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Customer Experience Management for Utilities
| Venue: | TBA | ||
| Country: | London, United Kingdom | ||
| Start Date: | End Date: | ||
| Categories: | Business Services | ||
CONFERENCE DESCRIPTION
The Customer Experience Management for Utilities conference is a premier conference to be held in this field and will be having talks and discussions about driving revenues, customer acquisition and retention with the best possible in class customer experience. The conference will bring together a number of senior customers experience executives from the utilities supply sector as well as some best-in-category external industry leaders and industry regulators who will throw more light on maximizing customer satisfaction.
The Customer Experience Management for Utilities conference will have several interesting and engrossing sessions which will help the participants of the conference immensely in gaining more knowledge about the field.
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Conference Programme
Day 1 Programme, 09-May-2012
Summary : The conference starts with registration,discuss on developing cost-effective strategies for customer service.
08:30 AM - 08:50 AM
Registration and Coffee
08:50 AM - 09:00 AM
Chairperson's Welcome and Opening Address
09:00 AM - 09:10 AM
INTERACTIVE ICEBREAKER SESSION: Interactive Scenario Solving and Role-Play
09:10 AM - 09:50 AM
KEYNOTE: How do we Drive Great Customer Experiences in a Tough Environment? By Listening and Thinking like Customers
Lynda Campbell, General Manager, British Gas
09:50 AM - 10:30 AM
CASE STUDY: Transforming Customer Service: Doing the Right Thing for Our Customers, Our People and Our Brand
Natalie Beckerman, Customer Service Director, Thames Water
10:30 AM - 11:00 AM
INTERACTIVE SESSION: SPEED-NETWORKING: Like Speed Dating, But Without the Pressure to Commit
11:00 AM - 11:20 AM
Networking Coffee Break
11:20 AM - 12:00 PM
REGULATOR SESSION: Regulator Panel Discussion: Metering, Billing and Customer Care
Philip Cullum, Partner, Consumer and Demand-side Insight, OFGEM
12:00 PM - 13:00 PM
REGULATOR SESSION: Breakout Discussion Sessions
Philip Cullum, Partner, Consumer and Demand-side Insight, OFGEM
13:00 PM - 14:20 PM
Networking Lunch Break
14:20 PM - 15:00 PM
CASE STUDY: The Customer Experience Transformation Programme at E.ON
Adam Elliott, Director, NPS Centre of Excellence, E.ON
15:00 PM - 15:40 PM
CROSS-INDUSTRY CASE STUDY: Changing the Customer Experience: CEM in Practice at Deutsche Telekom
Jan Gottstein, Head of Quality and Customer Satisfaction, Deutsche Telekom
15:40 PM - 16:20 PM
CROSS-INDUSTRY CASE STUDY: Embedding Customer Experience into Your Company Culture
Meltem Uysaler, Senior Vice President, Customer Service EMEA, Citigroup
16:20 PM - 16:40 PM
Networking Coffee Break
16:40 PM - 17:20 PM
FIRST WORKGROUPS Developing Cost-Effective Strategies for Customer Service
17:20 PM - 18:00 PM
SECOND WORKGROUPS Developing Cost-Effective Strategies for Customer Service
Erik Bockweg, Head of Customer Services, Holland, Electrabel (GDF Suez)
18:00 PM - 00:00 AM
Chairperson's Closing Remarks and End of Day One
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