Future of Utilities: Redefining the Utilities Customer Experience

In this Future of Utilities webinar, the expert panel uncover key, practical steps you can take to create an agile CX strategy to adapt and pre-empt disruptive shocks.


The panel discusses:

  • How are customer demands changing?
  • Standing out from the crowd: strategies for differentiation on commodity products
  • Creating a unique, personalised experience: what does good look like?
  • How can the industry ensure that the transformation benefits all customers, especially the vulnerable?
  • Unlocking the new digital playing-field: navigating the path to success
  • Upgrading legacy systems and approaches: restart or piecemeal
  • Building a company culture that facilitates a rapid pace of change
  • Catalyst or inhibitor: how was Covid-19 impacted digital transformation timelines?
  • How can predictive analytics enhance customer experiences?
  • Looking towards the future: how can companies prepare to serve the customer of 2030 and beyond?


  • Shaunna Berendsen, Head of Innovation Engagement, Anglian Water
  • Phil Reid, Head of Buildings and Complex Structures, Tractebel-ENGIE
  • Penelope Hope, Chief Commercial Officer, Rebel Energy
  • Neil Greathead, Chief Customer Officer, Smart Communications
  • Nick Umney, Technical Director, Salesforce