2017 Vic YWP Professional Development Series Seminar 1: “Customer Centricity”

20 April 2017

The first 2017 YWP Professional Development Series Seminar kicked off with a series of presentations on “Customer Centricity”. Located in the Jacob’s office, our four wonderful speakers explored the impact customers have on both the water industry and technology for the future. Overall the night was extremely successful and provoked many discussions during the networking to follow. 

The night started with a welcome from our sponsors, Jacobs and KBR. It was then onto our first speakers, Marcus Crudden and Sarah Dennis from the Essential Services Commission. Marcus and Sarah provided an insight into why the 2018 pricing review is focusing on the role of customer engagement particularly early in the process, and how this ongoing engagement can influence water authority strategies. Some unique approaches to incorporating customers into key decisions were discussed including the “Citizens Jury” which is being implemented by Yarra Valley Water this year. 

Our next guest speaker was Hamish Reid, Customer General Manager at South East Water. Hamish gave an overview of South East Water’s strategic customer engagement research and how these findings are driving the utilities business and their pricing submission. Hamish discussed how South East Water are more accurately capturing increased expectations from customers, and innovative technology that can be implemented to better communicate with consumers. He explored the challenge of meeting the future needs of customers to ensure utilities are ahead of the game.

Following Hamish our final speaker Charlie Richardson, Energy Consumer Services lead at Accenture, provided a non-water industry perspective. Charlie presented a number of fascinating cutting edge technologies that are set to revolutionise markets in the near future. From machine learning and artificial intelligence, to virtual reality and collaborative consumption. His presentation, while vastly different to the others, was engaging and provided the audience with some thought provoking topics and ideas and generated a lively discussion about how these technologies may shape the future of the water industry.

The evening concluded with some refreshments and networking, and was a thoroughly enjoyable and educational night. Once again we would like to thank our sponsors for the night, Jacobs and KBR. Jacobs, who were generous enough to be our hosts for the evening provided the attendees with fantastic hospitality. We would also like to thank our speakers who were fantastic and really made this event enjoyable for all.  
Thanks to our sponsors

Series Partner

Series Host