WEBINAR
Towards pre-emptive CX: the next phase of utilities customer engagement
Now available on-demand
Check out some key moments from the webinar:
"On my tombstone, it’ll say 'she was reliable'"
Abdul’s CX strategy bible
What can I get from AI that I can’t do myself?
Customer satisfaction in utilities is improving, but the sector continues to lag behind banking and retail on the UK’s Customer Satisfaction index. Rising inquiry volumes, growing service complexity driven by smart grids and electrification, and persistent labour and skills gaps are putting traditional CX models under pressure.
At the same time, AI has fundamentally evolved. It is no longer limited to simple automation. It can now reason, decide, and take action. Yet many organisations remain stuck in pilot phases, struggling to translate AI potential into real operational impact.
This session explores how leading utilities are closing that gap with Agentic AI. Rather than focusing on technology alone, this panel will show how AI Agents are being deployed as a virtual workforce to handle high-volume service interactions, support human agents, and orchestrate end-to-end customer journeys.
- Why are fast responses no longer enough? What do utilities customers expect today?
- Where does Agentic AI deliver the fastest value in utilities CX?
- Identifying hidden friction: how can AI and real-time journey orchestration pinpoint the “silent” points of failure in digital journeys?
- Contact centre AI in practice: where are the real efficiency gains? How can AI and human agents be balanced most effectively?
- From resolution to relationship: how can timely, personalised interventions deepen the customer-supplier relationship without feeling intrusive?
- What does it take to move from isolated use cases into scaled transformation?
- As AI takes on more autonomy, what will a fully orchestrated customer journey look like? Is the sector ready?
Panellists include:
Emma Fletcher
Innovation Director- Octopus Energy Homes
Octopus Energy Group
Abdul Khaled
Director of Transformation
E.ON – Vandebron
Edward de Mas Latrie
Director AI & Agentic
NiCE
About NiCE
NiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organisations to innovate and act, from interaction to resolution. Trusted by organisations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organisation, delivering proven measurable outcomes.
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Lewis Suckling Business Development Manager Future of Utilities
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