Wednesday 14 October 2026

Building Customer Trust Through Network Excellence

Session explores what it means to place the customer at the heart of ESB Networks’ role as a critical national infrastructure provider. It begins by framing the customer in the context of a changing energy landscape, where rising expectations, decarbonisation and increased reliance on electricity are reshaping the relationship between networks and the people, businesses, and communities they serve. The session then examines why customer centricity matters even more in a monopoly environment, where trust, clarity and accountability are essential, before outlining the shift from an engineering-first mindset to customer-centric engineering excellence. Through ESB Networks’ customer excellence model and practical case examples, it will show how insight, root cause analysis and process improvement can translate customer needs into better operational outcomes. The session closes by reflecting on what is being learned and the importance of building customer confidence as a core part of delivering Ireland’s network for the future.