Serving 20 million customers, UK Power Networks have a monopoly in their industry, meaning that customers only have them to turn to when bad weather conditions cause trouble in their homes.

Living in the UK, you’ll know how unpredictable the weather is, and how storms can emerge quickly, leaving devastation to so many communities. In this instance, UK Power Networks ensures they are ready and able to service customers to the same standard as a BAU day, even when they are experiencing 10-15 times standard call volumes.

In this session, Alex will recount:

• How every single member of the organisation is prepared and equipped to serve customers in a crisis.
• How he built customer-centricity into UK Power Networks from the beginning of his tenure to now, having a robust customer service operations.
• How his team keep customers informed, which makes them feel seen and heard during times of crisis.