Chief Innovation Office
12:15 PM Cultural Transformation: Implementing Sustainable Change throughout the Entire Organisation
- 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
1:50 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?