Luke tells us about Affinity Water's transformation journey since 2019, which has won many awards for its approach and delivery, both within the UK and Globally. Luke will explain how the transformation started through the development of clear customer and colleague insight, which lead to a journey of change which impacted their customer focus, colleague processes and capability as well as the deployment of new systems to enhance experience. Along the way Luke will share some of the lessons learnt, from creating a platform for change, engaging with leadership and driving improvements through every layer of the organisation.