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Utility Week Live

Data and digitalisation- new approaches to customer service

22 May 2024
Customer, Culture and Workforce Stage

Sponsored by:

As the cost-of-living crisis extends into its third year, the UK’s energy and water business continue to face extreme volumes of customer contacts. How can they ensure the best experience for every customer, no matter their preferred channel; and deploy innovation to unlock efficiencies? Join this session to discover how data and digitalisation can change the game, improving business processes and the end user experience.

Chair introduction
Adam John, Utility Week

How businesses can utilise emerging technology to complement a human-focused approach
Jo Causon, chief executive, Institute of Customer Service

Real world AI: how artificial intelligence is reducing costs and improving customer outcomes
Alison Jaap, vice president care, OVO

Talk title to be announced
Imran Patel, director of customer experience, Yorkshire Water

Revolutionising Engagement: Unveiling adaptive communications for customer excellence in the digital era
Stephen Lester, CTO, Paragon
Adam John - Utility Week
Jo Causon, chief executive - Institute of Customer Service
Alison Jaap, vice president care - OVO
Imran Patel, director of customer experience - Yorkshire Water
Stephen Lester, CTO - Paragon


Utility Week Live (21-22 May, NEC, Birmingham) is the energy and water industry’s biggest annual event. UWL will offer a host of new zones, features, and unmissable content designed to accelerate delivery - to a digitally enabled net zero future. Register FREE today.