The breakfast features an interactive panel discussion with energy industry trailblazers and dedicated time to network.
This event is free of charge for registered AEW2022 attendees.
Attend Live or Virtual Event
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Anna CrabbChief Executive OfficerAustralian Energy Foundation -
Ayesha RazzaqExecutive General Manager, RetailErgon Energy -
Jo EganGeneral Manager, Product and PortfolioAGL Energy -
Iain GrahamChief Executive OfficerRed Energy, Lumo Energy and Direct Connect -
Shannon HydeChief Executive OfficerSimply Energy -
Jon BriskinExecutive General Manager of RetailOrigin Energy
07:00
Women in Energy Breakfast
08:15
Women in Energy Breakfast concludes
08:30
Welcome Coffee
Lisa Chiba09:00
Connecting and communicating with customers who are at the heart of our new energy system
- Communicating openly, honestly and transparently to build energy literacy and trust
- Working with the Victorian Default Offer (VDO) and Default Market Offer (DMO)
- Managing customer expectations about energy prices, solar FITs, the role of batteries and VPPs.
- Convergence of other home solutions (eg. energy and broadband) and benefits of bundling
Jon Briskin09:25
Digital enablement to deliver a seamless customer experience
- Giving consumers greater access to and control over their data through the consumer data right (CDR) regime
- Moving from Legacy systems and a cluttered CRM to a ‘single source of truth’
- Improving sales conversion and online sales by automating sales processes
- Reducing churn by improving the overall customer experience
Iain Graham
Chief Executive Officer
Red Energy, Lumo Energy and Direct Connect
09:50
PANEL DISCUSSION: Sharing the benefits of renewables - distributed energy to reduce consumer costs
- Is peer to peer trading a net benefit for consumers or a risk?
- How can customers be offered lower prices without compromising profitability?
- What rewards do consumers get out of coordinated DER/VPP projects?
- What is the best way to educate consumers about energy efficiency behind the meter?
Moderator:
Mike Swanston
Principal
The Customer Advocate
Panellists:
Renae Gasmier
General Manager Energy Services
RACV
Dean Spaccavento
Chief Executive Officer
Reposit Power
Colin Smith
General Manager Customer Experience
Synergy
Pierluigi Mancarella
Energy Systems Program Leader at the Melbourne Energy Institute
University of Melbourne
10:30
Morning tea in the expo hall
11:00
The control question – how customers, retailers and markets can run the same race toward net zero
- The value of flexibility and control in a changing market: how will new retail succeed?
- Overcoming the challenges of demand side management: what’s on offer and who pulls the levers?
- Lessons and observations from the transition so far: are we ready for the next round of game changers?
Shannon Hyde11:25
Accenture presentation
Julie Romanet-Perroux
Managing Director Energy Transition
Accenture
11:55
One small step for smart meters, one giant leap for climate change
Michael Jary12:15
Data collection and analysis to drive tailored offerings for specific consumer groups
- Identifying the products and services consumers will buy from an energy retailer
- Targeting specific customer segments with appropriate bundles
- Bundling products seamlessly so consumers can enjoy effortless energy
- Offering a “one-stop shop” for customers if they bundle broadband, mobile services and insurance
- Making product offerings convenient and simple to build loyalty
Jo Egan12:40
Discover how a systematic approach to retaining customers works
- Looking at the customer churn problem in Australia
- How AI can be used to accurately predict individual customers at risk of churning (but that's only part of the story)
- How to leverage behavioural hacks to cost-effectively retain these 'at risk' customers
- How AI can automatically initiate personalised retention treatment plans at scale
Libby Dale13:00
Lunch in the expo hall
14:00
Improving customer service to match new expectations of energy consumers
- Meeting and exceeding the expectations of customers
- Analysing what options consumers are looking for- reducing energy use, information on carbon emissions, access to government rebates and concessions
- Building trust that you will be able to work with clients if they encounter financial difficulties
- Providing new innovative products and services at lower costs
Matthew van der Linden
Managing Director
Flow Power
14:25
FIRESIDE CHAT: Lessons from the pandemic for energy retailers
- Working directly with customers when things get tough to help manage their energy costs
- Building employee resilience and patience by giving them a sense of purpose
- Improving operational agility in a crisis by eliminating the unnecessary and simplifying and streamlining everything else
- Finding room for a hybrid of digital and the human touch
Ayesha Razzaq
Executive General Manager, Retail
Ergon Energy
Interviewed by
Michael Dart
Executive General Manager, Customer
Energy Queensland
14:50
PANEL DISCUSSION: How does the energy sector balance retailer viability with the need to support vulnerable consumers?
- How do we ensure energy retailing is not built for wealthy city dwelling consumers?
- How do retailers identify vulnerable consumers and develop programs to assist them?
- Do the standards like the Better Bills Guideline or Consumer Data Right (CDR) regime reduce complexity for consumers or just impose extra administration on retailers?
- At what point does disconnection become unavoidable and what can be done to prevent it?
Moderator:
Anna Crabb
Chief Executive Officer
Australian Energy Foundation
Panellists:
Kane Ingham
Chief Operating Officer
Aurora Energy
Kathie Standen
Executive General Manager, Consumer Policy and Markets
Australian Energy Regulator (AER)
Ron Ben-David
Professorial Fellow
Monash University
15:30
UK energy crisis: how energy retailers supported customers out of the dark
Recently, the UK has seen one of the worst crises surrounding retail energy in years. Having grown from around 6 suppliers to a peak of 70 following the opening of competition, the sharp increase in wholesale costs in the summer of 2021 saw 52 of these suppliers cease to trade sending bills sky rocketing, with consumers having to pick up the tab.
During this session, you’ll hear about what caused the issue; the impact it’s had on consumers and how energy retailers have responded to deal with the crisis and support their customers.
Rob Sawle15:50
Afternoon tea in the expo hall
16:20
Empowering customers to manage their energy needs and take advantage of new technology and market offerings
- Meeting the challenge of a green customer base who demand environmental integrity from their provider
- Enabling customers to better understand, control and manage their energy costs with a digital product
- Online tools to control of energy costs, including right plan calculator, usage estimator and a high bill checklist
Andrew Crozier
Chief Product and Customer Officer
Aurora Energy
16:45
PANEL DISCUSSION: How do we re-invent the way energy is sold with consumers at the centre of the equation?
- What are the best ways to educate domestic consumers and gain informed consent?
- What are genuine radical shifts in energy retailing?
- What are the best ways of dealing with a more demanding (bolshie) consumer?
Moderator:
Steve Hoy
Chief Executive Officer
Enosi Australia
Panellists:
Luke Blincoe
Chief Executive
The Energy Collective
Felicity Stening
Managing Director
Enova Community Energy
Adrian Merrick
Founder & CEO
Energy Locals
Damien Glanville
Managing Director & CEO
Locality Planning Energy (LPE)
Jaryd Revere
Manager Customer Solutions
Horizon Power
17:25
Closing remarks from the Chair
17:30
End of Future Retail stream and main conference