach to assess the organisation and ensure the right technology is selected to solve the unique business problems?
  • How can the utilities sector engage with the vendor community to enhance collaboration and improve technology being developed?
  • Case studies: What examples are there currently of new technology driving improved CX?
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Chanice Henry

Editor-in-Chief
CX Network

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Stephen Murray

Head of Energy Commercial and Partners
Moneysupermarket.com

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Roy Baker

Director of Transformation
SSE

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Rebecca Dibb-Simkin

Marketing & Product Director
Octopus Energy

4:45 pm - 5:15 pm Beyond the Vulnerable Customer: Accessibility and Inclusive Design for Utilities

Joel Strohmeier - Digital Transformation Manager, Bristol Energy
An introduction to some of the tools and techniques you can use to ensure you build great digital experiences without excluding users. 
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Joel Strohmeier

Digital Transformation Manager
Bristol Energy

5:15 pm - 5:45 pm Regulators Role in Maintaining Customer Service Performance

Richard Bellingham - Head of Compliance, Ofgem
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Richard Bellingham

Head of Compliance
Ofgem

5:45 pm - 6:00 pm Chairperson’s Closing Remarks and Conference Close

Jocelyn McConnachie - Conference Chair, CX Expert
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Jocelyn McConnachie

Conference Chair
CX Expert

6:00 pm - 7:30 pm Networking Drinks