Wednesday 8 June: Future Retail Stream

Attend Live or Virtual Event

  • Anna Crabb
    Chief Executive Officer
    Australian Energy Foundation
  • Ayesha Razzaq
    Executive General Manager, Retail
    Ergon Energy
  • Jo Egan
    General Manager, Product and Portfolio
    AGL Energy
  • Iain Graham
    Chief Executive Officer
    Red Energy, Lumo Energy and Direct Connect
  • Shannon Hyde
    Chief Executive Officer
    Simply Energy
  • Jon Briskin
    Executive General Manager of Retail
    Origin Energy
07:00
Women in Energy Breakfast

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.

08:15
Women in Energy Breakfast concludes
08:30
Welcome Coffee
08:50
Opening remarks from the Chair

Lisa Chiba
Managing Director
Momentum Energy

EVOLVING ROLE OF THE CONSUMER IN A TWO-WAY ENERGY SYSTEM

09:00
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 Briskin
Executive General Manager, Retail
Origin Energy

09:25
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
DIVERSIFYING PRODUCT OFFERINGS TO INCREASE APPEAL TO CONSUMERS

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 Hyde
Chief Executive Officer
Simply Energy

11:25
Accenture presentation

Julie Romanet-Perroux
Managing Director Energy Transition
Accenture

11:55
One small step for smart meters, one giant leap for climate change
  • How Artificial Intelligence at the grid edge can unlock domestic flexibility
  • How Energy Retailers can transform the customer experience and drive loyalty
  • How together this can deliver the Energy Transition at a radically lower cost

Michael Jary
Managing Director - International
Sense

12:15
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 Egan
General Manager, Product and Portfolio
AGL Energy

12:40
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 Dale
Co-Founder
SmartMeasures

13:00
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

PROTECTING DISADVANTAGED AND VULNERABLE CUSTOMERS

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 Sawle
Global Director of Energy Services
Sigma Connected

15:50
Afternoon tea in the expo hall
REWRITING THE WAY ENERGY IS SOLD (THE DISRUPTORS)

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