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.
This event provides a unique platform for industry leaders to collaborate, share best practices, and discover cutting-edge solutions to transform CX. Attendees will gain valuable insights into leveraging technology, automation, and customer-centric strategies to meet the dual goals of operational excellence and customer satisfaction.
Who should attend?
Members of board, C-level, Senior/Global Vice Presidents, Directors, Heads of departments, Managers from utilities sector involved in:
Customer Experience
Customer Strategy
Customer Engagement
Customer Interaction
Voice of Customer
Digital Transformation
Digital Department
Client Experience
Digital Engagement
Omni-channel Management
Multi-channel Management
Customer Excellence
CRM
Customer Service
Marketing
Sales
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
Why should companies attend?
Here are a few reasons why choosing our conference is the best choice for experts in CX management within the Utilities:
1. Intimate Networking: With a limited number of attendees, you’ll have ample opportunities to network with industry peers, share insights, and build lasting connections.
2. Interactive Format: Our event goes beyond passive listening. Engage in dynamic discussions, participate in workshop, and collaborate with fellow experts to address real-world challenges.
3. High-Quality Content: Benefit from presentations and discussions led by seasoned professionals, providing you with actionable strategies and best practices.
4. Exclusive Access: Gain access to exclusive insights and industry trends, ensuring you stay ahead in the rapidly evolving landscape of CX Management
Workshop:
Driving Continuous CX through Customer Journey Management
Benefits of the workshop:
• Understand each essential step of the Customer Journey methodology, from initial research to
follow-through.
• Move beyond theory by designing a real customer journey through hands-on exercises to map
customer interactions, identify pain points and pinpoint opportunities for meaningful
improvement.
• Explore how embedding Voice of the Customer (VoC) at every stage of the Customer Journey
Management process, using timely feedback and data-driven insights. You’ll be better equipped to
address customer concerns before they escalate and continuously refine the journey.
• Discover effective strategies for uniting cross-functional teams to co-create a seamless customer experience. You’ll learn how to break down silos, align goals and foster a culture of collaboration – all critical to successful Customer Journey Management.