Water & Wastewater Treatment

Hot topics For be er or worse, customer switching between suppliers has become a key measure of u lity market compe veness. In energy, despite a surge in the levels of inter- supplier switching in 2016, the persistence of wide ranging customer iner a has provided grounds for sustained industry cri cism – par cularly with regards to disengaged customers si ng on standard tariffs. It is hoped that the arrival of smart metering, alongside industry projects to improve the speed and ease of the switching process, will help address this thorn in the side of energy retailers. In the U lity Week Live Customer Solu ons Theatre representa ves from the Data Communica ons Company, the brains behind the smart meter IT system, and Energy UK will bring updates on these schemes, highligh ng progress and remaining challenges. Almost undoubtedly, these challenges will include cost management and mi ga on for companies who are on-boarding new IT systems and processes. Expert advice will also therefore be on hand to improve understanding of opera onal cost control in u li es straining to keep up with mandated – and op onal – investment programmes. Monopoly or no monopoly, water companies have run out of excuses for lagging other sectors in the applica on of innova on for improved customer experience. In part, unfavourable comparisons with the customer-centricity of sectors like internet retail and financial services can be addressed via smart technologies which allow bespoke customer experience and support. As compe on develops in the non-domes c water sector, it is expected that such technologies will play a key part in differen a ng retailers, and regulator Ofwat has been clear it expects customer-focussed innova on and efficiency enhancements to spill back into the domes c arena, crea ng be er experiences for all. But technology alone will not ensure a posi ve customer experience. Process and culture are the fundamental building blocks for success. In the U lity Week Live Customer Solu ons Theatre, Ofwat's John Ashley will bring delegates up to speed with the regulator's latest thinking on service performance measurement, while leaders from household and non-domes c water retailers reveal their work to create customer-centric work cultures. Teresa Perchard, chair of Affinity Water's Customer Challenge Group, will bring the voice of the customer directly into the midst of this industry event. Switching Customer-centric water services Book your free ckets today www.u lityweeklive.co.uk | 15

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