Live & Online Business Conference, 2 & 3 December 2025
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Ensuring Trust Is Earned At Every Touchpoint
This conference connects high-level strategy with the operational systems and behaviours that truly shape customer experience.
From affordability and field service to billing design and complaints resolution, we bring delivery reality into the spotlight.
Customer Experience Transformation Is Now Pivotal
Even before Sir John Cunliffe’s report on the future of the UK water industry, utilities were already recalibrating their approach to customer experience, affordability, and billing in preparation for AMP8 and PR24. What was once advisory is fast becoming non-negotiable.
Customer-focused metrics are now becoming enforceable. Reputational risk tied to trust, support for vulnerable customers, and complaint reduction is now a frontline concern. For every utility, this moment demands more than strategic technology upgrades; delivering impact here depends on embedding new behaviours and system-wide coordination.
Introducing the Water Industry’s First Dedicated Customer Transformation Summit
That’s why we’ve built the water industry’s first fully dedicated event on customer transformation—designed not only for customer service leaders, but for those driving change across billing, digital platforms, field operations, affordability programmes, and complaints.
The agenda is grounded in execution—focused on how utilities can overcome legacy system constraints, unlock value from operational data, redesign billing journeys, and embed trust-building behaviours across every function.
Over Two Days, You’ll Hear Firsthand How Utilities Are:
- Navigating regulatory expectations and meeting PR24/AMP8 metrics
- Breaking down CX silos across smart metering, leakage response, and complaint resolution
- Embedding affordability support directly into billing and collections workflows—with real-world examples of what's working and what still needs refinement
- Aligning field engineers, digital service agents, and back-office teams around a shared customer view
- Adapting proven tactics from banking, retail, and energy—where ethical escalation, proactive vulnerability detection, and behavioural nudges are already driving measurable results
- Examining the potential for using AI, analytics, and contact strategy redesign to humanise digital channels—ensuring automation enhances empathy, not just efficiency
AMP8 Is Changing More Than Targets—It’s Redefining What Counts as Success
Since May 2025, as part of the strategic research underpinning this event, we engaged directly with over 20 UK Heads of Customer Strategy, alongside 15 operational leaders responsible for billing, field services, and complaints resolution. We’ve also benchmarked insights from 15 progressive international water utilities to understand how customer transformation is being approached on the global stage.
A consistent message has emerged: trust is the new currency. It’s being quantified across every customer interaction, digital touchpoint, and internal decision-making loop.
Learn how to co-ordinate interventions that rebuild trust and meet new regulatory metrics, including:
- Designing multi-channel trust-building strategies that reach customers early and prevent escalation
- Aligning affordability support with predictive insight—targeting renters, shared households, and hard-to-identify vulnerable groups
- Reducing complaint volumes with proactive service design, automation, and escalation pathway redesign
- Building integrated customer insight engines—linking contact, billing, leakage alerts, smart meter data, and field operations into one action loop
- Balancing digital innovation with empathetic communication—where AI tools support rather than replace the human element
- Creating cross-silo coordination between field, billing, and support teams to deliver consistent, frictionless service
Expect a structured look at the problems—and the paths others are taking to solve them.
- How utilities are mapping trust signals across customer journeys—and acting on them before reputational risk build
- Turning complaints data into a proactive CX improvement engine
- Structuring trust-building KPIs that align with PR24 enforcement, AMP8 accountability, and real customer priorities
What You’ll Learn: Addressing Friction Points, Finding Quick Wins, and Strategic Scaling
We’ll dive deep into how utilities are addressing key friction points—whether it’s billing confusion, smart metering rollouts, or leak reporting—and how they’re doing it at scale. We’ll look at how the most forward-thinking utilities are creating insight engines that combine contact data, usage patterns, complaints, and field alerts into one transformation pipeline. And we’ll benchmark how utilities are supporting affordability ethically—especially for renters, shared households, and transient customers.
AI That Supports Field Teams, Contact Centres, and Customer Lives
We’ll also explore how the latest generation of AI tools can support proactive, context-aware customer communication. Whether it’s supporting field agents with real-time insights or helping contact centres manage complex emotional cases, we’ll show how human-first design being trialled and how it could be scaled up.
Join the Water Industry Leaders Who Are Setting the Pace For 2026 & Beyond
Visit the “Why Attend” section of the site to see how this event connects strategic roles—like Heads of Customer Strategy—to operational leads in billing and field service.