Neither Customer nor Consumer – a New Model for Water Utilities

Event details

6th December 2011


About the event


SMi’s CPD accredited masterclass, Neither Customer nor Consumer – a New Model for Water Utilitieswill consider the current experiences and methods utilities relate to their customers, and assess the effectiveness of that relationship in meeting users and providers demands. Fresh challenges in the sector will be assessed and we will consider if it would be more effective to consider a new relationship based on water users and active participants in the whole water cycle for utilities to engage with commercial, domestic and political stakeholders in the sector.


Benefits of attending:


  • Address mounting concerns around water stress, affordability and network resilience and the challenges presented to the traditional relationship between Water utilities and their customers
  • Consider the aforementioned relationship and determine whether the models of “consumer” or “customer” can, or should be revised to reflect the integral and dynamic role all water users have in the hydrosocial cycle, and whether such an approach could help utilities solve some of the problems they face
  • Focus on a number of varied problems that water utilities face and what this means for users and the utility companies themselves
  • Collect valuable CPD points through attendance


For further information and the opportunity to register, visit



08.30 Registration & Coffee


09.00 Chairman's Opening Remarks


09.10 Water privatisation and the rise of the customer – a global perspective


09.50 UK water utility strategies , customer priorities and regulation


10.30 Morning Coffee


11.00 The new stresses threatening the customer dynamic


11.40 Possible futures in the UK water landscape


12.20 (How) Can water utilities stay ahead of the wave?


13.00 Chairman’s Closing Remarks

Attendee Information

• Directors/heads of Strategy
• Directors/heads of Operations 
• Directors/heads of corporate affairs
• Directors/heads of customer services
• Directors/heads of environment
• Directors/heads of regulation

Exhibitor information

The SMi Group is a world leader in business to business information. With well over a decade in the business thousands of senior executives from blue chip companies have already benefited from SMi's highly targeted conferences, workshops and publications.