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ENTIRE PROGRAMME

Utility Week Live
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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

Performance Excellence: bringing colleagues together to continually improve ways of working
Paul Parry, head of talent and organisational development, Yorkshire Water

Business Stream case study: transforming customer experience in a digital era
Ross Kittlety, Strategy Director, Paragon
Chairperson
Adam John - Utility Week
Speakers
Jo Causon, chief executive - Institute of Customer Service
Alison Jaap, vice president care - OVO
Paul Parry, head of talent and organisational development - Yorkshire Water
Ross Kittlety, Strategy Director - Paragon