Re-imagining customer communications: delivering effective customer journeys in energy and water

Harnessing innovation to engage and assist customers at a moment of change

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The energy and water sectors are entering an unprecedented period of upheaval, facing the twin pressures of rising costs and the climate transition. The shifts required to manage these pressures will have customers at their heart. This makes it more crucial than ever that suppliers deliver a communication strategy that engages customers in the required behavioural change while also responding to their needs.


This webinar explores how customer communications can be re-imagined, harnessing the power of innovation to deliver interactions that are personalised and emphatic, building a partnership between providers and customers that can address the challenges and opportunities of this crucial moment.

Discussion points

  • Net-zero during a period of uncertainty: how does the industry manage the twin pressures of the climate transition and rising costs for the consumer?
  • The role of consumption management: what can utilities do to engage customers in meeting the key challenges facing the sector?
  • Tackling costs and winning trust: how can suppliers build meaningful relationships and bring down long-term costs?
  • Staying ahead of the customer: how can utilities better anticipate customer needs and reach out ahead of issues arising?
  • Building a holistic communication strategy: where are the key customer touchpoints to engage customers in building a better future?
  • Harnessing the power of billing: how can customer behaviour be influenced by delivering hyper-personalised interactions that meet their
  • Overcoming the barriers to success: what are key steps to resolving IT bottlenecks and delivering the digital platforms of the future?
  • Putting data at the foundation of comms: what do utilities need to do to unlock the potential of their data to deliver for customers?

Panellists include

  • Louise Walsh, Chief Customer Contact Officer, Utilita Energy
  • Jason Joyce, Head of Technology Group & Infrastructure, E.ON UK
  • Shaunna Berendsen, Chief Innovation Officer, Anglia Water
  • Nick Emanuel, Senior Solutions Architect, Quadient

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About Quadient

Quadient helps companies deliver meaningful interactions with current and future customers. A leading and publicly listed company, the Quadient portfolio of CXM technology enables organisations to transform the experiences for their customers through timely, optimised, contextual, highly individualised, and accurate communications for all channels. Our solutions bring together and activate the entire organisation in the name of customer experience, through better collaboration, visibility into, and orchestration of the customer journey. Quadient supports thousands of enterprise clients and partners worldwide across various key industries, such as utilities in their quest to achieve customer experience excellence via mobile, digital, social media and print technologies.

For more information, visit https://www.quadient.com/en/customer-communications/inspire-evolve

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