Future of Utilities Water Inverse

The UK’s Premier Water Industry Event

 21-22 March 2022 | Hilton Tower Bridge | London

Future of Utilities: Water returns with a jam-packed 2 days of fresh ideas, top-level speakers and opportunities to network with other innovators.

 

With the sectors’ ambitious 2030 net-zero target on the horizon, now is the time to define the priorities to tackle this decade of change. This is the opportunity to hear the strategies to fuel innovation, improve your customer experience, build a smart and sustainable network, and meet that crucial carbon neutral goal.

Experience Everything

Collaborate on the biggest issues

Now is the time to discuss, strategise, and innovate on the solutions to meet Net Zero and build an industry fit for the future.

Future of Utilities Summit 2021
Future of Utilities Summit 2021

Grow your network

We have all learned that there’s nothing better than in-person connections. Shake off your zoom fatigue and make face-to-face connections that will fuel your business agenda.

Be inspired by industry-leading insight

Listen in to expert panel discussions and presentations from CEOs and hear the latest ideas that will drive your strategic direction.

Future of Utilities Summit 2021

Speakers

Future of Utilities: David Hinton

David Hinton

Chief Executive Officer, South East Water

Steve-Trippier, Anglian Water | Future of Utilities

Steve Trippier

Group Chief Information Security Officer, Anglian Water

Future of Utilities: Zoe Burns-Shore

Zoe Burns-Shore

Chief Customer Officer, Yorkshire Water

Future of Utilities: Richard Walwyn

Richard Walwyn

Chief Technology Officer/Chief Digital Officer/Head of Asset Intelligence and Innovation, Severn Trent

Dr Toby Willison

Director of Environment and Corporate Affairs, Southern Water

Tom Lissett

Bioresource, Energy & Carbon Services Director, United Utilities

Future of Utilities: George Gerring

George Gerring

Partnership Director, Environment Agency

Tamsin Lishman, Northubrian Water | Future of Utilities

Tamsin Lishman

Asset Management Director, Northumbrian Water

Loading...
Show More

Hot Topics

The c-suite perspective on Net Zero

From exploring new channels of energy production and becoming an operationally greener business, to engaging customers in sustainability initiatives, hear the experts share their thoughts on the journey to net-zero.

Boosting industry innovation

Innovation is the key to building a water industry that is fit for the future. Learn the strategies to overcome internal obstacles to champion and collaborate on future initiatives.

Smarter thinking for asset maintenance

Get smart with aging infrastructure with insights from the experts on how to tackle leakage, optimise maintenance and harness the power of network data.

Supercharging customer engagement

How do you engage the customer in the hyper digital, post-pandemic world? Re-think the supplier-customer relationship and hear how you can build a supportive, value driven experience for your customers.

Capitalising on the circular economy

With sustainability a top priority, investing in nature-based solutions and green initiatives are must. Hear from the experts on the circular economy and learn how to engage customers, communities, and non-sector stakeholders on future projects.

Future skills, strategies and operations

What does the workforce of the future look like? Learn how to forge your workforce with the skills needed to meet the operational changes the industry faces.

Agenda

Expand All add
Collapse All remove

Day 1
Monday, 21 March 2022 21 Mar

Day 2
Tuesday, 22 March 2022 22 Mar

09.30

Welcome address and chair's opening remarks

Session 1

Shaping a water industry fit for the future

Read more add
Read less remove
09.40

Keynote address

Building a greener future: delivering on priorities to reach 2030

The water industry faces a huge challenge to deliver on its ambitious goal to achieve net zero emissions by 2030. With change needed at all corners of the business, defining the short-term priorities to meet that long-term goal will be the key to success. David will give an insight into how South East Water is tackling this decade of change and share his thoughts on how water suppliers should prepare for the journey to unfold.


Future of Utilities: David Hinton
David Hinton

Chief Executive Officer
South East Water

Read less remove
10.00

Interview

Enhancing resilience and sustainability: what’s next for network digitalisation?

  • What does a resilient network look like for water suppliers and how far is digitalisation helping to reach that goal?
  • Assessing the tech transformation needed to reach net zero: where should suppliers be focusing their attention?
  • What innovation will be needed to ensure better management and application of network data?

Read less remove
10.20

Keynote address

Becoming a trusted partner for the customer: meeting evolving needs and cultivating mutual value

The pandemic has shaped a new set of needs for the customer base, from increased demand for digital channels to financial support schemes. Zoe will consider how the water industry can enhance its operations and evolve its relationship with customers to create a satisfying service, build trust, and engage customers.


Future of Utilities: Zoe Burns-Shore
Zoe Burns-Shore

Chief Customer Officer
Yorkshire Water

Read less remove
10.40

Leaders’ Forum

A bold new way of operating: becoming a smarter industry

  • Continued impact of the pandemic on business operations: how have short-term responses settled into long term trends?
  • Achieving Net Zero by 2030: what impact has this goal had on changes already in progress?
  • Serving the customer: how should suppliers adapt to meet evolving financial needs and digital behaviours?
  • Tackling the debt crisis for both household and non-household customers: challenges of providing continued support
  • Digitalising an aging network: assessing challenges and opportunities and how suppliers can ensure a cohesive collection of data
  • Optimising conditions to achieve Net Zero: creating the regulatory conditions to support a thriving innovation culture
  • Embedding lessons learnt from PR19 into PR24: what needs to change?

Future of Utilities: David Hinton
David Hinton

Chief Executive Officer
South East Water

Future of Utilities: Zoe Burns-Shore
Zoe Burns-Shore

Chief Customer Officer
Yorkshire Water

Read less remove
11.15

Refreshment break

Session 2   |  2 × Streams

Read more add
Read less remove
STREAM
Customer Stage: Riding the wave of the evolving customer engagement landscape 1
Infrastructure Stage: ‘Smart’ thinking across the network 2

Customer Stage: Riding the wave of the evolving customer engagement landscape

11.45

Keynote

Satisfying the customer of today: providing a smooth and valued dialogue

Today’s customer expects a quality, seamless service and understanding engagement. As other industries have perfected their digital platforms, disruptive CX trends have transformed the expectations customers have of their water suppliers. With engagement in the spotlight, Sue will give an insight into how Bristol Water is meeting evolving customer needs, and will address the ways the industry can improve its communication with customers.


Future of Utilities: Sue Clarke
Sue Clarke

Head of Customer Experience
Bristol Water

Read less remove
12.05

Interview

Optimising information sharing across the business: tapping into the power of digital platforms

  • What does effective data management look like for water suppliers and what obstacles stand in the way of achieving this?
  • Pulling data into a digital platform: how should organisations best visualise their data?
  • Empowering people across the business with access to digital platforms: what more can be done?

Read less remove
12.20

Panel discussion

Aware, informed and engaged: reshaping the supplier-customer relationship

  • Engagement in the post-pandemic, hyper-digital world: what changes have been most long-lasting?
  • Simultaneously improving engagement and protecting networks: tapping into the power of digital reporting platforms
  • What different forms does loyalty take in different types of customers and how can organisations improve on this?
  • Building-back trust: identifying the right approach to combat negative public perceptions
  • From circular economy projects to blockages: strategies for engaging local communities and businesses to help overcome core network problems
  • Fostering collaborative partnerships with non-household customers: doing more together on the road to Net Zero
  • What can water companies in the consumer market learn from experiences with non-household customers?
  • The future of engagement: what steps should the industry take to maintain a mutually valuable and open relationship with its customer base?

Dawn Creighton, Northumbrian Water | Future of Utilities
Dawn Creighton

Head of Customer Strategy & Experience
Northumbrian Water

Future of Utilities: Molly Horsley
Molly Horsley

Senior Leader Corporate Affairs
Scottish Water

Read less remove
12.55

Case study

Whether in-person, online or collaborative: engaging with non-household customers to tackle network issues

Blockages caused by fat, oils and grease present an abundance of disruptive and costly challenges for water networks. By forging collaborative partnerships with non-household customers, water networks can provide education, support and solutions to work towards a mutually beneficial future. Elvira will share Southern Water’s experiences in engaging with the hospitality industry to successfully tackle wastewater issues and protect the sewer network.


Future of Utilities: Elvira Gabos
Elvira Gabos

FOG & Unflushables Manager
Southern Water

Read less remove

Infrastructure Stage: ‘Smart’ thinking across the network

11.45

Panel discussion

Making the leap from automation to AI: towards a more informed network view

  • Reaching smart network goals: assessing the pace of digitalisation
  • From automation to AI: what internal challenges are water companies facing in taking automation to the next level?
  • How can suppliers maximise the long-term value of early-stage investments?
  • From cities to the highlands: ensuring consistent implementation and overcoming geographical challenges
  • The whereabouts of water: leveraging an informed network to tackle water scarcity and reach sustainability goals
  • From reskilling to redistributing teams: assessing the impact of network digitalisation on the workforce
  • A more informed future: what possibilities can be opened up with widespread implementation of automation and AI

Future of Utilities: Martin Jackson
Martin Jackson

Head of Strategy and Product Management
Northumbrian Water

Future of Utilities: Dr Hande Cote
Dr Hande Cote

Head of Digital Maintenance Transformation
Anglian Water

Read less remove
12.20

Interview

Harnessing the power of network data

  • Harnessing consistent and structured data from across the network: developing future-proof data strategies
  • Building a picture of customer consumption: how can data on water usage be used to tackle sustainability issues?
  • Drawing on data for more informed water resource management: what strategy holds the most potential?

Read less remove
12.40

Case Study

Putting smart into action: using intelligent solutions to tackle leakage

Network leakage continues to be one of the water industry’s biggest challenges. Pilot schemes have been launched across the sector to test the capability of smart technology to predict leakage, enhance maintenance, and reduce operational costs. Nial will share how Welsh Water have been trialling the abilities of unexploited dark fibre to prevent leaks in water and wastewater networks.


Read less remove
12.55

Case Study

Intelligent solutions to tackle wastewater management: exploring the value of AI

As sewer blockages and pollution incidents continue to burden the water industry with high repair costs and reputational damages, integrating AI solutions can enable organisations to move to a model of predictive wastewater maintenance. Jody shares how Wessex Water has trialled an AI empowered sewer network to enhance maintenance efficiencies and reduce wastewater pollution, and discusses the next steps in the organisation’s AI journey.


Jody Knight

Asset Technology Manager
Wessex Water

Read less remove
13.15

Lunch

Session 3   |  2 × Streams

Read more add
Read less remove
STREAM
Customer Stage: Holistic support and seamless experiences: next-level CX strategies 1
Infrastructure Stage: Visualising the future of asset management 2

Customer Stage: Holistic support and seamless experiences: next-level CX strategies

14.30

Fireside Chat

From tech natives to the digitally vulnerable: adding real value with CX transformation

  • Meeting every need: what does real value mean to different kinds of customer?
  • Identifying and smoothing over digital pain points: key challenges and potential solutions
  • Embedding a human touch throughout digital journeys: how can this be done well?

Future of Utilities: Matthew Tasker
Matthew Tasker

Head of Digital Channels
United Utilities

Read less remove
14.50

Interview

From contact centres to self-serve: crafting omnichannel experiences

  • Building a 2022-ready channel mix: meeting the needs of today’s customer
  • Ensuring a cohesive omnichannel experience across all platforms: exploring the challenges and solutions
  • From data management to analytic capabilities: improving data sharing across multiple customer touchpoints

Read less remove
15.05

Case Study

Providing excellent customer experience: lessons from the competitive market

Since the competitive market opened in 2017, non-household suppliers have been under pressure to develop compelling CX offerings, propositions and products to go above and beyond for their customers. Peter will showcase Business Stream’s journey to perfect their CX strategy and develop value-add services that inspire loyalty in their customer base.


Read less remove
15.20

Panel discussion

Managing an era of long-term support: supporting vulnerable customers and navigating the debt recovery

  • Understanding the broad church of vulnerability: towards more a nuanced approach
  • The evolution of support since the pandemic: how have needs changed for retail and non-household customers?
  • Identifying customers before they fall into financial hardship: leading with a technology-led approach
  • From supporting accessibility needs to extra care teams: serving customers in a more empathetic way
  • Assisting with affordability: implementing a flexible approach to billing
  • Cross-utility data sharing: a collaborative approach to the identification of vulnerable customers
  • Embedding compassion into the business: towards a kinder future for customer service
  • Ofwat’s role in future change: what extra support might the industry need?

Future of Utilities: Pete Holland
Pete Holland

Director of Customer and Wholesale Services
Anglian Water

Alex Belsham-Harris, Citizen Advice | Future of Utilities
Alex Belsham-Harris

Principal Policy Manager, Energy Retail Markets Policy
Citizens Advice

Read less remove

Infrastructure Stage: Visualising the future of asset management

14.30

Case Study

Getting smart with aging infrastructure: experiences of optimising maintenance

Tackling aging pipes under financial pressures has previously caused the industry to adopt an increasingly unsustainable repair or replace approach. Embedding smart solutions across the network is enabling organisations to move to a predictive model, presenting opportunities for a resilient, cost-effective and sustainable future for asset maintenance. Rob will discuss South West Water’s experience in utilising new technologies and asks what’s next in the industry’s smart journey.


Read less remove
14.50

Interview

Towards a predictive model of asset management: harnessing data analytics to accelerate the journey

  • Optimising existing data management approaches: creating firm foundations for future innovation
  • Developing analytics capabilities: integrating insights to build an informed network-wide view of asset health
  • Predictivity in action: leveraging data to enhance decision-making and network resilience

Read less remove
15.10

Panel discussion

The tech-led operational shift: assessing the impact across the business

  • Assessing the impact of digitalisation on operations: what changes have had the most impact in recent years?
  • What further changes to operations could be expected as the sector moves to a more predicative model of asset maintenance?
  • Leveraging data sharing across the business to boost operational efficiencies
  • What changes might further digitalisation bring to the workforce and how can organisations start to prepare?
  • Sharing trial experiences and best practise: encouraging sector-wide communication to maximise the value of future investments
  • Looking towards the next decade: how might regulation need to evolve to support the sector through the next wave of change for asset management?

Future of utilities: Paul Harper
Paul Harper

Director of Asset Delivery
NI Water

Future of Utilities: Graham Lunt
Graham Lunt

Head of Digital Assets
Thames Water

Read less remove
15.55

Refreshments

Session 4

Towards a new normal for industry innovation

Read more add
Read less remove
16.20

Panel discussion

Reflections on the Innovation Fund and beyond: next steps for boosting industry transformation

  • Learnings from the Innovation Fund so far: has it started to set out what it intended to achieve?
  • How have different parts of the sector felt the benefits?
  • What can be learned from other initiatives within the water industry aiming to boost innovation?
  • Looking inside the business: how can water companies overcome internal silos that are slowing down innovation efforts?
  • Gearing up to Net Zero: assessing the impact on innovation processes and priorities
  • Investing in innovators not innovation: developing the workforce through reskilling and recruitment to fuel future change
  • What can the water industry learn from other utilities who are ahead in their innovation journey?

Future of Utilities: Selwyn Rose
Selwyn Rose

Innovation Strategy Manager
United Utilities

Read less remove
16.55

Interview

Using tech to enhance operational agility: freeing up time for innovation

  • Identifying backend inefficiencies: what pain points are inhibiting innovation?
  • Overcoming siloed operations: leveraging the right tech to enable more fast paced change within the business
  • Ensuring agile workflows: rethinking team structures to foster maximum innovation

Read less remove
17.10

Keynote

From the fear of failure to financial constraints: routes to champion innovation

From ambitious green targets and the effects of climate change to aging infrastructure, the water industry is faced with challenges on all fronts. Robert will share how Thames Water is tackling these challenges head-on by championing a culture of innovation throughout the business that encourages the flow of new ideas, a data-driven approach to risk, and takes an agile approach to change.


Read less remove
17.30

Keynote

Sharing best practice to fuel innovation: collaborating within the sector and beyond

From technological and digital weaknesses, to enhancing energy efficiency and supporting vulnerable customers, providers must look across the industry and beyond to find the solutions to these challenges. In this keynote, Richard explores how Severn Trent have opened up new channels of innovation. As their business and operating models evolve, what new kinds of collaboration might come through and why is it so important to share best practise?


Future of Utilities: Richard Walwyn
Richard Walwyn

Chief Technology Officer/Chief Digital Officer/Head of Asset Intelligence and Innovation
Severn Trent

Read less remove
17.50

End of day and drinks reception

09.25

Chair's opening remarks

Session 5

The journey to net zero: becoming an operationally greener business

Read more add
Read less remove
09.30

Keynote address

Tackling an ambitious Net Zero goal: exploring the green solutions to meet the industry’s biggest challenge

The water industry’s 2030 Net Zero target is an ambitious commitment. Reaching this goal will require a major change in the way the industry operates across all aspects of the business. Becoming more energy efficient, exploring the potential of nature-based solutions and adopting a circular economy are an important step towards this greener future for the industry. In this keynote, Toby will explain how Southern Water has begun to implement green solutions in its efforts to enhance sustainability, heighten resilience, and meet the industry’s carbon neutral goal.


Dr Toby Willison

Director of Environment and Corporate Affairs
Southern Water

Read less remove
09.50

Keynote address

The energy revolution: exploring alternative strategies for a clean and efficient industry

Becoming an energy efficient business is a key requirement for the industry to meet its environmental goals. Becoming more “carbon efficient” includes extending production of heat and transport renewables alongside changing the way we operate treatment processes and purchase energy. In this keynote, Tom will explain how United Utilities is exploring new channels of clean and efficient energy production and is planning its next phase of decarbonisation to support its long-term ambition of net zero.


Tom Lissett

Bioresource, Energy & Carbon Services Director
United Utilities

Read less remove
10.10

Interview

Boosting energy efficiency: applying smarter working throughout the organisation

  • Crafting smarter workflows and business processes: where can technology be most useful?
  • Defining best practice: what steps should companies take to drive operational efficiency across the business?
  • From recycling waste to generating green energy: how can smarter working strategies be used to reduce carbon emissions?

Read less remove
10.30

Panel discussion

Collaborating on the circular economy: customers, communities, and non-sector stakeholders

  • Defining the circular economy: who, what, when, where, how?
  • How are collaborative partnerships with third parties currently fuelling green initiatives?
  • From water conservation to bio-diversity: how can suppliers best communicate the benefits of the circular economy for non-industry players?
  • Building a convincing case for the customer: assessing how companies can best inform customers of their role to play and the potential benefits it may bring
  • What special tactics might be needed to reach local community groups and why is this so important?
  • Collaborating with local government and environmental charities: outlining the best approach to win their financial and strategic support
  • How might regulatory support and policy signals need to adapt as nature-based solutions become more commonplace across the industry?

Future of Utilities: George Gerring
George Gerring

Partnership Director
Environment Agency

Shaunna Berendsen, Anglian Water | Future of Utilities
Shaunna Berendsen

Head of Innovations
Anglian Water

Speaker photo, Future of Utilities
James Harrison

Head of Asset Management
Yorkshire Water

Malcom-Horne
Malcolm Horne

Director of Environment
Severn Trent

Read less remove
11.05

Refreshment break

Session 6

Preparing for the world of real-time data

Read more add
Read less remove
11.35

Panel Discussion

Implementing the opportunities of real-time data across the business: harnessing live and accurate insights

  • What does data-driven mean for water and how close are suppliers to achieving that goal?
  • Making the leap to real-time: what obstacles are water suppliers currently facing?
  • Quality control: what steps should be taken to improve data quality?
  • Combating geographical inequality: how can companies collect equal levels of live data from across the network?
  • From tackling leakage to asset maintenance: assessing the challenges of moving towards a more predictive model
  • Gaining insight: harnessing data analytics to present a broader picture of customer behaviour
  • Assessing new challenges for security: identifying weak points and offering added protection
  • How can companies leverage data analytics to enable lasting business change?

Future of Utilities: Tim Stanley
Tim Stanley

Head of Data and Analytics
United Utilities

Future of Utilities: Athena Zitrou
Athena Zitrou

Head of Business Analytics
Scottish Water

Kevin Parry

Head of Data
Dwr Cymru Welsh Water

Read less remove
12.10

Interview

Unlocking the power of AI: using live data to develop a more resilient network

  • Assessing the potential of smart networks to ensure resilience in the face of climate change
  • Building a scalable smart network: anticipating future change and evolving customer needs
  • Navigating the cybersecurity challenge: identifying challenges and solutions in the new digital landscape

Read less remove
12.25

Keynote

Is cyber security your biggest and least understood risk?

The utilities sector is considered an attractive and potentially vulnerable target for large scale damaging cyber and cyber-physical attacks that could result in business disruption and widespread impact on essential services. Steve will discuss why the industry has this reputation and highlight why as we move towards a digitally transformed, connected and data-driven future, cybersecurity must become a key priority for all utility businesses. Steven will share Anglian Water’s journey to embedding cybersecurity at all levels of the business and how this focus is making a positive difference.


Steve-Trippier, Anglian Water | Future of Utilities
Steve Trippier

Group Chief Information Security Officer
Anglian Water

Read less remove
12.40

Lunch

Session 7

A new way of working

Read more add
Read less remove
13.55

Panel discussion

Supporting the workforce of today: adapting in the face of industry change

  • A post-pandemic and digitalised workforce: what long-term working trends are emerging in water?
  • Factoring in other national or international trends for the future of work: how might water feel the impact?
  • How is network digitalisation reshaping field force deployment and unlocking new capabilities on the job?
  • Empowering front-line workers to make data-driven decisions: getting the right information to the right people
  • Leveraging recruitment and reskilling existing staff to unlock new opportunities across the business: how can this be done well?
  • Towards a more diverse future for the industry: what initiatives should be developed and what advantages could this bring?
  • Aligning this change with industry growth and organisational restructuring: ensuring operational agility

Future of Utilities: Debbie Wood
Debbie Wood

Head of Resourcing and Development
Wessex Water

Future of Utilities: Luke Sambridge
Luke Sambridge

Head of Business Excellence and Transformation
Affinity Water

Tamsin Lishman, Northubrian Water | Future of Utilities
Tamsin Lishman

Asset Management Director
Northumbrian Water

Read less remove
14.30

Interview

Increasing efficiencies in field force management: unlocking the power of digitalisation

  • Pinpointing existing inefficiencies: where, what, why?
  • Identifying the right skills: how can AI be used to allocate the right worker for the right job?
  • From video calls to automated status reporting: how are new technologies unlocking new capabilities for the workforce?

Read less remove
14.45

Keynote

Working from the pandemic to net-zero: building a greener, digitally savvy and more diverse workforce

From meeting Net Zero as an industry to becoming an increasingly digitalised business, the transformational changes on the horizon will usher in new kinds of jobs and skillsets. These changes will run parallel to the development of post-pandemic employment trends and a movement within water to boost diversity in the sector. Tania will share how Affinity Water is developing the workforce with new skillsets, tapping into exciting new recruitment strategies and championing an innovation culture that fuels fast-paced future change.


Future of Utilities: Tania Flasck
Tania Flasck

Director of People
Affinity Water

Read less remove
Session 8

Assessing the regulatory relationship

Read more add
Read less remove
15.10

Interview with Ofwat

Building a common value framework: working together to drive real industry change

  • Lessons from PR19: what can the industry and regulator learn from the process and what impact will it have on future regulation?
  • Planning for PR24: how will key learnings from the CMA appeals inform the next review?
  • Creating a balance between the need for long-term investment and protecting customer interests
  • Assessing the challenges of developing a framework that better encourages and accelerates innovation
  • How will the net zero commitment change the future path of regulation?

Read less remove
15.45

Chair’s closing remarks and end of conference

Tickets

Loading...

Standard

 

£1,595.00 + VAT

 

- +
tickets

Water Companies Rate*

save £300 Early Bird Until 17 December

£695.00 + VAT

Full Price £995.00 + VAT

- +
tickets

Your Order

You haven't added any tickets yet!

Total £0.00

Buy Tickets

Who Attends

We have some of the industries leaders attending this years event!

Sponsorship Opportunities

Thought Leadership

Taking part in a fireside chat, fielding a pundit or participating in a panel discussion alongside industry leaders are just some of the thought-leadership opportunities for you to showcase your insight and expertise.

Branding Awareness

You want to ensure your brand is front of mind with senior players in the utilities world. Using multiple channels across Future of Utilities, we have the megaphone to tell your story and increase visibility of your brand.

Lead Generations

We get industry leaders, you form lasting connections with those who have genuine buying power. From 1-2-1 meetings via a VIP concierge, to bespoke roundtables, the opportunities are endless.