European Customer Experience Managaement Transformation: Utilities

Translating a transformed customer experience into improved loyalty, competitiveness and direct alignment with the bottom line.

A recent report awarded utilities the lowest scores for customer experience across all sectors and markets. In fact, it was a huge 13% lower that the all-sector average. The report went on to show that Utilities were the only group where feedback indicated that the customer experience had actually worsened in the past 12 months!

Following this report it's no surprise that utility companies across Europe are all united in their drive to improve the end-to-end customer experience to bolster consumer confidence, increase loyalty and strengthen brand reputation.

On 17th – 19th March 2015, a select group of customer experience decision makers from the leading utility companies will meet to formulate and discuss strategies to overcoming the toughest customer experience challenges at the Customer Experience Transformation for Utilities 2015 Conference. They recognise that while customer experience has never been so tough, there are also huge opportunities ahead in terms of improved loyalty, competitiveness and direct alignment with the bottom line.

The utilities industry will be delve into the core of customer experience and debate solutions to the following challenges:

Integrating customer experience across multiple channels
Delivering award winning innovationand customer experience
Translating customer experience into your competitive advantage
Developing strategies to improve the customer experience as consumers increase social media use
Mapping the customer experience through the eyes of your customer
Assessing key steps to building a new mobile customer experience strategy identifying the most effective ways to achieve customer transformation for mobile customers
Achieving successful internal process management as the backbone of customer experience transformation

Artists / Speakers: Nick Proctor Managing Director Amber Energy, David Bird Residential and Customer Operations Director E.ON UK, Lowina Lundstrom Head of Customer Relations Fortum Distribution, Stuart Jones Programme Director 21C Customer Experience BT, Paul Morrissey Professor Liverpool John Moores University, Melissa Gander Managing Director Home Technology Ovo Energy, Neil Pennington Head of Smart Innovation RWE npower, Philip Cullum? Partner Consumer and Demand-side Insight Ofgem, Gordon Rutherford Head of Marketing and e-Commerce AXA Insurance Neil Denley Chief Operating Officer Cooperative Energy