WELCOME TO THE CCW UK EXECUTIVE EXCHANGE

3 - 6 March 2026 | London, UK

Explore the agenda

Request Your Invitation

Louise Walsh

Chief Customer Contact Officer Utilita Energy

Agenda Day Three

12:15 PM MASTERCLASS C: BUILDING TRUST THROUGH PROACTIVE CUSTOMER CARE

In an era of rising expectations and fragile trust, the contact centre can make or break loyalty. Louise Walsh, Chief Customer Contact Officer at Utilita, reveals how she transformed frontline service into a driver of reputation and retention.

Louise will share how proactive care, from clear communication during times of change to support for vulnerable customers, reduces complaints, prevents churn and strengthens both customer and employee confidence.

Anticipate customer needs to prevent issues before they escalate.
Equip advisors to handle sensitive conversations with empathy and authority.
Turn transparency into a competitive advantage.
Apply lessons from highly regulated industries to any customer facing business.

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

Download The Latest Agenda

In Partnership With:

QUESTIONS?

Address: IQPC Ltd, 129 Wilton Road,
London SW1V 1JZ
Telephone: +44 (0) 1135 210 042
Fax: 44 (0) 207 368 9301
Email: enquire@iqpc.co.uk