Both domestic and wholesale customers need to be more engaged with water and energy networks than ever before. Reducing use and driving a conscious use of utilities to manage demand on the networks is critical. Join this session to discover how utilities are harnessing smart meters and changing consumer behaviour.

Chair welcome and introduction
Daisy Cross, Head of Future Retail Markets - Energy UK

The role of partnerships, incentives and gamification in prompting valuable customer actions
Amy Conlen, Strategy & Propositions Lead - OVO

Bridging the insight gap: empowering households and businesses through Ofwat’s Water Efficiency Fund
Jude Noro, Senior Associate Policy Lead - Water Resources - Ofwat

Innovation in behaviour change for diverse communities
Mumin Islam, Trustee - Waterwise

As customer expectations rise and perceptions of utilities continue to fall short, how can water and energy utilities refine, evolve and optimise how they serve their customer base? Join this session to discover how emerging and existing technologies can improve satisfaction with customers, optimise call centre agents and help utilities deliver gold standard customer service.

 Sponsored by: 

Chair welcome and introduction
Wangmo Dorjee, Reporter - Utility Week

Successfully using chat bots to support consumer experience
James Hennerley, Head of Data - Everflow

Using AI to support customers and agents in real time
Alex Williams, Head of Customer Contact - UK Power Networks

Talk title coming soon
Cengiz Ucbenli - Centrica

Rising to the challenge: elevating consumer experience with AI and digital tools
Anne-Marie Lamb, Area Vice President - Energy, Utilities, Aerospace, Defence and Manufacturing - Salesforce

As utilities embark on a period of major capital project delivery, asset management programmes and the mass roll out of LCT, the demand for skilled frontline workers is surging. More people will enter these roles than ever before, making it essential to certify, upskill, and effectively manage this growing workforce. This session will explore how utilities can access and maximise new talent pools, examine the digital tools and strategies that enable efficient workforce management, and highlight how frontline workers underpin industry growth and resilience, ensuring utilities can deliver for future generations. 

Chair welcome and introduction
Paul Cox, Group Chief Executive - Energy and Utility Skills

Delivering the next generation of infrastructure: sourcing new skills/bridging the gap
Steve Raymond, Chief People Officer - HR Operations and Transformation - National Grid

Bridging the skills gap....a business imperative
Karima Khandker, Director of Resourcing, Skills, EDI, Learning and Development - Thames Water

Frontline capability across the supply chain: from entry roles to essential resilience
Dane Beauchamp, Head of Programmes - British Water

As economic pressures mount, utilities are under growing pressure to proactively identify and support vulnerable customers. This session will explore the groundbreaking innovations, technology and forward-thinking approaches helping utilities move beyond compliance and deliver more meaningful, targeted support to those who need it most. Discover how the sector is redefining its role in social responsibility with real work examples.  

Sponsored by: 

Chair welcome
Matt Cole - Fuel Bank Foundation

Innovative solutions and partnership approaches to help those in crisis
Matt Cole - Fuel Bank Foundation

Supporting customers through hardship
Helen Patterson, Customer Service Manager – Credit Management - Northumbrian Water Group
Lisa Connell, Customer Manager – Inclusivity and Affordability - Northumbrian Water Group

Using AI in proactive vulnerability support - what we built, why it matters and what’s next
Lewis Storey, Business Development Manager - CKDelta

Spotlight Project – using AI to identify vulnerable customers
Joanna Lomax, Customer Vulnerability Manager - UK Power Networks