Kit Wilson

Director of Customer and Developer Services Dŵr Cymru Welsh Water

Executive Exchange Day Two - Wednesday, 5th November 2025

9:30 AM PRESENTATION: REBUILDING TRUST THROUGH TRANSFORMATION: LEADING CUSTOMER SERVICE CHANGE AMID COST PRESSURES AND PUBLIC SCRUTINY

In the midst of the largest investment and most radical transformation the water sector has ever seen, discover what it takes to deliver operational transformation at scale while keeping customers informed, engaged, and supported in the face of rising costs and public scrutiny.

• How to lead a technology and operational transformation in a highly regulated, traditionally low-profile sector facing increased public attention

• Communicating the “why” behind major service and cost changes to retain trust and deliver on environmental and customer impact goals

• Lessons learned from transforming internal platforms and services under intense operational and public pressure

Check out the incredible speaker line-up to see who will be joining Kit.

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