Wednesday 17 February
Mike Swanston
Principal
The Consumer Advocate
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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 Marketing Officer
UPowr
Yann Burden
Head of Customer and Tech
DC Power Co
Phil Blythe
Chief Executive Officer
Greensync
Luke Blincoe
Chief Executive
Electric Kiwi