14 - 15 May, 2019 | London

Conference Day One

8:00 am - 8:30 am Registration & Networking Coffee

8:30 am - 8:40 am WELCOME SPEECH AND CHAIRMAN’S OPENING REMARKS

Jocelyn McConnachie - Senior CX Expert, Line experience in National Grid, E.ON and Capgemini
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Jocelyn McConnachie

Senior CX Expert
Line experience in National Grid, E.ON and Capgemini

8:40 am - 9:00 am What are your event objectives?

In order to boost networking and interactivity, the conference will begin with an opportunity for everybody to get to know one another. Attendees will have 20 minutes to discuss their objectives for attending the event which will be documented and used as a tool to influence discussions in the “Mining for Gold” discussion on day two.
This session will be designed by you, for you, and you will be encouraged to write specific challenges, or indeed solutions on the colour coded post-it notes on your tables and stick them on our Mining for Gold wall at the back of the conference hall.
 
They will then be placed into various categories and we will use these as a basis to drive unique and tailored discussions on day two.

9:00 am - 9:35 am Strategic Outlook: Overcoming the Challenges within the Utilities Residential Market

Stephen Murray - Energy Commercial Manager, 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

Energy Commercial Manager
Moneysupermarket.com

9:35 am - 10:10 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

10:10 am - 10:45 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

10:45 am - 11:15 am Morning Coffee and Networking Break

12:15 pm - 12:50 pm Cultural Transformation: Implementing Sustainable Change throughout the Entire Organisation

Uli Huener - Chief Innovation Office, 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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Uli Huener

Chief Innovation Office
enBW

12:50 pm - 1:50 pm Lunch 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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Uli Huener

Chief Innovation Office
enBW

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Matthew White

Head of Delivery – Customer Journey
Citizens Advice

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Stephen Murray

Energy Commercial Manager
Moneysupermarket.com

2:35 pm - 3:10 pm Creating a Roadmap to a Customer Centric Strategy: Strategy, Vision, Evolution and Revolution

Barry White - UK Customer Transformation Programme Manager Customer & Stakeholder Experience, National Grid
  • Analysing the organisation, assessing CX outcomes and identifying potential opportunities for improvement 
  • Setting and leading a clear and achievable digital and data roadmap
  • Going back to basics: Educating leadership functions, securing buy-in and funding as well as driving  change
  • Defining clear metrics and measuring success of the strategy
  • The importance of choosing technology smartly, rather than smart technology
  • Implementing the strategy and continuously assessing and evolving it to maximise the impact
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Barry White

UK Customer Transformation Programme Manager Customer & Stakeholder Experience
National Grid

3:10 pm - 3:40 pm Afternoon Coffee and Networking Break

3:40 pm - 4:15 pm Design Thinking: Fostering Innovation and Solving Complex Business Problems

Simon Mcdonald - International Customer Experience Manager, E.ON
  • What is design thinking and how can it be used to improve CX within the utilities sector?
  • Introducing design thinking into the business: Innovative ways of demonstrating value to leadership teams
  • Developing a design thinking framework: Defining the problem,  ideating potential solutions, experimentation,  prototyping, testing and tweaking
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Simon Mcdonald

International Customer Experience Manager
E.ON

4:15 pm - 4:50 pm Digital Transformation: Preparing and Embedding New and Innovative Approaches to CX

  • Engaging and educating the entire organisation in the digital journey from board level down: Employee experience, changing mind-sets nd preparing to embrace new technology
  • Translating the practicalities of the vision into a digital CX roadmap
  • Making digital work in the utilities sector: Evolving the business model and restructuring for digital transformation
  • Creating and executing an omni-channel strategy to create one consistent and engaging experience
  • Transforming our business to deliver a seamless self serve experience
  • Placing the customer at the heart of digital transformation

4:50 pm - 5:00 pm Chairperson’s Closing Remarks and Conference Close

Jocelyn McConnachie - Senior CX Expert, Line experience in National Grid, E.ON and Capgemini
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Jocelyn McConnachie

Senior CX Expert
Line experience in National Grid, E.ON and Capgemini

5:00 pm - 5:30 pm Networking Drinks