24 June 2026 Brussels - Day 2 Of Smart Water Metering & Customer Transformation
CX Strategies, Engagement Models & Operational Lessons To Drive Behavioural Change
24 June 2026, Brussels
CX Strategies, Engagement Models & Operational Lessons To Drive Behavioural Change
24 June 2026, Brussels
Smart water data is transforming not just infrastructure performance, but the way utilities engage, influence, and build trust with customers.
This dedicated day focuses on the practical strategies for turning smart water data into meaningful customer action—whilst carefully managing customer risk, trust, and long-term engagement.
For the first time at a pan-European conference level, smart water metering is being examined through the lens of the customer experience team. Our research conversations revealed that across many public utilities in Europe, dedicated customer transformation, customer strategy, and modern service functions are only just beginning to emerge. In many organisations, customer engagement still sits across billing, account administration, field operations, and engineering-led service teams—often shaped by historical structures rather than customer-centric design. That is precisely why this is becoming such an important conversation: as smart meter data moves closer to the customer, utilities are increasingly recognising that unlocking its full value is no longer simply a technical challenge—it is an organisational, behavioural, and strategic transformation challenge.
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This means looking not only at the strategic challenge of orchestrating organisational change… but also the more granular detail of communications, alerts, behavioural engagement, and increased billing transparency.
In certain European markets, there is also an important political and reputational dimension—as utilities operate under greater public, regulatory, and media scrutiny.
Therefore, utilities are increasingly recognising that smart water data delivers its greatest value when operational teams, customer functions, and communications teams work in much closer alignment.
This event is designed to help make that happen.
Bringing together both sides of the equation—those deploying the technology, and those responsible for turning the data into meaningful customer outcomes.
When reaching out to water utilities across Europe as part of our research for this event, one thing became clear very quickly:
Identifying the people responsible for the customer side of smart metering was not always straightforward.
From Early Adopters To Water Utilities Just Starting Out
In some of the more advanced water utilities, the structure was clear, with established customer service divisions, digital customer teams, and—in some cases—dedicated functions already connecting metering data to billing, engagement, and service performance.
But across many other utilities—particularly municipal organisations—the picture looked very different.
In some cases, metering had evolved out of billing, collections, contracts, or account administration. In others, engineering-led teams were still handling customer escalations around leaks, pressure issues, or water quality complaints. And in some smaller utilities, dedicated customer contact centres simply did not exist.
But one pattern kept surfacing.
The utilities furthest along were not necessarily the largest.
More often, they were the organisations that had already started asking a far more strategic question:
Who actually owns the customer side of smart metering?
At this conference, benchmark how utilities across Europe are structuring ownership around customer data, billing, digital engagement, and service delivery—and where their own organisation may need to evolve as customer expectations, data volumes, and regulatory scrutiny continue to rise.
Through operator-led case studies, attendees will gain practical insight into how leading utilities are breaking down legacy silos—and what governance models are emerging to better connect operations, billing, digital, finance, and customer teams in practice.
Learn From The Early Adopters Reshaping Smart Water Metering
Including:
• Calibrating customer service workloads
• Preparing for billing conversations
• Complaint prevention
• Dispute resolution
• Digital engagement
• Workforce planning
At this conference, participants will hear where these changes are already happening in practice—and how customer teams are adapting before service demand begins rising at scale.
Another theme that surfaced repeatedly during our research was scale.
Running a pilot project is one thing.
Managing thousands—or hundreds of thousands—of customer interactions driven by smart meter data is something very different.
Early adopters are already learning that poorly designed alerts, inconsistent messaging, or unclear billing communication can create unnecessary contact volumes, avoidable disputes, and—in some cases—reduced customer trust.
The utilities making the strongest progress are not necessarily collecting more data.
They are becoming better at operationalising it.
Through practical case studies, delegates will learn how leading utilities are designing:
• Consumption alerts that drive measurable demand reduction
• Leak notifications that trigger early action without creating unnecessary anxiety
• Customer messaging that supports digital adoption
Automation, Vulnerability, And Customer Trust
Another area attracting significant attention is vulnerable customer support.
Many utilities are only just beginning this journey.
Others are already trialling behavioural segmentation, early intervention models, and automated identification of customers who may require additional support.
Automation is also attracting significant interest due to the cost reduction benefits.
But automation done badly can damage trust faster than it improves efficiency.
At this conference, attendees will hear where utilities are successfully balancing automation with human judgment—using data to identify risk earlier, personalise interventions more effectively, and support vulnerable customers without losing the human touch.
Proving The Customer Side Of Smart Water Metering Actually Works
While Day One focuses on the strategic, technical, and operational delivery of smart water metering, Day Two takes the conversation somewhere the market has rarely explored at this level of depth:
Proving the customer side of smart metering.
Not just as a communications and field operations topic.
As a measurable business case.
Utilities, finance teams, and strategy leaders are increasingly asking:
Where is the evidence that behaviour change reduces demand?
Where is the evidence that better communication reduces cost to serve?
Where is the evidence that smarter engagement reduces complaints?
And who already has the operational data to prove it?
Delegates will therefore also leave with a clearer understanding of how leading utilities are connecting customer engagement with operational performance, financial outcomes, and long-term water conservation.
Because increasingly, the customer side of smart metering is no longer simply a customer service issue.
This event can be attended either in person or online.
Each day can be attended independently with a special one-day rate, or as part of the full two-day experience.
We look forward to welcoming you to the conference this coming June.
