Customer Track
Oct 20, 2026
3:30 PM3:50 PM
Writing for the machine: how Thames Water rebuilt its knowledge base for AI
Speakers:
Janette Pincott
Thames WaterHead of Change & Contact Centre Support
Toni Jarvis
Thames WaterHead of Agent Experience
JP
Janette Pincott
Thames Water
Head of Change & Contact Centre Support
Description
Janette Pincott is the Head of Change & Contact Centre Support within Thames Water's Customer Experience Transformation function. She leads the Change Management, Business Readiness, Knowledge Management and Quality Assurance teams, helping to ensure that transformation initiatives are successfully delivered, adopted and embedded across the Retail business. In this senior leadership role, Janette is responsible for driving strategic change, operational excellence and customer-focused improvements, ensuring colleagues have the knowledge, tools and support they need to deliver outstanding customer experiences. With a strong focus on continuous improvement, governance and people-led change, she works across the organisation to translate complex transformation programmes into meaningful outcomes for customers, frontline teams and the business.
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