Future Retail Stream

Wednesday 17 February

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

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
UPowr

10:05

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

10:35

Morning tea in the expo hall

Retailing in “the big stick” environment – meeting current and future regulatory requirements

11:05

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

11:35

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
Director
Energy Charter

12:05

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

12:35

Networking lunch in the expo hall

Remaining relevant whilst technology rewrites how consumers interact with energy

13:35

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
Amaysim

14:05

Partner presentation

14:35

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

15:05

Afternoon tea in the expo hall

Increasing profitability with new products and services

15:35

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:

Mike Swanston
Principal,
The Consumer Advocate

Panellists:

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

Tim Nichols
Commercial Strategy Manager
Jemena

Phil Blythe
Chief Executive Officer
Greensync

16:15

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

Peter Scott
Chief Executive Officer
Energy Queensland