How to revolutionise customer centric leadership
21 May 2025
Utility Week Keynote Stage
As the utilities industry undergoes a profound transformation to enable a cleaner, more sustainable power system, placing customers at the centre of this transition is no longer just a priority—it's essential for long-term success. Gas, water, and electricity providers must navigate complex challenges while addressing rising public expectations for transparency, affordability, and reliability. This panel will discuss:
- How can customer centric leadership build trust and ensure a just transition for all?
- What is being done to keep customers at the heart of innovation?
- How can the industry improve effective customer experience, efficiency and loyalty?
- What needs to be done to improve utilities’ reputation?
Chair introduction and scene setting
Jo Causon, Chief Executive - Institute of Customer Service
Panel
Anna Cook, Managing Director- Service - Sky
Mike Gauterin, customer services and technology director - United Utilities
Joe Richardson, UK Operations Director - Octopus Energy
