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UTILITY WEEK | 5TH - 11TH FEBRUARY 2016 | 27 Customers 1. Technology. Technology is driv- ing the industry in a new direction with smart meters, smart home technology and customer service innovations. 2. Information. Companies must use and share data for the benefit of com- petition and their customers. 3. Trust. Trust can be a valuable asset for utilities and will produce high cus- tomer satisfaction. 4. Engagement. Coupled with infor- mation and technol- ogy, customers can – and are encouraged to – engage with the industry more than ever. 5. Communica- tion. Communica- tion will play a vital role in the smart meter rollout in edu- cating and encourag- ing customers to embrace the new technology. Five key points to take away Utility Week Energy Customer conference sponsored by: Simon Everidge, head of sec- tor for utilities, Unipart Expert Practices "We know that the greatest challenges pretty much boil down to two things: David Bird, director, Eon "We have absolutely seen the difference that ending estimated billing can make. We are starting to see that with smart, we are laying the foundation stage for the techni- cal revolution that is going to dramatically shake-up the energy market." Jo Causon, chief executive, Insti- tute of Customer Service "We don't want research, we want insight. This sector has a huge opportu- nity to really innovate. My view of what smart meters will bring is not just how I manage my energy but thinking about joining it across all different sorts of industries." Rob Salter-Church, Partner, Ofgem "We think a com- petitive market is the best protection for consumers in mak- ing sure they're not paying too much and they're getting a good quality of service. Customers voting with their feet is com- petition in action." their experience of the energy industry can be improved by smart technology. For the people who think smart meters sound good, we are driving awareness. For those for whom it's not a priority, we need to open up their imagi- nation and prove that smart meters are worth it." consistently deliver- ing outstanding levels of service for ever-more demanding customers and doing this while continuing to drive world-class levels of efficiency."