Customer Summit 2023 | Utility Week | 20 March 2023 | The Birmingham Conference & Events Centre, Hill St, Birmingham B5 4EW, UK

As inflation and the cost of living in the UK has jumped to its highest in over 40 years, a particular focus on customers has risen to the top of energy networks, retailers & water companies alike. As such, Utility Week will be combining their popular customer centric events under the umbrella name of Customer Summit with day one focused on experience, engagement & driving behaviour change and day two will focus on vulnerability and debt.

Why Attend?
• Hear directly from over 40 different organisations on improving customer services
• Learn from peers on how to use data to identify and support vulnerable customers
• Network with over 125 senior decision makers over 5 hours of dedicated networking time
• Discover emerging technologies, innovations and best practice to take back to your business
• Explore how the industry can collaborate together on water and energy efficiency

2023 Speakers

Alice Williams
Senior Policy Researcher, Citizens Advice

Alun Shurmer
Director of Customer Strategy and Communications, Dwr Cymru Welsh Water

Andrew White
Senior Leader, CCW

Christine Tate
Utilities Programme Lead, Scope

Dan Clarke
Head of Innovation, ENA

Dan Norton
Deputy Director Price Cap, Ofgem

Danielle Duke
Head of Credit Revenue Recovery, Utilita

Ed Rees
Senior Policy Manager, Retail, Energy UK

Edward Allard
Social Programmes Manager, Cadent Gas

Farina Farrier
Social Sustainability Strategy & Programme Manager, UKPN

Ian Cameron
Director of Customer Service & Innovation, UK Power Networks

Jake Reynolds
Associate Advisor – Energy, Environment & Sustainability Policy, the Behavioural Insights Team

James Wallin
Editor, Utility Week

Luke Sculthorp
Head of Strategic Relationships, Chartered Institute of Credit Management

Mark Belmega
Director of Sustainability and Social Purpose, Cadent

Matthew Copeland
Head of Policy & Public Affairs, NEA

Molly Horsley
Head of Purpose, Customer & Community, Scottish Water

Nicola Bailey
Net Zero Energy Policy Researcher, Citizens Advice

Oliver Schoen
Head of Go-To-Market, E.ON Next

Pete Holland
Director of Customer & Wholesale Services, Anglian Water

Phil Steele
Future Technologies Evangelist, Octopus Energy

Philippe Commaret
Managing Director, Customers, EDF Energy

Rachel Ryan-Crisp
Affordability & Vulnerability Lead, Southern Water

Rebecca Wilkes
Consumer Research Team Manager, Energy Systems Catapult

Ruth Shaw
Customer & Stakeholder Experience Manager, National Grid

Samantha James
MD Household Customer Services, Dwr Cymru Welsh Water

Samantha Loukes
Vulnerability Inclusion Manager, Electricity North West

Sarah Oldman
Head of Affordability & Vulnerability, E.ON Next

Scott King
Smart Meter Benefits Realisation Manager, Anglian Water

Steve Crabb
Independent Chair, Energy UK

Steven Dacre
Vulnerability Innovations Lead, Northern Gas Networks

Steven Donovan
TCF & Consumer Vulnerability Lead, OVO Energy

Sue Clarke
Head of Customer Experience, Bristol Water

Sue Tonks
Director of Academy Standards and Quality, Institute of Customer Service

Tanya Sephton
Customer Services Director, South East Water

Thomas Brooke Bullard
Senior Policy Researcher, Citizens Advice

Troy Fisher
Customer Experience Manager, SSEN

2023 Sponsors

CO-SPONSORS:
• DirectID
• IOTICS

ASSOCIATE SPONSOR:
• digdat