Tackling rising customer expectations without inflating costs

Reducing cost, time, and manual effort for senior utility executives

Thursday 2 December, 3pm GMT

Customer expectations are rising across the board which can make it difficult when margins or allowed returns are tight. Until now, delivering excellence heightened cost pressures but companies are beginning to take advantage of efficiency savings across the value chain to prevent waste and divert resources towards value-adding activities.


Join this session to learn how you can improve your customer journey while reducing your cost-to-serve.


Mel Karam

Chief Executive OfficerBristol Water

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Mel Karam

Chief Executive Officer

Bristol Water

Mel Karam is the Chief Executive of Bristol Water plc, having joined the organisation in April 2017. Mel joined Bristol Water from KPMG International where he was a Partner and Global Head of Asset Management.  With over 30 years of experience, Mel has a proven track record in asset management and capital delivery in the power and utility industry. As well as being an Asset Management practitioner, Mel has advised many infrastructure organisations globally on strategy and value creation from their assets.

Mel is an engineer by profession with a First Class degree in Mechanical Engineering and an MBA from London Business School.

Aurelio Olivereira

Chief Financial OfficerEnel

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Aurelio Ricardo Enel | Future of Utilities
Aurelio Olivereira

Chief Financial Officer


Aurelio Bustilho de Oliveira is the Chief Financial Officer at Enel Latin Americas and has more than 20 years of experience in the energy sector.Operating in Brazil, Chile, Colombia, Peru, Argentina, Guatemala, Panama and Costa Rica, and controlled by Enel Group, Enel Latin Americas is the largest privately owned energy group in the region. As of June 30th of 2021, the Company has an installed capacity of 21 GW (70% renewable source) and supplying more than 28 million clients.

Mark Askew

Head of Solutions and ArchitectureEDF Energy

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Mark Askew, EDF Energy | Future of Utilities
Mark Askew

Head of Solutions and Architecture

EDF Energy

Mark leads a team of solution-focussed engineers and architects, building and buying solutions to transform the EDF (UK) operation for their customers and employees. Since joining EDF in 2008, Mark has been in a variety of technology-focused roles, walking the tightrope between experiences, automation, technology innovation and value. Passionately curious, he has led the changing landscape to cloud computing, data analytics, IoT and reintroduced software engineering into the heart of EDF (UK).

As a Dad to a teenage son, Mark is equally passionate about the environment and is proud to be part of an organisation that has a mission to help Britain achieve net-zero.

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.

Up for discussion

60 mins

  • Taking stock on the current status quo: where do the greatest inefficiencies lie?
  • Understanding the technology landscape: what solutions are out there that enable customer support to go the extra mile?
  • Reducing manual effort in customer interactions: devoting more agent time to empathy
  • Interacting seamlessly with industry third parties: how can automation help?
  • To what extent is the UK energy crisis an example of why efficiency gains must be prioritised?
  • Is automation the key to achieving an affordable, Net Zero transition?
  • Just the tip of the iceberg: What will change as utilities transition towards hyper-efficiency?