Wednesday 26 May
08:05
Registration
08:50
Opening remarks from the chair
Mike Swanston
Principal
The Consumer Advocate
Transforming operations to meet the increased expectations of energy customers
09:05
CASE STUDY: How Origin’s digital transformation is helping to get energy right for customers
- Building an internal digital team focussed on customer experience
- Leveraging superior customer service to retain and win customers in a post DMO and VDO market
- Using data for better customer insights and solutions
- Building a platform for future digital solutions
Jon Briskin
Executive General Manager, Retail
Origin Energy
09:35
Streamlining operations and improving customer satisfaction
Elldre Keyser
Vice President Managed Services
Agility CIS
09:55
CASE STUDY: Creating a new experience for solar and batteries – how UPowr is transforming home energy technologies
- Designing customer experiences for energy that are digital focussed
- Understanding and responding to customer preferences
- Privacy and personalisation – the need for both
- Mitigating choice paralysis
Kiya Taylor
Chief Customer Officer
UPowr
10:25
Morning tea in the expo hall
Retailing in “the big stick” environment – meeting current and future regulatory requirements
10:55
Meeting consumer expectations - what retailers need to be aware of
- Results of Energy Consumers Australia consumer sentiment survey
- Keeping abreast of the policy and regulatory whirlwind
- Simple steps to avoid the unwanted attention of regulators
Lynne Gallagher
Chief Executive Officer
Energy Consumers Australia
11:25
Impact of rapid change and reform on customer experience and engagement
- How a return to price regulation has affected key energy retail outcomes
- Dealing with the unintended consequences of regulatory reform
- Can innovation thrive and deliver for customers in the current environment
- How does the retailer of the future adapt and succeed to the new normal?
Shannon Hyde
Chief Executive Officer
Simply Energy
11:55
Ensuring the integrity of consumer data in the changing technology landscape
- Recognising the changing relationship between consumers and companies
- How CDR will impact comparison and advice services
- Understanding consumer energy data safety in regard to household IoT
Lauren Solomon
Chief Executive Officer
Consumer Policy Research Centre
12:25
Networking lunch in the expo hall
13:25
Putting customers at the centre of operations to transform service, build trust and grow business
- Hearing from customers first-hand - exposing senior leaders to the frontline
- Identifying pain points - engineering interactions for simplicity and efficiency
- Equipping frontline staff with the right tools and information, automating processes and driving digital transformation
- Opportunities arising from customer-centric operations; loyalty, affordability and collaboration across the energy industry
Christine Corbett
Chief Customer Officer
AGL Energy
Remaining relevant whilst technology rewrites how consumers interact with energy
13:55
Unleashing the powerhouse of load flexibility
Peter Brindley
Vice President Business Development APAC
Enbala
14:15
PANEL DISCUSSION: Do consumer demand response programs achieve the results to make them worthwhile?
- Is it necessary to subsidise the cost of installation of cycling down technology?
- Can sharing demand response data and analytics with customers be an effective way to influence behaviour?
- How should energy companies shape trial of demand response in consumers?
- Do DR programs encourage the right behaviour in consumers?
Moderator:
Michael Dart
Executive General Manager Community, Customer and Corporate Affairs
Energy Queensland
Panellists:
Peter Price
Head of Corporate Strategy
Energy Queensland
Phil Blythe
Chief Executive Officer
GreenSync
Melanie Koerner
Principal
CutlerMerz
Lynne Gallagher
Chief Executive Officer
Energy Consumers Australia
15:05
Afternoon tea in the expo hall
Increasing profitability with new products and services
15:35
Turning the tide on churn with dual AI engines, your data and your behavioural hack
- Assessing the size of the customer churn problem in Australia and why it’s worth our attention
- Prediction AI tells us precisely who will leave, but that doesn’t solve anything
- Treatment AI combined with your behavioural hack saves customers
Libby Dale
Co-Founder
SmartMeasures
15:55
Disruptors – how entrants are looking to capture retail market share
- Appealing to the increasing sophisticated demands of consumers
- Game changing shifts in the way energy is sold
- Is regulation is strangling innovation in the energy sector?
- Are your customers with you because they are loyal or lazy?
Moderator:
Mike Swanston
Principal,
The Consumer Advocate
Panellists:
Chris Thompson
Chief Executive Officer
Amber Electric
Kiya Taylor
Chief Customer Officer
UPowr
Yann Burden
Chief Customer Officer
DC Power Co
Phil Blythe
Founder and Director
GreenSync
Luke Blincoe
Chief Executive
ReAmped Energy
Brett O’Donnell
Vice President Customer Acquisition Solutions
Agility CIS
16:40
Closing remarks from the Chair
16:45
End of Future Retail Stream