Field Service Asia 2019

12 - 14 November, 2019

Amara Sanctuary Resort Sentosa, Singapore

65 6722 9455

Carly Irving, General Manager, Customer and Market Operations at Energy Queensland

Carly Irving


General Manager, Customer and Market Operations
Energy Queensland

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

Download The Latest Agenda

Day 1- Wednesday 13th November 2019

Wednesday, November 13th, 2019


2:35 PM Utilities - Panel Interactive: The industry undergoing a profound transformation – How can you empower your team with the right tools to deliver safe, reliable power?

In this innovative and interactive format, spend 25 minutes listening to a best-practice panel discussion before the moderator challenges you as an audience to find a solution to one of their key challenges. You’ll then engage in a small interactive roundtable discussion before each group presents its conclusions to the audience. You will surely be able to take away different approaches to the same challenge from your fellow industry peers.

3:50 PM Case Study Interactive: VOC at the heart of your digital transformation – How to keep pace with the digital age, streamline workflows and automate processes to gain more efficiency and reduce cost and headcount

Carly is responsible and accountable for Energy Queensland permission to operate within the community, by efficiently managing operational costs, effectively managing operations across the state, building and maintaining relationships and trust through education, community engagement, consultation with all their customers and delivering on their expectations. As General Manager, she leads a diverse team across the state that includes major customer connections, customer services and operations, major customer’s project reforms, customer analytics, Meter to cash, market interactions, emergency customer management, social media, communications, customer engagement and customer advocacy. Hear from
Carly on how you can avoid common mistakes on the journey and best practices for a digital overhaul that puts the customer at the heart of it:

•How to highlight innovative tools that can ease pain points in the field
•How to test multiple ways of doing things, especially with respect to the collection and use of data
•How to developing new processes and putting the VOC at the heart of it
•How to marry technology with human capabilities
•How to realign your organizations to function in a digital environment
•How to establish new customer engagement touch points