Future Retail Stream

Wednesday 17 February

in-depth learning sessions plenary day   re-engineering the grid

                                                  C&I energy management   generation 2.0   

                                                        energy policy forum     register


Opening remarks from the chair

Mike Swanston
The Consumer Advocate

Transforming operations to meet the increased expectations of energy customers
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

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 Marketing Officer

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

Morning tea in the expo hall
Retailing in “the big stick” environment – meeting current and future regulatory requirements
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
Director, Research
Energy Consumers Australia

Is the National Energy Charter effective in rebuilding consumer trust in the energy sector?
  • Why join the charter?
  • Complying with the charter and communicating these reforms with customers
  • Responding to the first assessment of the Charter: scrutinising prices, reliability, customer service and emissions reductions

Sabiene Heindl
Energy Charter

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

Networking lunch in the expo hall
Remaining relevant whilst technology rewrites how consumers interact with energy
Creating a level playing field in retail energy and the role of subscription
  • Defining the urgent changes required for a competitive and transparent energy market
  • Understanding the restrictive trade practices and sharp commercial policies that dominated the mobile industry before the paradigm shift to subscription
  • Lessons from the mobile subscription economy to ensure successful energy subscription

Peter O’Connell
Chief Executive Officer

Partner presentation
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

Afternoon tea in the expo hall
Increasing profitability with new products and services
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?


Mike Swanston
The Consumer Advocate


Peter Price
Executive General Manager Asset, Safety & Performance & Head of Corporate Strategy
Energy Queensland

Tim Nichols
Commercial Strategy Manager

Phil Blythe
Chief Executive Officer

Harnessing big data to enable monitoring of entire systems and ensure safer and more secure networks
  • Benefits to Energy Queensland and partners such as Springfield City Group in delivering innovative energy outcomes for its residents
  • Gaining consumer trust through channels such as the Energy Charter mindful of future impact of Consumer Data Rights legislation
  • Using network data and machine learning to make predictions and decisions about how consumers will use energy
  • Gaining insights into energy usage to develop improved visualisations and communications methods
  • Learning both sides of the plug: empowering consumers AND allowing other energy participants to create an intelligent grid

Rod Duke
Chief Executive Officer
Energy Queensland

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?


Mike Swanston
The Consumer Advocate


Chris Thompson
Chief Executive Officer
Amber Electric

Kiya Taylor
Chief Marketing Officer

Yann Burden
Head of Customer and Tech
DC Power Co

Phil Blythe
Chief Executive Officer

Luke Blincoe
Chief Executive
Electric Kiwi

Closing remarks from the Chair
End of Future Retail Stream