CX Utilities Forum: Fueling Innovation. Driving Centricity. Embracing the Customer.
The utilities industry is under public, regulator and consumer pressure to improve how it addresses its customer-experience related challenges. The transition from a government owned industry centred around operational challenges of supplying gas, electricity and water to an industry focused on customers in a highly regulated and increasingly competitive market, has taken its toll. The customer is increasingly the focal point of utilities companies products and services. As a direct consequence of this evolution and ‘disruptive’ businesses entering the market, the status quo is being challenged.
Further fuelling this (sorry, pun intended) has been the increasing number of price comparison and ‘switching’ companies, allowing customers to compare the prices of existing suppliers. Such changes are forcing utilities companies to benchmark themselves against other industries, with customers now expecting the same levels of service as they would with their banks, phone providers, insurers and supermarkets. But despite this shift, KPMG recently reported that the utilities sector are still trailing 13% behind, compared to the overall cross-sector average for their customer service, implying a lot more is still left to follow.
It’s for this reason the CX Utilities Forum has been established, to provide an opportunity for the CX community in the utilities sector to network and share best practice together, adopting a practical outlook towards the common issues the industry is facing daily. With tailored sessions designed to give you the best insight into how to drive this change further, you’ll head back to the office armed with tangible learnings to apply to 2018 and beyond.
Chief Executive Officer
Chief Data Officer
Director - Commercial Performance and Consumer Solutions
Partner – Consumers and Competition
Senior CX Expert
Line experience in National Grid, E.ON and Capgemini
Global Customer Immersion Manager
Head of Local Heroes
Head Of Customer Care, CEX, Retention & Analytics
Head of Retail Market Policy
Head of Policy and Social Energy
Head of RIIO Electricity Distribution
Senior Policy Researcher
Senior CX Transformation and Customer Insight Leader
Line experience in E.ON, National Grid, AIG and Barclays
Former Director of Customer Services
Northern Ireland Water
Director of Vulnerability Solutions
Benefits of Attending
Find out how well you know your customers by joining our unique Customer Closeness Group. We’re bringing 25+ utilities customers along, giving you the chance to listen to their experiences and opinions and the impact you may have had on them - A great opportunity to apply these lessons to your own CX programmes when you get back to the office
Wanting to better justify ROI, achieve revenue growth and align the business to increase customer loyalty and reducing churn? No problem. Your speaker faculty are on hand to share their stories, learnings and experience to ensure you are better equipped to take on such challenges when you return to the office
Learn from organisations addressing the needs of vulnerable customers and how best to equip staff to appropriately serve these evolving needs. An absolute must for any provider seeking to adapt in a changing market environment
Hear from Greg Jackson, CEO, Octopus Energy – Energy Supplier of the Year – as he discusses their journey to customer centricity and why our customers deserve more
Join the likes of E.ON and Southern Water as they discuss the use of advanced analytics, data and insight and how this can be used successfully to help serve the customer in a highly regulated environment
What have past attendees of our CX Events Portfolio said?
“The conference circuit gets busier every year; but having invested in a number of conferences over the years I find IQPC to be one of the most consistent in terms of creating a compelling agenda and attracting the right level of delegates. For us, as a sponsor, these are critical in our ability to generate a positive ROI.”WDS, A Xerox Company – VP Marketing
“We had some great discussions with operators and service providers that we hadn’t spoken to before. We also made some great introductions with the operator base that was represented at the event”MDS – Chief Marketing Officer
“As part of the IQPC series, CX Transformation: Nordics was an exceptionally well-run event: presenters were among the best I’ve seen. I learnt quite a lot during the two-day event; from a business perspective the show was very valuable.”Vice President of Social Strategy, Lithium
“The event gave us valuable brand awareness and follow-up opportunities with Service Providers across the region”Ciqual – VP Marketing
“It’s a mandatory annual event!”Head of Customer Experience Program, SFR
“Very inspiring and provided me with useful information from different areas - both business views and technology views. Great to have experiences direct from the front line”Chief Project Officer, Nordea Bank
“It’s great to learn of best practices from your colleagues in the US and around the world. I always look forward to the Customer Experience conferences and am able to take relevant ideas back to my local group”Process Improvement Director, Cox Communications
“Great selection of speakers, high level of information and ideas for my business – I can’t find anything to improve! Everything was perfect”Global Head Special Projects, Telefonica
“Excellent networking opportunity with interesting insights on how other operators address customer experience”Head of Online Care & Sales SMB, Swisscom
“Always welcome the opportunity to break up the usual everyday thinking and share ideas with peers and this is a great place to do it!”Head of Insight, RSA
“It was inspirational and gave some new ideas on how to approach some internal challenges”Head of Digital, Eesti Telekom
“This conference has exceeded all my expectations. The preparation and the conference management were awesome...”Head of Customer Care Consumer, Vodafone