ANNOUNCING OUR NEW CUSTOMER EXPERIENCE CO-CHAIRS DANIEL EDWARDS AND CATHIE FILLINGHAM

We are delighted to announce our new Co-Chairs for the Customer Experience network as Daniel Edwards, Head of Customer Operations at Cadent Gas and Cathie Fillingham, Head of Customer Service at Amey.

DANIEL EDWARDS

Dan is a multi-award winning leader with +25 years’ experience in Customer Experience, +20 of those in the utilities industry. He is the Head of Customer Centre Operations at Cadent, and currently leads the National Gas Emergency Service team on behalf of the UK. Dan brings a wealth of leadership, incident management, change management and continuous improvement experience. Passionate about ED&I, ensuring that everyone has an opportunity to grow and succeed.

CATHIE FILLINGHAM

With a wealth of experience in driving exceptional customer experiences, Cathie is proud to serve as the Head of Customer Experience. Passionate about strategic vision and operational excellence, she is dedicated to enhancing customer satisfaction and fostering lasting relationships.

In her current role, Cathie is entrusted with developing and communicating the overarching customer experience strategy across our organisation. Cathie leads a dynamic team focused on continuous improvement, ensuring that our services consistently exceed expectations and align with regulatory standards.

Drawing on her background in contact centre operations management and change leadership, Cathie is committed to driving innovation and embracing emerging technologies to optimise the customer journey. Cathie thrives on collaborating with stakeholders and industry partners to stay ahead of market trends and deliver best-in-class solutions.

As a resilient and forward-thinking leader, Cathie prioritise people development and empowerment, fostering a culture of accountability and excellence within her team. Cathie is driven by a customer-centric mindset and a passion for delivering tangible results that drive business growth and enhance brand reputation.

We look forward to introducing them to the network at the next event taking place online on October 1st.