In association with

 

Vlocity | Future of Utilities

VIRTUAL ROUNDTABLE

Creating next-gen customer experiences in utilities

Thursday 18 June 2020

Online at 11am and 3pm BST

 

Future of Utilities and Smart Communications cordially invite you to join the executive utilities virtual roundtable Creating next-gen customer experiences in utilities.

This roundtable will provide guests with an unrivalled opportunity to network with an exclusive group of energy and water professionals and technology specialists to discuss the challenges in customer retention and acquisition as they face increasing market disruption over the next 5 years.

Key topics discussed

Taking place under Chatham House Rule, the group will explore key topics, including:

✓ What does customer centricity really mean in utilities?

✓ What could the utilities supplier market of 2050 look like?

✓ How can utilising technology create opportunities in the midst of increasing competition?

✓ To what extent should data drive customer journeys of the future?

✓ Preparing for a diverse consumer base: which channels will dominate the mix over the next five years?

✓ Serving passive consumers: approaches to serving the disinterested customer

Agenda

The two virtual roundtables, starting at 11am and 3pm respectively, will follow the same agenda and last approximately 80 minutes

Introduction to roundtable

Nick Kelly, Account Director, Smart Communications

Gavin Geekie, Regional Vice President, Energy and Utilities EMEA, Vlocity

Participant introductions

Opening remarks from roundtable chair

Neal Coady, HEM Technology Director, Centrica (11am)

Roundtable discussion chaired by industry moderator

  • What does customer centricity really mean in utilities?
  • What could the utilities supplier market of 2050 look like?
  • What growth strategies should firms investigate to be successful in this market?
  • How can utilising technology create opportunities in the midst of increasing competition?
  • How can utilities gain and increase margins in the future market?
  • What will be the key differentiators at this time? What separates the winners from losers?
  • To what extent are value-added services key to avoiding further commoditisation?
  • Automation for success: How can streamlining processes deliver end value for customers?
  • To what extent should data drive customer journeys of the future?
  • How can companies deliver personalisation to drive better customer experiences, and how do these improved experiences impact the top/bottom lines?
  • Preparing for a diverse consumer base: which channels will dominate the mix over the next five years?
  • How does operating across multiple regions with varying compliance regulations and different languages affect these strategies?
  • Serving passive consumers: approaches to serving the disinterested customer

Closing remarks

End of roundtable

 

Speakers

Neal Coady, Centrica | Future of Utilities

Neal Coady

HEM Technology Director, Centrica

Nick Kelly, Smart Communications | Fuure of Utilities

Nick Kelly

Account Director, Smart Communications

Gavin Geekie Vlocity

Gavin Geekie

Regional Vice President, Energy and Utilities EMEA, Vlocity

Request an invitation

This roundtable discussion is designed for senior executives working for energy or water suppliers, or who work in a network.

Fill in this short form if you meet the above criteria and would like to participate in the discussion on 18 June 2020 at 11am. All invitation requests will be vetted and approved (or declined) by the organiser.

Sponsored by

Smart Communications | Future of Utilities

Smart Communications™ helps businesses move beyond traditional enterprise communications using the most modern architecture and cloud capabilities to deliver a new generation of customer and business communications. Smart Communications serves its customers from offices in North America, Europe and Asia Pacific.  Learn more at www.smart-communications.com.

In association with

Vlocity | Future of Utilities

Legacy systems and manual processes still run the utility industry. Why? Because there has not been a comprehensive solution that specifically addresses the complexities of service, engagement, and sales across the full customer base – residential, commercial, and industrial – Until now.

Vlocity Energy & Utilities provides an enterprise-grade contact center and digital transformation platform, including advanced pricing, sales, and offer management for both your B2B and B2C business. With Vlocity, Energy & Utility companies are consolidating applications and platforms, reducing total cost of ownership, and creating groundbreaking customer and employee experiences.

Visit the website