A customer experience revival in utilities

Putting customers at the heart of business strategy to keep pace with the CX revolution

7 December at 3pm GMT & 9 December at 11am GMT | Hosted in our Online Boardrooms

Increasingly, customers are scrutinising the service they receive from utilities companies alongside the likes of Uber and Amazon. Utilities must meet and beat those rising expectations, but with margins or allowed return tightening, companies need a pressure release valve.


This roundtable will bring together senior utilities executives to discuss how to take advantage of new technologies to keep pace with the CX revolution and deliver higher satisfaction throughout the customer lifecycle without further inflating costs.

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Russell Lane

Head of Customer ExperienceUtilita Energy

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Russell Lane, Utilita | Future of Utilities
Russell Lane

Head of Customer Experience

Utilita Energy

Russell Lane is the Head of Customer Experience with Utilita Energy. Ensuring that the ‘voice of the customer’ is taken into consideration within all Company processes, he has worked within the energy sector for over 23 years, nearly 20 years of which was with one of the ‘Big Six’ suppliers. He sees continuous improvement based on customer experiences and feedback as paramount in delivering the service customers expect in a challenging marketplace.

Huw Williams

Contact Centre Industry LeaderUiPath

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Future of Utilities: Huw Williams
Huw Williams

Contact Centre Industry Leader


Huw joined UiPath in October 2018 as customer experience and customer contact industry expert, with over 25 years of working in operational, technical, and consulting roles. Today he helps organisations across all industries to embrace automation in transforming customer and employee experience. Huw is extremely passionate about defining solutions that push the boundaries to introduce exciting new ways of working and dramatically reducing customer effort. Prior to joining UiPath, Huw worked for Genpact as Head of Customer Experience, Europe.

The discussion

90 minutes
Welcome and participant introductions


Keynote presentation: Delivering the best possible service at the lowest possible cost


Roundtable discussion
  • Personalised, frictionless, seamless: designing the ideal customer experience
  • Which channels will dominate the mix over the next five years?
  • First impressions count: designing strategies for seamless onboarding
  • Unpacking the toolkit: from virtual assistants and chatbots, to AI and empowered agents
  • Defining the boundaries of CX digitalisation: when is human intervention essential?
  • Reducing manual effort in customer interactions: devoting more agent time to empathy
  • Leveraging AI-driven analytics while maintaining awareness of data privacy attitudes
  • Overcoming the barriers of legacy systems: how can new technology help?
  • Serving passive consumers: approaches to serving the disinterested customer
  • Restructuring to facilitate constant (re)development: future-proofing business models


Closing remarks

Request an invitation

This roundtable discussion is designed for senior utilities executives within a customer-driven role. 

Fill in this short form if you meet the above criteria and would like to participant in the discussion. All invitation requests will be vetted and approved (or declined) by the organiser.

Sponsored by

UiPath | MoneyLIVE

UiPath has a vision to deliver the Fully Automated Enterprise™, one where companies use automation to unlock their greatest potential. Only UiPath offers an end-to-end platform for automation, combining the leading Robotic Process Automation (RPA) solution with a full suite of capabilities that enable every organization to scale digital business operations at unprecedented speed.

Visit the website here.