Conference Day One
8:15 am - 9:00 am REGISTRATION AND WELCOME COFFEE
9:00 am - 9:15 am WELCOME SPEECH AND CHAIRMAN’S OPENING REMARKSJocelyn McConnachie, Senior CX Expert,Line experience in National Grid, E.ON and Capgemini
9:15 am - 9:45 am STORYTELLING ICE-BREAKER: PUTTING THE CUSTOMER AT THE HEART OF EVERYTHING WE DO
What are you most interested in sharing or learning about? Everyone’s success in CX transformation relies on sharing successes and challenges. In this interactive session we’ll begin with an open-mic set when attendees and speakers will be invited to share their key learnings from driving customer centric transformation and demonstrate that going the extra mile really can make a huge difference for customers and the organisation. In addition, is there a topic you’d like to hear more about? A question or challenge you’d like help with? Listen out for the peers in the room who you’d like to learn from over the next two days.
9:45 am - 10:15 am THE CUSTOMER EXPERIENCE LIFECYCLE: WHAT ENERGY CUSTOMERS NEED AND DESERVEGreg Jackson, Chief Executive Officer,Octopus Energy
Octopus are currently the only energy supplier recommended by Which?! and are holders of the UK CX awards, "Energy Supplier of The Year" and plenty more coveted awards. Join our opening keynote, Greg Jackson, and hear him talk passionately about how customer experience is the very heart of this and how it's so much more than well designed web forms and lovely people on the phone (although it's that too)...
Greg JacksonChief Executive Officer
10:15 am - 10:45 am REAL LIFE STRATEGIES TO DELIVER A TOTAL CUSTOMER EXPERIENCEMike Lewis, VP & General Manager Energy,Vlocity
Understanding how to deliver a total customer experience is critical to differentiating your brand in today’s ultra-competitive and highly commoditized market. In this session, we will share real-life strategies, from our extensive work across the Energy & Utilities industry and other service industries, that have allowed leading brands to transform the customer experience and continually keep pace of ever-evolving expectations.
Mike LewisVP & General Manager Energy
10:45 am - 11:15 am MORNING BREAK AND NETWORKING
11:15 am - 11:45 am UTILISATION OF SMART METER DATA AND HOW IT CAN PROVIDE VALUE FOR CUSTOMERS AND ENERGY PROVIDERSPaul French, Director - Commercial Performance and Consumer Solutions,E.ON
- How smart data removes customer pain points with personalised insights into usage and costs
- Leveraging smart meter data to recommend helpful energy solutions for customers
- Using smart data to design and deliver better products and services
Paul FrenchDirector - Commercial Performance and Consumer Solutions
11:45 am - 12:30 pm Q&A DISCUSSION: THE FUTURE OF REGULATIONMeghna Tewari, Head of Retail Market Policy,Ofgem Grant McEachran, Head of RIIO Electricity Distribution,Ofgem
Use this opportunity to ask Meghna and Grant the most pressing questions you have regarding policy, research, planning, engagement and most importantly the impact of the changing regulatory environment on the consumer. An absolute must attend for anyone seeking clarity on the future of regulation.
Meghna TewariHead of Retail Market Policy
Grant McEachranHead of RIIO Electricity Distribution
12:30 pm - 1:00 pm PREDICTIVE ANALYTICS AND WATER UTILITIESPeter Jackson, Chief Data Officer,Southern Water
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. With pressure on customer bills and the need to carefully manage water resources, Peter Jackson will discuss how to build an in-house data science team with the capability of advanced analytics to deliver insight for operational and customer impact.
Peter JacksonChief Data Officer
1:00 pm - 2:00 pm NETWORKING LUNCH
2:00 pm - 2:30 pm INSTILLING CULTURAL CHANGE ACROSS DIFFERENT DEPARTMENTS IN YOUR ORGANISATION- CHALLENGES AND OPPORTUNITIESAdam Elliott, Senior CX Transformation and Customer Insight Leader ,Line experience in E.ON, National Grid, AIG and Barclays
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 culture 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
Adam ElliottSenior CX Transformation and Customer Insight Leader
Line experience in E.ON, National Grid, AIG and Barclays
2:30 pm - 3:30 pm ROUNDTABLESAlex Russell-Rutherford, CX Manager,Wessex Water Shiven Jarwal, Customer, User and Digital Experience Manager,National Grid
With 15-20 participants in each discussion group, this format enables questions to be raised, debated and answered amongst those facing similar challenges. Options will be selected at lunch and attendees will be able to select from the following:
ROUNDTABLE 1: PROVIDING AMAZING SERVICE VS. BEING HEAVILY REGULATED
ROUNDTABLE 2: PLACING THE CUSTOMER AT THE FOREFRONT OF DIGITAL TRANSFORMATION
Alex Russell-RutherfordCX Manager
Shiven JarwalCustomer, User and Digital Experience Manager
3:30 pm - 4:00 pm AFTERNOON BREAK AND NETWORKING
4:00 pm - 5:00 pm EMPLOYEE ENGAGEMENT – CREATING A LINK BETWEEN CUSTOMER EXPERIENCE AND EMPLOYEE EXPERIENCEJocelyn McConnachie, Senior CX Expert,Line experience in National Grid, E.ON and Capgemini Barry White, Programme Manager - UK Customer,National Grid
How accountable is your HR department to improving customer experience? Using a 0-10 scale, how likely is it that you would recommend your Finance team to a colleague? IT? Procurement? The experience we have of our organization often reflects the experience our external customers have. Aligning the whole organization to improving customer experience is key to achieving business wide transformation. Hear how this can be delivered through powerful customer centred principles, peer dialogue between Functions and Operations, agreeing actions and measuring improvement.
Barry WhiteProgramme Manager - UK Customer