Gary Adams

With industry regulations shifting to enforce smart water metering in every household across the nation, Northumbrian Water Group wanted to be on the front foot ensuring their business and customer base were ready to embrace the change come 2025 in the smoothest way possible. In an industry with relatively poor customer satisfaction scores according to C-MeX, Gary and his team knew this regulatory change presented a chance for NWG to move the needle and build customer relationships.  

From cultural changes, reskilling and upskilling existing staff members, educating customers, developing a digital strategy and getting boots on the ground into the communities of their customers who will be affected by these changes, Gary has led a truly multi-faceted transformation. In this session, you will learn best practices Gary and his team have adopted over the last few years to give you the secret sauce to planning, building, implementing and maintaining long-term customer transformation projects whilst maintaining customer happiness.