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Channel Shifting: identifying the right channel for the right job and customer
As customer expectations evolve and call volumes rise, utilities need to offer a variety of solutions to serve a diverse customer base. Energy and water companies need to understand which channels best support specific customer needs and preferences to drive operational efficiency and increase customer satisfaction. This session explores strategies for aligning the right communication and service channels with the right customer journeys to optimise engagement and outcomes.
Chair welcome and introduction
To be announced
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
