Key USP's & ROI Drivers

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The Only Place Strategy and Frontline Delivery Solve the Same Problems Together

Brings strategy leaders and delivery managers into the same rooms—because change only sticks when both sides act together.

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Designed for Both UK and International Utilities Under Regulatory Pressure

Builds a shared space where UK water companies and overseas counterparts can learn from and challenge each other in real time.

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Built on What the Cunliffe Review Made Urgent

Every session is grounded in the real-world failures, reforms, and expectations called out in the most significant UK water review in decades.

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Tackles the Customer Trust Crisis Head-On

Doesn’t shy away from the hard stuff: complaints, vulnerability, service failure, and what it takes to win trust back.

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Field Teams Are at the Table, Not Just the Back Office

Includes managers from smart metering, leakage, and planned works—because the customer experience happens just as much in the street as on the screen.

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The Only Event That Puts Complaints in the Spotlight—Strategically

Workshops and case studies on how to turn complaints into trust signals, performance metrics, and funding arguments.

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Real Operator-Led Case Studies—Not Vendor Theatre

Built around water companies actually doing the work—not just selling ideas.

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Global Benchmarking You Can Actually Use

Shows what utilities in countries like Australia, Sweden, Singapore, and Ireland are doing better—and what UK teams can apply right now.

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Bridges the Gap Between Digital, Billing, Field & Affordability Teams

Sessions are deliberately mixed to connect silos—no more isolated comms, billing or metering journeys.

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Focused on What Gets Delivered, Not Just Discussed

Every session pushes toward operational next steps—not just thought leadership.

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No One Left Behind: Built for Leaders, Practitioners, and Frontline Managers

Whether you’re running a digital roadmap or managing the complaints queue, the content meets you where you are.

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Social Tariff Delivery Gets Its Own Spotlight

One of the first events to explore what it really takes to implement national social tariffs with automation, equity and speed.

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Designed Around the New Accountability Era in Water

Recognises that the old metrics no longer count—customer performance is now tied to regulatory survival.

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Where Vulnerability, Field Ops, and Digital Finally Join Up

Focuses on how to spot, support, and communicate with vulnerable customers—across every channel and team.

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Turns Proactive Comms from a Buzzword into a Blueprint

See real examples of SMS/email triggers, outage alerts, and high-usage messages that actually reduce complaints.

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Helps You Make the Business Case for Investment in CX

Practical guidance on using complaints, billing pain points and affordability risk to unlock internal funding.

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International Delegates Welcome and Embedded in the Agenda

Content curated to reflect shared global challenges—not just UK-only nuance.

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Built on Execution, Not Hype

Every session includes tools, workflows or decision frameworks—not just ideas.

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Cross-Regulator Relevance: From Ofwat to Your Own National Body

Sessions designed to help attendees anticipate what their own regulator will do next—by seeing how the UK is unfolding.

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Only Event That Tackles Both Complaints and Prevention in Tandem

Two workshops—one on recovery, one on prevention—giving you a full-cycle approach to customer pain points.