09 - 10 June, 2020 | London, United Kingdom

Rebecca Dibb-Simkin

Marketing & Product Director Octopus Energy

Conference Day One

Monday, May 14th, 2018

12:30 PM Customer Engagement, Loyalty and Retention in the Utilities Sector

  • 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

4:00 PM Panel Discussion: Leveraging New and Existing Technology to Transform the Customer Experience

  • 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?

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

Download The Latest Agenda