“If customers know their company is listening because it wants to – and not because someone has told it to – they are more likely to accept that it is trying to deliver value for money.”

Dame Yve Buckland will speak in January at Utility Week’s Water Customer Conference 2015 on the benefits customer engagement will bring to the water industry in the wake of the 2014 price review.

Personal notes

What has been the most successful or challenging experience in your career and what did you learn from it?

The establishment of CCWater and witnessing the value it has delivered for customers over the past decade. We’ve been able to put customers much more at the heart of the water industry, with water companies and Ofwat also becoming much more customer-focused in their approach.

The added challenge has been speaking up for customers against the backdrop of being periodically reviewed by successive governments. This could have been a major distraction but I’ve learned just how resilient our staff are and we have emerged from each review with flying colours.

Identify five people you would invite to your dream dinner party and why?

Bob Dylan. I am a long-standing fan of his music and if he was in a good mood he might even give us a turn.

Margaret Thatcher. It would be great to hear the former prime minister’s reflections on her vision for water privatisation.

Sylvia Pankhurst. Simply for her desire to change the lives of ordinary working women. She’d also give Margaret Thatcher a run for her money.

Mahatma Gandhi. He could remind us all how we should behave – although I’m not sure he’d accept the invite.

Coco Chanel. To bring some style to the event and hopefully a lovely little present for the host.

Name four items you keep
on your desk/with you at work that reveal something about your interests/personality.

My desk in Birmingham is used as a hot desk for board members so I try to limit the personal items I leave on it. But there is a photo of my family on a happy day, as they are the biggest priority in my life and remind me of what’s really important for all of us.

My iPad and mobile phone are permanently attached to me because CCWater takes me to every corner of England and Wales and they help me to stay in touch with the office.

Finally I have to mention a person rather than an object – my brilliant PA Jenny Grant who keeps me on the straight narrow and helps me to maximise everything I am able to bring to this role.

The main event

The Utility Week Water Customer Conference 2015 takes place on 21 January at the Holiday Inn, Birmingham City centre. #

Speakers include:

•    Dame Yve Buckland, chair, Consumer Council for Water

•    Richard Khaldi. senior director, customers & casework, Ofwat

•    Heidi Mottram, chief executive, Northumbrian Water

•    Jonathan Harding, head of customer services, Yorkshire Water Services

•    Gary Dixon, domestic retail director, United Utilities

Find out more at www.uw-watercustomer.net