Why Attend This Event as a Customer Transformation Leader?

This initiative has been purpose-built for senior leaders accountable for delivering meaningful customer transformation—not just setting direction, but ensuring that it’s embedded across billing, digital, field services, and front-line support. 

Linking AMP8 Priorities to Execution-Ready Delivery

We connect the big-picture imperatives shaping AMP8 and PR24—trust, vulnerability, affordability, and complaints handling—with the systems, behaviours, and operational coordination required to deliver them at scale. Each session translates strategy into practice, helping you build resilient frameworks that perform under scrutiny and deliver for the customer.

Customer Leaders Are Now Orchestrators of Whole-System Change

The customer strategy role has transformed into a critical command post — positioned at the nexus of customer insight, affordability, billing, field intelligence, complaints resolution, and performance assurance. Today, you hold the levers of trust, transparency, and delivery resilience. This conference will reveal how leading utilities are orchestrating those levers into a unified strategy that builds public confidence while driving operational clarity and measurable outcomes.

Bridging the Gap Between Vision and Execution

Every session has been engineered to pair senior-level foresight with the real-world insight of those executing change—from field operations and billing to digital service and complaints resolution. By integrating both perspectives, we aim to deliver a holistic view of how transformation is being delivered in practice.

Cross-Sector Learning and Operational Affordability in Action

Take affordability. It's no longer enough to have a strategy—you must prove who it reaches, how quickly it acts, and what measurable change it delivers. The agenda goes deep into operationalising affordability support for this reason. You’ll hear how water companies are embedding triggers in billing, detecting vulnerability through smart meter data, and aligning response across departments.

Learning from FinTech, Telco, and Energy

You’ve asked for insights beyond water—and we aim to bring in FinTech, energy, and telco providers who have built responsive, ethical, and effective affordability tools. To see how single customer views, eligibility automation, and proactive nudges are being used to deliver real-time support—and how these models can be adapted for your context.

A Multi-Disciplinary Agenda With Real-World Utility Focus

This is one of the most ambitious agendas we’ve ever built for the water industry — spanning operations, digital transformation, field service, regulation, and behavioural design. But it’s anchored in one thing: utility reality. That reality isn’t uniform. Every water company has structured its customer function and managed its field teams differently. The shape of internal silos varies — and in many cases, everything is being reshaped at once. Designing an agenda that cuts across those structural differences while remaining actionable has been complex — but essential.

Across two days, you'll get tools, checklists, and frameworks designed to help you act immediately—because the deadlines are fixed, the pressure is rising, and the transformation is non-negotiable.