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
TJ
Description
A transformation leader with extensive experience across programme, project, continuous improvement and product management in complex, global organisations. She combines strategic insight with disciplined execution, translating ambition into prioritised portfolio programmes of change, practical delivery plans, and measurable outcomes. Currently responsible for establishing and delivering a multi-year strategic programme of change to create a more connected technical estate, introducing new AI tools and driving continuous improvement initiatives that enhance both customer and agent experiences across all channels. Her approach integrates stakeholder engagement, governance, technology, process and people impacts from the outset, ensuring change is not only delivered but adopted, sustained and continuously improved in operational use. Recognised for collaborative leadership, commercial judgement and a pragmatic focus on value, Toni connects concept to execution and turns strategy into tangible business outcomes.
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