Water UK EventsInnovation Hub 2014
Outline for the day

Water UK

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For the day's agenda please click here or see below.

Outline for the day:

9.00am Registration

9.30am Innovation Hub welcome
Pamela Taylor, Chief Executive, Water UK

9.40am Customer culture: embedding a customer-focused culture into your organisation
Led by: Richard Bienfait, Chief Executive, Affinity Water

10.00am Panel: Lessons learnt from other sectors and regions
Chaired by: Helen Phillips, Director of Customer Service and Networks, Yorkshire Water
Dhruv Chowdhary, Senior Manager - Customer Strategy, Accenture
Andrew Bryan, Associate Director, Henley Centre for Customer Management
Grant Delzoppo, Director, Commercial Products, Metro Bank
Laura Jamieson, Director - Head of Customer Experience Improvement, Barclays
Tom Standring, Director - Development, MWH Treatment

11.00am Networking break

11.30am Debt and Affordability
Led by: Chris Loughlin, Chief Executive, South West Water

11.50am Angela Smith MP, Shadow Minister for Water

12.10pm Helping struggling households. How effective partnerships can make a real difference
Adam Scorer, Director, Consumer Futures, Citizens Advice

12.30pm Working in Partnership showcase
Joanna Elson OBE, Chief Executive, Money Advice Trust
Diane McCrea, Chair of the Wales Committee, Consumer Council for Water
Scott Morrison, Strategic Partnerships Manager, Money Advice Service

1.00pm Networking lunch

2.15pm Customer of the future: designing the customer experience
Peter Farrer, Chief Operating Officer, Scottish Water

2.25pm Introduction
Jan Bowen, Executive Partner, IBM Global Business Services

2.35pm Discussion hubs
Roundtables will tackle the issues surrounding the customer of the future, including: understanding who they are; how to engage with them; what matters to them, and what do we aspire to be?

3.45pm Closing remarks

4.00pm Conference close



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