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Channel Shifting: identifying the right channel for the right job and customer
As the Clean Power 2030 target draws nearer, public discourse around net zero intensifies and future water security becomes a national priority, utilities must inspire meaningful engagement from both domestic and non-domestic customers. This session will explore how to deliver buy-in through transparent communication, tailored education and community engagement. Understand how to empower customers with the knowledge and tools they need to actively participate in building a resilient and sustainable utility network.
Chair welcome and introduction
Adam John - Utility Week
Successful approaches to automation: helping customers to self-serve and reducing dropout rates
Kathryn Salisbury, Head of Customer Contact - Welsh Water
Implementing a WhatsApp strategy
Sally Ainsworth, Customer Service Director - United Utilities
Using AI to summarise call outcomes to allow time for agents to really focus on the customer
Louise Walsh, Chief Customer Contact Officer - Utilita
Talk title to be advised
To be announced
Chairperson
