21 - 22 April, 2020 | London, United Kingdom

Featured Content

How Technology is Transforming Customer Experience in the Utilities Industry

How Technology is Transforming Customer Experience in the Utilities Industry

Zoisa Walton, Director, Octopus Energy Business Solutions joined CX network to discuss how technology is transforming utilities companies and customer experience.


Some of the topics discussed include:

  • How technology is transforming CX, compared to 5 – 10 years ago
  • Which technologies will have the greatest impact on the utility sector over the coming years
  • What impact IOT will have on utilities companies 
Instilling Customer Based Cultural Change Across Different Departments In Your Organisation

Instilling Customer Based Cultural Change Across Different Departments In Your Organisation

Drawing upon years of experience leading customer oriented change at many organisations including both E.ON and National Grid, Adam will explain the key elements of a programme that, collectively, will deliver cultural change:

  • Culture change is critical for customer focused transformation. But culture change is not a specific programme – it’s the by-product of everything else you have to do
  • Customer focused transformation must feed colleagues with a balance of emotional and rational drivers of change which will together change their perceptions and behaviours
  • Key elements include customer immersion, colleague engagement and training, clear customer strategy, governance, metric development and performance targets, understanding the economics of customer loyalty, customer and colleague journey management, support function performance
The Impact of the Price Cap on Utilities Companies and Customer Experience

The Impact of the Price Cap on Utilities Companies and Customer Experience

Ahead of this years CX Utilities Forum, CX Network sat down with Stephen Murray, Head of Energy Commercial and Partners at Moneysupermarket.com to discuss how the recent price cap has affected the industry so far, and how we can ensure that customers in vulnerable circumstances are not negatively impacted by the changes.


Topics which will be discussed include:

  • The biggest impact of the price cap on utilities companies
  • What is going to impact companies revenue streams
  • How the industry can ensure that vulnerable customers are considered and not negatively impacted by the changes
Helping Customers in Vulnerable Situations

Helping Customers in Vulnerable Situations

Ahead of this years CX Utilities Forum, CX Network sat down with Claire Forbes, Senior Director Corporate Communication, OFWAT, Eileen Brown, Customer Experience Director, Northern Gas Networks and Faye England, Customer Experience and Change Manager, Thames Water to discuss the growing challenges of helping customers in vulnerable circumstances.

Some of the topics they will discuss are:

  • What considerations should be made when protecting vulnerable customers
  • Which strategies are in place currently for the industry
  • How future trends should evolve to help consumers
Presentation: Disruption and Diversification: It's so different, it might just work!

Presentation: Disruption and Diversification: It's so different, it might just work!

In this presentation from CX Utilities Forum 2018, Mat Moakes, Head of Local Heroes, Centrica talks about how Centrica streamlined their customer experience, and how disruption and diversification can be effective in the utilities industry.
What is driving CX transformation in the utilities sector?

What is driving CX transformation in the utilities sector?

This article will explore six key drivers which are shaping the customer experience landscape in the utilities industry, including an explanation of how the industry is reacting to each of the drivers. 

Presentation: Predictive Analytics and Water Utilities

Presentation: Predictive Analytics and Water Utilities

With pressure on customer bills and the need to carefully manage water resources, predictive analytics are becoming increasingly important in the supply of water and the disposal of waste water, to provide a more efficient, reliable and resilient service. In this presentation from CX Utilities Forum 2018, Peter Jackson discussed how to build an in-house data science team with the capability of advanced analytics to deliver insight for operational and customer impact.
The Pocket Guide to CX in Utilities

The Pocket Guide to CX in Utilities

This eBook will serve as a guide to the core strategies that need to be put in place in order to build a seamless customer experience strategy. We spoke with four industry experts in order to give you an exclusive insight into the challenges being faced and the solutions on hand to drive CX initiatives in the utilities sector.

The 5 golden roles of a successful customer experience strategy

The 5 golden roles of a successful customer experience strategy

With switching increasing year after year, it is important that companies have strong customer-centric strategies in place in order to build and retain a loyal customer base.With the help of industry experts, we have put together our five golden rules of customer experience strategy in the utilities sector.

5 ways to turn customer insight into action

5 ways to turn customer insight into action

In order to succeed in a crowded marketplace brands must deliver flawless journey for the customer and constantly adapt to their changing needs. Building a customer-centric business requires a thorough understanding of the voice of the customer and the ability to turn that voice into actionable insights. CX Network spoke to Jim Ankare, Head of Customer Experience, SF Studios and Seppo Roponen, Head of Customer Insight, VR Group about the 5 key factors to consider when turning customer insight into action.
5 things we’ve learned from Nordic customer experience experts

5 things we’ve learned from Nordic customer experience experts

With customers now expecting a seamless, coherent and customer-centric experience, businesses must invest more in their customer experience management in order to retain and expand their customer base. CX Network looks at five takeaway lessons we’ve heard from CX experts to get you started before the conference doors open...
'Plane'-Speaking: The Customer Experience Workshop

'Plane'-Speaking: The Customer Experience Workshop

The Nordic region is known for many wonderful things. Two of those include a desire for practicality and a tradition of building things with care and attention. It therefore makes sense that transforming customer experience (CX) can also avoid the jargon and complexities and get down to a practical, straightforward approach! Here, we provide 7 step-by-step routes towards transforming people, processes and culture - including the risks and opportunities within each strategic vision...