We tend to value what we can measure. Yet some of the most valuable outcomes are often the ones that never appear in the data.
Connections are often treated as a secondary outcome — something that happens alongside the ‘real’ work of insight, analysis, and strategy. Yet, in practice, those connections are often where the real impact sits.
In my role, much of my work centres on measurable outcomes: attendance, engagement, and content performance. These indicators are valuable, but they rarely capture the full impact of bringing people together. What has become increasingly clear is that some of the most valuable outcomes happen beyond what any dashboard can capture. They emerge through conversations, shared frustrations over common challenges, and the gradual building of relationships that last well beyond a single event or interaction.
The MEUC Community provides an interesting lens through which to observe this. It brings together a wide range of stakeholders — energy and water users, suppliers, consultants, technology providers, and policy influencers — each operating within the same arena, but often from very different vantage points. On paper, it is a diverse network. In practice, it is a space where those different perspectives begin to overlap.
Knowledge can be shared quickly. Trust takes longer to build. That trust is developed through repeated interaction, shared experience, and open dialogue. It is also what gives professional communities their real strength.
We are all busy. Priorities differ, pressures vary, and the pace of change — particularly in the utilities sphere — often makes it difficult to look beyond immediate operational concerns. In an environment where a quick email, a Teams call, or even AI can provide instant answers, setting aside time to engage with peers can feel difficult to justify. Yet that time is becoming increasingly valuable.
Events like April’s Buying and Using Utilities Live help to bring this into focus. While the formal agenda delivers structure and expert insight, much of the lasting value often comes from the quieter conversations around it. A discussion over coffee. A challenge raised between sessions. A follow-up conversation sparked by a shared concern. These are often the moments where ideas begin to evolve.
These interactions do not always create immediate, visible outcomes. They do not necessarily translate into instant decisions or measurable actions. But they often contribute to something more gradual: a shift in understanding, a broader perspective, or an idea that may shape future decisions.
This creates an interesting tension. We are well equipped to measure participation, but far less so to measure influence. We can see who was in the room, but not always what changed as a result of them being there. And yet, when speaking to members, it is often these less tangible outcomes that are highlighted as the most valuable.
There is also an important element of trust underpinning all of this. In a sector shaped by volatility, regulatory complexity, and increasing pressure to deliver on sustainability targets, there is significant value in having access to a network of peers who understand the same landscape. That trust is not built overnight. It develops over time, through continuity.
As the energy and water sectors continue to evolve, the challenges facing organisations are becoming increasingly interconnected. Cost pressures, decarbonisation, regulation, and resilience are no longer separate conversations; they are part of a wider, more complex system. Addressing these challenges will require more than access to information. It will require shared understanding, open dialogue, and a willingness to learn from different perspectives.
From where I sit, data will always matter. It helps us refine what we do and ensure we are delivering visible value. But some of the most important outcomes will always sit just beyond measurement. The challenge is not to measure everything. It is to recognise the value of what cannot always be measured.