14 - 15 May, 2019 | London

Conference Day Two

8:30 am - 9:00 am Registration & Networking Coffee


Jocelyn McConnachie

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

9:10 am - 9:45 am Employee Experience: The Road to Customer Experience

Liam Mulholland - Former Director of Customer Services, Northern Ireland Water
  • Exploring the direct link between employee experience and customer experience: The importance of mirroring strategies
  • Developing and delivering effective  programmes: Measurable, accountable, impactful and empowering
  • Proven approaches and practical frameworks for securing buy-in, embedding culture and implementing the strategy
  • Leveraging a combination of CX and Employee engagement tools that complement each other

Liam Mulholland

Former Director of Customer Services
Northern Ireland Water

9:45 am - 10:20 am Water Sector: Smart Water Meters and Data: Rolling Out Smart Water Meters to Ensure Water Supplies for Future Generations

Faye England - Customer Experience and Change Manager, Thames Water
  • Overview of the smart water meter journey so far: From an engineering programme to customer engagement campaign
  • Empowering customers to take responsibility for reducing their water use
  • Utilising smart meter data and insights to engage and drive customer experience improvements
  • Leveraging sophisticated analytics functions to spot leaks and manage the customer engagement process to fix the problems
  • Exploring future possibilities of smart water meter data in the utilities sector: supporting vulnerable customers, proactively identifying network issues and gamification

Faye England

Customer Experience and Change Manager
Thames Water

10:20 am - 10:50 am Morning Coffee and Networking Break

10:50 am - 11:25 am Gathering, Understanding and Utilising Customer Feedback:

Eileen Brown - Customer Experience Director, Northern Gas Networks
  • One size doesn’t fit all: Recognising the importance of mapping out different customer personas 
  • Conducting in depth qualitative surveys to gain deeper insights into unique customer requirements
  • Analysing the customer feedback to create flexible and tailored services that meet the unique needs of diverse groups
  • Applying the results to drive improvements and support  whole business engagement in the customer strategy

Eileen Brown

Customer Experience Director
Northern Gas Networks

11:25 am - 12:00 pm Mining for Gold Interactive Discussion:

Within this session, attendees can learn from one another through sharing their own experiences. It will comprise of four topics which have been developed based on your event objectives and challenges that were documented on the morning of day one. This 35-minute session will consist of four questions, broken down into five minute discussions.

Each group will be required to document these ideas on a flipchart with a nominated presenter providing a two minute overview of the solution.
*all information documented will be collated, typed up and
provided to every delegate post event*

12:00 pm - 1:00 pm Lunch and Networking Break

  • Improving customer attraction and retention, raising customer satisfaction and improving customer performance by putting employee experience at the core of your business
  • Developing metrics to measure employee engagement and determine areas of improvement
  • Creating the right culture: Setting and sharing a clear vision, purpose and mission formed around CX values
  • Investing in employees: Providing the right digital tools, training and support to ensure they are fully equipped to deliver outstanding service
  • Leveraging employees as a source of CX insight to improve products and processes
  • The importance of frontline staff

Liam Mulholland

Former Director of Customer Services
Northern Ireland Water


Meg Darling

Head of Customer Service
Spark Energy


Barry White

UK Customer Transformation Programme Manager Customer & Stakeholder Experience
National Grid


5:25 pm - 5:30 pm Chairperson’s Closing Remarks and Conference Close

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

Jocelyn McConnachie

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