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Utility Week Live
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How to revolutionise customer centric leadership

21 May 2025
Utility Week Keynote Stage

As the utilities industry undergoes a profound transformation to enable a cleaner, more sustainable power system, placing customers at the centre of this transition is no longer just a priority—it's essential for long-term success. Gas, water, and electricity providers must navigate complex challenges while addressing rising public expectations for transparency, affordability, and reliability. This panel will discuss:  

  • How can customer centric leadership build trust and ensure a just transition for all? 
  • What is being done to keep customers at the heart of innovation? 
  • How can the industry improve effective customer experience, efficiency and loyalty?   
  • What needs to be done to improve utilities’ reputation? 

Chair introduction and scene setting
Jo Causon, Chief Executive - Institute of Customer Service

Panel