Why Attend As a Manager of Field Teams & On-Site Customer Service Reps?

As well as engaging customer directors responsible for orchestrating strategic change, we’ve made a deliberate effort to involve the leaders and managers of the practitioners on the ground—those whose work determines whether customer transformation is truly delivered or merely discussed.

These are the people who don’t just interpret strategy—they bring it to life.

The researched agenda recognises that transformation is delivered through integrated teams, the groups redesigning customer journeys and ensuring that critical KPIs—like first-time resolution and complaint closure—are achieved consistently. 

You’ll hear how they’re delivering faster resolutions, reducing complaint volumes, and rebuilding trust through joined-up service execution:

• Customer service and contact centre teams, who shape how issues are escalated—or resolved—on first contact
• Field operations teams, whose interactions during smart metering, planned      works, or leakage response shape live customer sentiment
• Billing and collections teams, who handle high-stakes moments and enable support      for vulnerable customers
• Affordability leads, embedding outreach, ethical escalation, and household-level support into day-to-day workflows
• Digital and CX teams, responsible for clear, empathetic journeys across online, mobile, and automated channels
• Complaints and service recovery specialists, driving the learning loop that links root causes to system-level improvement

Strategy Needs a Delivery Plan—We’ve Built That Into Every Panel

We haven’t separated the strategy talk from the delivery detail. Each session connects “strategic endgame” with “how,” ensuring strategic ambition is immediately tied to operational feasibility—and that both leadership and frontline teams are part of the same conversation.

Expect co-led sessions—bringing strategy heads and delivery managers together to unpack what works, and where friction still exists.

For instance, issues facing customer teams today span the full service spectrum: from billing pain points and vulnerable customer support to reactive complaints, digital misfires, and field visit tensions. Each moment can either build trust—or damage it. 

That’s why our session design ensures every themed conversation—be it about affordability, smart metering, or complaint reduction—is delivered through dual lenses: strategic intent and operational execution. No abstractions—only what’s working.

Expect deep dives into:

• Optimal scripts to handle different situations 
• What it takes to reduce escalations by embedding resolution at the first point of contact
• How field teams are surfacing vulnerability insights and improving coordination with back-office teams
• What billing and digital leaders need from IT, regulation, and data teams to remove the blockers to seamless service

Built Around You—The Leaders Managing The People Doing The Frontline Work In The Field 

Whether you’re managing billing systems, delivering affordability support, owning digital comms, or leading service recovery, this event has been built with you in mind.

You won’t just hear what’s wrong—you’ll be given tools, checklists, and proven frameworks to make things better. Every session helps tie operational effort to board-level KPIs—and connects you with others tackling the same challenges.