Why Attend As An Operational Manager Or Service Head?

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

How To Ensure That The Frontline Always Makes The Strategy Stick

The researched agenda recognises that transformation is delivered through integrated teams, not isolated functions. These are the groups redesigning customer journeys and ensuring that critical KPIs—like first-time resolution and complaint closure—are achieved consistently. 

You’ll hear how utilities are preparing for:

• The rollout of a national social tariff, including its implications for back-end data systems, eligibility automation, and fair digital journeys
• Building communication architectures that trigger personalised messages at billing pain points, service disruptions, or vulnerability signals
• Designing integrated escalation workflows—where complaints, field events, and digital responses form a single service chain

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. Focusing on what’s working.

You’ll be part of curated conversations about:

• What real integration looks like between billing, vulnerability detection, and field support
• How service recovery and complaints teams are helping shape long-term trust strategies
• How to embed cross-channel coordination—from first contact to final resolution

Expect deep dives into:

• 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 People Doing The Front-Line, Performance Critical Work

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.

Every session helps tie operational effort to board-level KPIs—and connects you with others tackling the same challenges.