Taking customers to heart

摘要

The last price review saw regulator Ofwat put pressure on the water companies to engage with their customers, and customer-centric outcomes were included in business plans to bring the customer to the heart of operations. Against this backdrop, the Water Theatre at Utility Week Live on May 17 will host a thought-provoking session on what the future holds for customer trust and confidence, and how companies can embed new thinking and processes. Ofwat delivery director Georgina Mills will be revealing how the regulatory process can help to put customers first, while Tony Smith, chief executive of the Consumer Council for Water (CCWater), will be on hand to give insight into what customers want from their water supplier.