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CUSTOMER, CULTURE AND WORKFORCE STAGE

Take a look at the FREE-to-attend Customer, Culture and Workforce programme!

Responding to the needs of customers and the workforce as utilities evolve their operations is critical. Learn how to best serve customers changing needs, embrace smart solutions and drive workforce morale by attending this unmissable programme. Get first-hand insights from industry giants leading the change in UK utilities by saving your seat now.

All this FREE content is CPD accredited CPD Certification Service.

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20 May 2025
  1. Customer, Culture and Workforce Stage

    Exploring how utilities can support vulnerable customers to prevent debt, improve customer retention and reputation and fulfil their social and regulatory responsibilities. Taking a proactive approach to communicating reasons behind bill increases and supporting customers to win public trust. 


    Chair welcome and introduction
    Adam John, Deputy News Editor - Utility Week

    Holistic approach to supporting customers with their energy bills
    Louise Walsh, Chief Customer Contact Officer - Utilita

    Vulnerable customer strategy and working with local authorities to auto enrol to social tariffs
    Nicola Chitty, Affordability & Vulnerability Lead - Southern Water

    Making energy better for the wallet and the planet
    Nicola Wilson, Head of Customer Propositions - OVO

     
  2. Customer, Culture and Workforce Stage

    This session will explore how utilities are increasing customer trust to encourage the uptake of low carbon technology and drive the net zero agenda. Join us to understand how you can help the able-to-pay market take the next steps and ensure no one is left behind in the transition. 


    Chair welcome and introduction
    Adam John, Deputy News Editor - Utility Week

    The importance of customer protection for installation of green products
    Justin Macmullan, Policy Advisor - Consumer Protection - Which?

    Creating products that customers love to drive uptake of low carbon technologies
    Tessa Hillen, Flexibility Programme Manager - Octopus

    The home energy saving technology journey - interoperability is key
    Lisa Bunting - Centrica

  3. Customer, Culture and Workforce Stage

    Exploring strategies for efficiently and effectively rolling out low carbon heat while winning over customers. Join this session to gain insight into key issues impacting low carbon heat, including a community approach to decarbonising heat and the roll out of new solutions. 


    Chair welcome and introduction
    Jenny Russon, Senior Research, Policy and Campaigns Officer - The MCS Foundation

    Clean Heat Neighbourhoods: developing an area-based approach to clean heat
    Andy Marsden, Design Team - Nesta

    Talk title coming soon
    Aimee Clark - Octopus Energy

    AI for tackling Systemic Challenges in Electrification
    Sam Young, AI Practice Manager - Energy Systems Catapult
     
  4. Customer, Culture and Workforce Stage

    Encouraging domestic and commercial customers to be mindful of their water and energy consumption and actively engage to accelerate net zero. Putting consumers at the heart of the energy transition and water resource resilience planning to better prioritise their needs and tailor communication.


    Chair welcome and introduction
    Codrina Cretu, Mission Manager - Nesta

    Understanding and ‘profiling’ customers by energy usage – what can this tell us about behaviour?
    Seth Caldwell, Head of Data Science - Sustainable Future Team - Nesta

    The wholesaler’s perspective: Working with retailers and local businesses to improve water efficiency – findings from pilot schemes and trails
    Emily Thornton, Water Efficiency Programme Co-Ordinator - Northumbrian Water

    The retailer's perspective: The business case for water efficiency
    Tom Abel, Director of Sales and Sustainable Solution - Business Stream
  5. Customer, Culture and Workforce Stage

    ​Sponsored by: 

    Home - Vyntelligence

    Harnessing AI and digital solutions to revolutionise the way gas, water and power service their customers. Join this session to discover new technology that improves customer service and experience for a diverse range of customers, while maximising operational efficiencies.

    Chair welcome and introduction
    Adam John, Deputy News Editor - Utility Week

    AI assisted customer service to delight and improve customer experience
    Ashley Marshman, Head of Customer Service - Southern Water

    Laying the foundations for AI to play its part in delivering great customer service
    Sally Ainsworth, Head of Customer Services - United Utilities

    Using AI and Machine Learning to build a Net Zero grid with customers at the heart
    Ben Ferris, Data Scientist - Octopus Energy

    Winning customer trust with people and agentic video intelligence
    Hattie Lister, AVP Commercial Business - Vyntelligence
21 May 2025
  1. Customer, Culture and Workforce Stage

    Demystifying how to bridge the looming skills gap in the utilities industry, securing the new skill sets needed to deliver sustainable water infrastructure and the net zero transition. Join this session to explore how to get the most from your workforce; improve morale; and make the utilities sector an attractive industry for leading talent.


    Chair welcome and introduction
    Adam John, Deputy News Editor - Utility Week

    Meeting demand and preparing a future workforce
    David Nash, Director of Strategy & Policy - ECITB

    Readying the workforce for success – looking at new skill pools to deliver results
    Jon Yates, Head of Delivery - Clean Rivers and Seas Task Force - Southern Water

    Inclusion and unlocking the most from your workforce
    Isobel Green, Project Engineer - SSEN Transmission

     
  2. Customer, Culture and Workforce Stage

    Sponsored by:

    Field Service Management Software | Totalmobile

    Delving into the tools available to better operate in the field and manage the workforce and supply chain partners more efficiently. Discover how to communicate and improve H&S and support customer facing field operatives through embracing digital tools. In this session, uncover the latest approaches and innovations enhancing efficiency, safety and sustainability.


    Chair welcome and introduction
    Tom Grimwood, Insights Editor - Utility Week

    Leveraging advances in AI/technology to improve productivity
    Nisarg Hirani, General Manager: Sustainability and Transformation Strategy - Scottish Water

    Working safer & smarter – the tech to improve safety & productivity
    Victoria Hobson, Value Stream Manager - SPEN

    NUAR (National Underground Asset Register): working collaboratively for smarter, efficient and safe field operations
    James Darvill, Managing Geospatial Consultant - NAUR

    Practical applications to deliver real world best practice, and unlock higher productivity in the field
    Tom Dodds, Director - Totalmobile
  3. Customer, Culture and Workforce Stage

    ​Sponsored by: 

    File:Telent logo.svg - Wikimedia Commons

    Sharing best practice in minimising the likelihood of outages and pipe bursts and how to communicate to customers. Gain practical insights to minimise customer dissatisfaction when responding to unforeseen disruption and planned asset management.    


    Chair welcome and introduction
    Adam John, Deputy News Editor - Utility Week

    Best in class experiences from incident and crisis management communications
    Alex Williams, head of contact centre - UK Power Networks

    SIF Blade Black Start Demonstrator - how new technology can enable wind farms to restore the grid following a blackout and minimise service disruption
    Daniel Barlow, Future Network Technology Manager - SPEnergyNetworks

    One size doesn't fit all: tailoring customer communications in times of disruption
    Kathryn Salisbury, Head of Customer Contact - Welsh Water

    Insights from rail: Predicting preventative maintenance and reducing outages through remote infrastructure monitoring and IoT
    Gerard Donohue, Chief Technology Officer - Telent
     
  4. Customer, Culture and Workforce Stage

    Uncovering new approaches to charging and billing customers to encourage behaviour change. Trialling and embracing tariff innovations to best support customers, improve affordability and offer consumers more choice.


    Chair welcome and introduction
    Adam John, Deputy News Editor - Utility Week

    Affinity Water’s domestic tariff trial – changing the way we charge for water to improve affordability
    Lucy Hurst, Project Manager - Affinity Water

    Energy as a service subscription model - removing the capital cost of low carbon technologies
    Charlotte Flowerdew, Innovation Manger - EON

    Protecting residents against rising energy costs: working with social landlords to provide innovative billing and financing for low carbon technologies
    Jayesh Mistry, Head of Energy Services - SERO

    Innovation in energy retail: could secondary suppliers unlock more flexibility and fairer ways to incentivise consumers
    Tom Luff, Practice Manager (Electricity Markets & Policy) - Energy Systems Catapult
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"There were many interesting things to discover at the event. The talks gave a fascinating insight into issues facing the industry, how they are dealt with and what the future looks like. For someone looking to expand their horizons, it's definitely worth a visit. Utility Week Live is also a very good place to network and meet new people from an array of different companies"

- UWL visitor

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All this FREE content is CPD accredited
CPD accredited