Member Experience Day – Octopus Energy (19 Nov 2025)

This Member Experience Day is exclusive to members of The Institute. Our inaugural Member Experience Day will be hosted by Octopus Energy at their London headquarters. Jo Causon, The Institute’s CEO, will be joined by Jon Paull, Chief Operating Officer and Joe Richardson, Operations Director and VP at the Institute to host this half day session.

Join us to hear from Octopus Energy on their vision for the future, how they keep customer service at the heart what they do, and drive forward service excellence which has enabled them to deliver award winning customer service.

The day will include hearing from Jon Paull, the Chief Operating Officer and Joe Richardson, Operations Director while offering you an excellent forum to network with fellow members from the UK’s leading organisations.

This session will include: 

• Welcome and scene setting by Jo Causon
• Vision session/presentation by Jon Paull, Chief Operating Officer
• Member presentation session by Joe Richardson, Operations Director:
  • What service means to Octopus Energy
  • What drives our approach to service excellence
  • Future of customer service for Octopus Energy