CSBA – Energy Network Workshop

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Richmond Rowing Club

7 Boathouse Drive

Melbourne, VIC 3004


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Increasing energy prices, mortgage stress, lack of wage growth and a host of other social pressures mean that the number of vulnerable customers are increasing – year after year.

To help you create better experiences for your vulnerable customers, we’re bringing CX specialists from inside and outside the energy sector, together with representatives from community organisations – to share ideas, experiences and knowledge.

Through a variety of presentations, case studies, panel discussions, group activities, round table discussions and networking opportunities – you’ll be inspired by the work of others and walk away with a host of ideas, strategies and approaches to share with your team.

Northern Gas Networks UK | Customer Experience Director

Eileen Brown will joining us

This year we’re delighted to have Eileen Brown coming from the UK to join us as our keynote speaker – hot on the heels of being awarded a gold, silver and bronze at the 2019 International Customer Experience Awards.

Eileen will be sharing her experiences developing a world first initiative in conjunction with emergency services in the region to help protect and empower vulnerable customers and communities. Eileen will also update us on the regulatory changes recently introduced in the UK market – a portent perhaps for what to expect for Australian DBs…

Over the course of the day you’ll…

Hear from those at the cold face

A variety of different social researchers and experts will help us all to better understand:

  • the size and scale of the problem
  • why the number of vulnerable customers is increasing – at alarming rates
  • the key social issues, financial pressures and risk factors
  • how we can best help our vulnerable customers

Expert speakers include:

  • Gavin Dufty | Manager Policy and Research St Vincent de Paul Society (TBC)
  • Ciara Sterling | CEO Thriving Communities Partnership

Panelists and contributors will also include experts from:

  • Uniting Vic Tas
  • Good Shepard
  • EAP Provider
  • AER (TBC)
  • Local Government
  • Water

Learn from others in the energy benchmarking program

Through a series of short, sharp and focused ‘Show and Share’ presentations, you’ll see exactly how others in the energy benchmarking program have been responding to customer feedback during the 2019 year.

  • Dr Stephanie Judd | Customer Insights Lead | Ausnet Services
  • Nadia Janevski | Manager Customer & Support Services | APA
  • James Wong | Marketing & Stakeholder Engagement Manager | AGIG
  • Mel Toyer | Lead Customer Communication & Consultation | SA Power Networks
  • Peter Shaw | Senior Marketing Brand Advisor | ATCO
  • Lisa Post | Customer Experience Team Leader | Tas Networks

Be inspired by the work of other organisations

See how other businesses and organisations are working to make things better for vulnerable customers, including:

SA Water – How designing for All Abilities benefits all
Dave Woodmore | CX Design & Deliver Lead

Transurban – Building a new model for servicing vulnerable customers
Cassandra Kingsley | Manager Linkt Assist
Jane Calvert | Community Partnerships Advocate

Jemena– Power Changers Program Improving energy literacy in CALD communities
Emily Duck | CSR Communications

Jane Concalves | Team Leader Energy and Financial Literacy, Uniting VicTas

Get across the latest insights & ideas from the program

The CSBA team will take you through the latest lot of enhancements to the program and showcase emerging insights and trends, including:

Your data as you’ve never seen it
Vic Hodge | Head of Strategic Data Partnerships | Experian
Lani Suwandi | Utilities Research Manager | CSBA

The new dashboard reveal
Dylan McGann | Data Scientist | CSBA

Come the end of day – you’ll leave feeling inspired and full ideas and approaches that can help you empower vulnerable customers.

Last seats reamaining – Register now to secure yours

Date and Time


Richmond Rowing Club

7 Boathouse Drive

Melbourne, VIC 3004


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