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Head to Head with Graham Edwards (Wales & West Utilities)

Each week our CEO, Jo Causon interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week is Graham Edwards, CEO of Wales & West Utilities.

About Graham Edwards – CEO, Wales & West Utilities:
Graham has been Chief Executive since start up in 2005, following the acquisition of the Wales & South West gas distribution networks from National Grid. The company owns and operates a network of 35,000 kilometres of pipework, covering almost 20% of the UK and serving a population of 7.5 million people. It has revenues of over £400 million per annum and an asset value of more than £2 billion.

About Jo Causon – CEO, The Institute of Customer Service:
Jo joined The Institute as Chief Executive in 2009. Since then, she has driven membership growth by 150 percent and established the UK Customer Satisfaction Index as the country’s premier indicator of consumer satisfaction, providing organisations with an indicator of the return on their service strategy investment.

Working across the public, private and voluntary sectors, Jo provides strategic advice to boardrooms to raise the standards of service across the UK, providing evidence of the connection between customer satisfaction and operational efficiency and profitability.

You can send your questions in advance by emailing:


Thu 28th October 2021


11:30 - 12:00

Who Can Attend

Open to Members & Non-Members




The Institute of Customer Service
The Institute of Customer Service
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