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Tony Cocker, chief executive of Eon, will participate in a live interview with Utility Week's editor in chief Ellen Bennett at Utility Week Congress. Ahead of this appearance, Cocker offers some thoughts on energy sector competition and the perceived homogeneity of suppliers: "Research we con- ducted recently found that well over 50 per cent of British people felt that trust was the most important aspect to maintaining a rela- tionship. This is a view we share because at Eon our goal is simple: we want to be our cus- tomers' trusted energy partner. "To really achieve this involves not just desire and focus but an unrelenting deter- mination to make the necessary changes in order to deliver what our customers ask of us. For example, we've worked to transform all aspects of the ser- vice we provide to our customers, right from how people join us to how we ensure we sort out a problem should one occur. "This process hasn't been easy and it remains especially tricky in a sector where the impres- sion is often that identikit companies offer all-too-similar products and services – an opinion which is not true. But we are achieving results in all aspects of our UK operations because we believe in the changes we are making. "Through our words and our actions our customers can feel that we are listening to them, that we believe in doing the right things right and we are offering valuable help. This is how we will achieve our goal." Sacha Deshmukh is chief executive, Smart Energy GB, a company responsible for the smart metering public engagement campaign. With the challenges of this implementation programme looming large in 2016, Deshmukh will define his expectations for a customer-centric smart meter rollout for delegates at Utility Week Congress. Ahead of this presentation he comments: "Over 1.6 million smart meters have already been installed in homes and microbusi- nesses across the country. "The national roll- out of smart meters will transform the way that British consum- ers buy and use their gas and electricity and will help build a more transparent and mutually beneficial relationship between energy suppliers and their customers. "The Competition and Markets Author- ity's investigation into the energy market has identified smart meters as an essential part of improving consumers' experience by bringing an end to estimated bills and, in future, making it easier to shop around for energy. "In the longer term the rollout will help the industry to secure Britain's future energy supply as well as improving customer service, via smart grids and time-of-use tariffs." Johanna Dow, chief executive of Business Stream has worked in Scotland's competitive non- domestic water market since its first days. At Utility Week Congress she will outline what factors she believes make a market work for consumers. Ahead of this presentation she comments: "The English non- domestic water sector has a once-in-a-life- time opportunity to create a new competi- tive market that will drive efficiencies and innovation. "However, there's a lot of work to be done to ensure that there's a level playing field, workable margins, and standardisation. "We need to make sure we look at the issues from the cus- tomer's perspective, and learn the lessons from the successful creation of the Scot- tish market. This will be essential if the reforms are to be suf- ficiently bold to deliver the intended benefits." UTILITY WEEK | 11TH - 17TH SEPTEMBER 2015 | 27 Community Speaker perspective