3rd & 4th April 2025, Frankfurt
The 2nd CX Management for Utilities conference is a pivotal networking event for the energy and utilities sector, focusing on the growing importance of Customer Experience (CX) in 2025. As the industry undergoes significant transformation, driven by sustainability goals, digitalization, and evolving customer expectations, CX has become a critical factor for success. Utilities are no longer just service providers; they are now trusted partners, offering innovative solutions such as decarbonization programs, smart home technologies, and electric vehicle support.
In 2025, improving CX is more crucial than ever. Customers demand seamless, personalized, and efficient interactions, influenced by their experiences in other industries like retail and technology. For utilities, this means balancing the optimization of traditional operations with the innovation of customer-facing services. The conference will explore strategies to overcome unique challenges, such as regulatory complexities, legacy systems, and the need for data-driven insights to enhance customer journeys.
Key Points:
- CX transformation: Practical pathways to Customer Experience maturity
- Transforming Customer Experience in the Energy Sector: Lessons Learned and Achievements at E.ON
- The correlation between customer experience and employee experience
- Recognizing CX as a continuous journey: Improving Customer Experience is an ongoing process, not a one-off initiative.
- Leveraging Data for CX Transformation
- How utilities can shift from doing digital to being digital?
- Measuring CX success and why it matters
- Adapting to the Energy Transition and Evolving Customer Needs