Translating a transformed customer experience into improved loyalty, competitiveness and direct alignment with the bottom line.
A recent report awarded
utilities the lowest scores for
customer experience across all sectors and markets. In fact, it was a huge 13% lower that the all-sector average. The report went on to show that Utilities were the only group where feedback indicated that the customer experience had actually worsened in the past 12 months!
Following this report it’s no surprise that utility companies across Europe are all united in their drive to improve the end-to-end customer experience to bolster consumer confidence, increase loyalty and strengthen brand reputation.
On 17th – 19th March 2015, a select group of
customer experience decision makers from the leading utility companies will meet to formulate and discuss strategies to overcoming the toughest
customer experience challenges at the
Customer Experience Transformation for Utilities 2015 Conference. They recognise that while
customer experience has never been so tough, there are also huge opportunities ahead in terms of improved loyalty, competitiveness and direct alignment with the bottom line.
The utilities industry will be delve into the core of customer experience and debate solutions to the following challenges:
- Integrating customer experience across multiple channels
- Delivering award winning innovationand customer experience
- Translating customer experience into your competitive advantage
- Developing strategies to improve the customer experience as consumers increase social media use
- Mapping the customer experience through the eyes of your customer
- Assessing key steps to building a new mobile customer experience strategy identifying the most effective ways to achieve customer transformation for mobile customers
- Achieving successful internal process management as the backbone of customer experience transformation
Heads of
Customer Experience from Europe’s leading utility companies, make up the executive speaker panel and will share their case studies, answer your questions and discuss innovative solutions and strategies to the specific
customer experience challenges facing the utility sector, including:
- Neil Denley, Chief Operating Officer, Co-Operative Energy will discuss how the digital experience can be enhanced as part of a wider customer management strategy
- David Bird, Residential & Customer Operations Director, EON UK will explore how to meet customer expectations in an environment of disillusionment
- Melissa Gander, Managing Director – Home Technology, Ovo Energy will share how smart meter adoptionhas increased consumer empowerment while advancing customer insight processes
- In an insightful cross-industry panel discussion, Axa Insurance, Standard Life, BT and Shop Direct will discuss customer engagement strategies that have improved customer satisfaction and loyalty in the financial services, telecoms and retail industries
- In and insightful presentation RWE npower will evaluate what companies need to do to achieve a truly customer-centric corporate culture that aligns multiple channels across diverse touch-points.
- Forum Distribution will present a unique case study on key customer experience measures in a monopoly market
OUR BRAND PROMISE: WE WILL DELIVER:
- Informative,first hand case studies from senior level speakers from the leading utility companies focused on driving customer experience improvements – from E.ON to Co-Operative Energy, npower, Ovo Energy and more
- A programme that has been researched with and created just for you and your peers – our focus is solely on ensuring we cover the topics YOU want to learn about
- First-class networking opportunities with companies at the forefront of customer management in this critical arena
- High level strategic keynote presentations giving you a VP perspective on big picture issues impacting you most
- A unique programme structure with varied interactive elements such as speed networking, ipitch, round tables discussions and panels, you can be sure to tailor your time at the event to meet your unique objectives
"A very inspiring and energising event and I will use a lot of what I learned to develop our customer strategy"
Gazprom Energy, Delegate, CX Transformation Utilities 2013
"I learnt a lot of new stuff at the 2013 event. In total we generated 50 ideas from the conference, so lots to take back to the office"
Eni Gas & Power, Delegate, CX Transformation Utilities 2013
Register at ASDEvents and receive
15% discount.
2015 Speakers
- Nick Proctor, Managing Director, Amber Energy
- David Bird, Residential and Customer Operations Director, E.ON UK
- Lowina Lundstrom, Head of Customer Relations, Fortum Distribution
- Stuart Jones, Programme Director - 21C Customer Experience, BT
- Paul Morrissey, Professor, Liverpool John Moores University
- Melissa Gander, Managing Director - Home Technology, Ovo Energy
- Tricia Willamson, Head of Social Media, Jamaica Public Service Company
- Neil Denley, Chief Operating Officer, Cooperative Energy
- Neil Pennington, Head of Smart Innovation, RWE npower
- Paul Walker, Head of Service Excellence, RWE npower
- Stephen Ingledew, Managing Director - Customers and Marketing, Standard Life
- Martin Dowson, Director, Comotion
- Daniel Curzon, Head of Customer Experience, Shop Direct
- Nigel Greenwood, Founder, Simply Customer
- Jerry Angrave, Customer Experience Expert and Founder, Empathyce
- Stephen Hewett, Author, The Customer Centric You
- Philip Cullum, Partner, Consumer and Demand-side Insight, Ofgem
- Gordon Rutherford, Head of Marketing and e-Commerce, AXA Insurance
- Mark Tidmarsh, Head of Customer Journey, Orange
Register at ASDEvents and receive 15% discount.
Please fill in your name and email to receive the conference agenda of this event.
The agenda is available as PDF under downloads at the right side of the page.
Register at ASDEvents and receive 15% discount.
Venue
The venue is not yet available for this event.
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Venue & Accommodation
Venue to be confirmedManchester, UK
AccommodationMore information to follow...
Please note: We will never recommend, approve or appoint any third party rooming service to act on our behalf. Please be extremely wary if you are approached by any such companies. We will always endeavour to negotiate the best available rates for you so please use the HotelMap link provided; this shows live availability and rates for all hotels in the area and allows you to book directly with the hotel of your choice within your budget.
Register at ASDEvents and receive
15% discount.
