The UK’s Leading Energy & Water Summit

24-25 March 2020

etc.venues 155 Bishopsgate, London

Savings of £300 end in:

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“This event is always a highlight of the calendar: interesting, insightful speakers and great debate. Highly recommended.”

CEO, E.ON UK

ATTENDEES

400+

SPEAKERS

100+

ENERGY COMPANIES

50+

WATER COMPANIES

25+

Where energy and water transform their future

Future of Utilities Summit brings top-level energy and water executives together to transform business models and adapt to the disruption in the market. Learn from board-level executives from EDF Energy, Thames Water and SP Energy Networks, and join senior representatives from every important industry player to exchange ideas, raise your profile, unlock solutions and accelerate industry change.

Alistair Phillips-Davies, SSE | Future of Utilities

Alistair Phillips-Davies

Chief Executive Officer, SSE

Philipe Commaret, EDF Energy | Future of Utilities

Philippe Commaret

Managing Director, Customers, EDF Energy

Heidi Mottram

Heidi Mottram CBE

Chief Executive Officer, Northumbrian Water

Chris Stark, CCC | Future of Utilities

Chris Stark

Chief Executive Officer, Committee on Climate Change

Mike Potter, Thames Water | Future of Utilities

Mike Potter

Chief Technology Officer, Thames Water

Basil Scarsella, CEO, UK Power Networks

Basil Scarsella

Chief Executive Officer, UK Power Networks

Annemie Ress, innogy | Future of Utilities

Annemie Ress

Chief People Officer, innogy

Johanna Dow

Johanna Dow

Chief Executive, Business Stream

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“With the strong audience engagement and networking added in, the conversations started here could be the beginning of the next major
innovation to benefit our customers and businesses.”

CEO, Northumbrian Water Group

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Day 1 Tuesday, 24 March 2020

Day 2 Wednesday, 25 March 2020

09.05

Welcome address and chair's opening remarks

Session 1

09.15 - Guiding the industry during turbulent times

Focus areas for long-term growth


Alistair Phillips-Davies, SSE | Future of Utilities
Alistair Phillips-Davies

Chief Executive Officer , SSE

The role of new technology in revolutionising approaches to customer service

Octopus Energy entered the market in 2016 and set out to do energy better. Since then Greg and the team have been picking up 30,000 customers a month on average. By benchmarking the pace of change Octopus Energy has been able to transform the role of an energy supplier. Join this session to learn how Octopus Energy has been ahead of the curve, adapting its business model to new technological developments – including an industry-leading project with Monzo and the market’s first Time of Use Tariffs.


Greg Jackson, Octopus Energy
Greg Jackson

Chief Executive Officer , Octopus Energy

Adapting business strategies to decentralisation, customer centricity, and digitalisation

There are three shifts driving change in the energy market. Learn how EDF Energy has adjusted its business strategy to enable it to react quickly and flexibly so that it is strongly positioned to meet the needs of its customers now and in the future.


Philipe Commaret, EDF Energy | Future of Utilities
Philippe Commaret

Managing Director, Customers , EDF Energy

Inspiring world-leading innovation: setting the tone and pace of change


Heidi Mottram
Heidi Mottram CBE

Chief Executive Officer , Northumbrian Water

Panel discussion | Leaders’ forum

Opportunities and threats throughout disruption: strategic goals for 2020 and beyond

  • How will technological advances transform utilities companies over the next five years?
  • How can the industry ensure that the transformation benefits all customers, including the vulnerable?
  • Developing stronger collaboration: working towards a common aim
  • How can companies ensure that technological changes are appropriate for all customers?
  • Overcoming uncertainty to deliver outstanding outcomes
  • Funding a disrupted future: how can utilities retain their investability?
  • To what extent are industry frameworks currently fit-for-purpose?

Alistair Phillips-Davies, SSE | Future of Utilities
Alistair Phillips-Davies

Chief Executive Officer , SSE

Greg Jackson, Octopus Energy
Greg Jackson

Chief Executive Officer , Octopus Energy

Philipe Commaret, EDF Energy | Future of Utilities
Philippe Commaret

Managing Director, Customers , EDF Energy

Heidi Mottram
Heidi Mottram CBE

Chief Executive Officer , Northumbrian Water

Session 2

11.35 - Engaging the customer of the future | Achieving fully-digital networks | The role of utilities in realising Net Zero

Blue Stage: Engaging the customer of the future
Red Stage: Achieving fully-digital networks
Orange Stage: The role of utilities in realising Net Zero

Designing business models to accelerate growth and improve conversions


Building an effective digital strategy to reshape and regrow

Senior representative, Gentrack


Panel discussion

Streamlining business models for success: developing a roadmap for execution

  • How are customer demands changing?
  • Understanding the importance of branding in attracting new customers
  • Standing out from the crowd: strategies for differentiation on commodity products
  • Which technologies are best placed to lead the transformation?
  • How can customer feedback be integrated, understood and acted upon?
  • What’s the role of employee engagement in new customer strategies?
  • How will this disruption impact revenues and gross margins in the future?

Lissa Balmer

SME Customer Director , Wave Utilities

Taking advantage of technology to deliver operational cost savings


Reinventing operating models to win in the digital world

  • Assessing the benefits of automating design functions to make efficiency gains
  • Where do the greatest benefits from automation lie?
  • Striking the right balance between computerised and analogue approaches

Iain Miller, Northern Powergrid | Future of Utilities
Iain Miller

Head of Innovation , Northern Powergrid

Panel discussion

Undertaking a digital revolution to deliver more for less

  • Are we on the cusp of a new era of asset performance?
  • Embedding a digital strategy into the business transformation project
  • Overcoming legacy structures and siloed information
  • Unlocking hidden value from existing assets
  • Using technology to enhance resilience
  • Making the most of the growth in available asset data

John Duckworth

Director of Network Strategy , Cadent Gas

Neil Dewis - Yorkshire Water
Neil Dewis

Director of Water Service Delivery , Yorkshire Water

Eric Brown, Energy Systems Catapult | Future of Utiltiies
Eric Brown

Chief Technology Officer , Energy Systems Catapult

Iain Miller, Northern Powergrid | Future of Utilities
Iain Miller

Head of Innovation , Northern Powergrid

Collaborating as an industry to step up to the ambitious 2050 targets


Mapping a path to success: key milestones on the road to Net Zero


Keith Bell, UK Energy Research Centre | Future of Utilities
Keith Bell

Co-Director , UK Research Centre
Member , Committee on Climate Change

Panel discussion

Rising to the challenge: taking responsibility for our part in the puzzle

  • What is the role of utilities in tackling wider social and environmental challenges?
  • How important will efficiency solutions be in delivering a sustainable future?
  • How can companies work in partnership with consumers to achieve success?
  • Working together to electrify transport: driving forward the rate of change
  • Which technologies are likely to be most effective in delivering the necessary changes?
  • Minimising the cost and disruption caused by change: transmitting difficult decisions to the public
  • What can be learnt from clean energy policies from abroad?

Keith Bell, UK Energy Research Centre | Future of Utilities
Keith Bell

Co-Director , UK Research Centre
Member , Committee on Climate Change

Rebecca Heaton, Drax | Future of Utilities
Rebecca Heaton

Head of Sustainability and Policy , Drax Power

Nick Eyre, Oxford University | Future of Utilities
Nick Eyre

Director, Centre for Research into Energy Demand Solutions , Environmental Change Institute

Session 3

14.15 - Delivering outstanding customer service | Digitising network operations | Local energy in a transforming system

Blue Stage: Delivering outstanding customer service
Red Stage: Digitising network operations
Orange Stage: Local energy in a transforming system

Redesigning customer retention strategies to reduce overall churn


Building a loyal customer base: redesigning the relationship between businesses and their customers

  • Understanding the value of creating a loyal customer
  • Identifying pain points to ensure that investments in customer service are effective
  • Organising customer experiences around customer journeys to transform interactions as a whole

Filomena-La-Porta - EDF Energy
Filomena La Porta

Head of Data Analytics, Reporting & CRM , EDF Energy

Out-of-Industry Insight | Rail operator, Southeastern

Putting people at the heart of your company to deliver better customer experiences

Southeastern undertook a Customer Ambassador Pilot which challenged the entire businesses to improve CSat Scores and Colleague Engagement. By recruiting a dedicated team and empowering them with the capability to identify, meet and resolve issues at the first point of contact, Southeastern was able to radically improve outcomes for customers. Learn how Diane went about getting board buy-in for the project and how why she’s now rolling out lessons learnt region-wide.


Diane Burke, Southeastern | Future of Utilities
Diane Burke

Commercial Director , Southeastern

Panel Discussion

Creating next-gen customer experiences in utilities

  • What does customer centricity really mean?
  • Personalisation to drive a better customer experience
  • What is the role of loyalty programmes in the energy market?
  • To what extent will data drive customer journeys of the future
  • Which channels will dominate the mix over the next five years?
  • Serving passive consumers: approaches to serving the disinterested customer
  • Automation for success: streamlining processes to deliver end value for customer

Filomena-La-Porta - EDF Energy
Filomena La Porta

Head of Data Analytics, Reporting & CRM , EDF Energy

Lizzie Hieron, Social Energy | Future of Utilities
Lizzie Hieron

Managing Director , Social Energy

Mark Royle, Zebra Power | Future of Utilities
Mark Royle

Chief Executive Officer , Zebra Power

Eileen Brown

Director of Customer Experience , Northern Gas Networks

Assessing streamlining opportunities across operational functions


Overhauling operations to improve margins: where do the greatest opportunities lie?

  • Undertaking a complete service transformation: what does good look like?
  • Utilising new technologies to unlock new opportunities
  • Automating systems to take advantage of efficiency savings

David Elliott Wessex Water
David Elliott

Group Chief Innovation Officer , Wessex Water

Modernising the field force: using technology to unlock a reduction in costs

  • Balancing customer service quality and overall field force costs: can technology help?
  • How can real-time intelligence generate greater efficiency?
  • Empowering field force operatives by extending back-office capabilities to support faster decision making

Jonathan Booth, Electrcity North West | Future of Utilities
Jonathan Booth

Head of Asset Management , Electricity North West

Panel discussion

Identifying strategies for reducing operational costs

  • Which processes have the greatest potential to be streamlined over the next five years?
  • What role will technology play in the networks of the future?
  • Integrating systems to avoid the frustrations of fragmentation and duplication
  • Assessing the advantages of outsourcing on outcomes and service cost
  • How effective are mobile information systems in supporting technicians in the field?
  • Automating scheduling to maximise the efficiency of maintenance
  • To what extent are the initial investments in new projects justifiable?

Ben Roche, Yorkshire Water | Future of Utilities
Ben Roche

Director of Wastewater , Yorkshire Water

Keith Gardner, Affinity Water | Future of Utilities
Keith Gardner

Director of Asset Strategy, Data and Innovation , Affinity Water

Nisarg Hirani, Scottish Water | Future of Utilities
Nisarg Hirani

General Manager, Transformation , Scottish Water

Jonathan Booth, Electrcity North West | Future of Utilities
Jonathan Booth

Head of Asset Management , Electricity North West

Adapting business models to future decentralisation


Case study | Repowering London

Creating resilient and empowered communities for widescale renewable developments

Repowering London has been creating local energy to put people at the heart of the renewables revolution. Join this session to learn about how its been developing a community-owned solar energy project to install on schools in Lambeth Council.


Afsheen Kabir Rashid, Repowering London | Future of Utilities
Afsheen Kabir Rashid

Co-Chief Executive Officer , Repowering London

Panel discussion

Changing the shape of the energy network: assessing roles during and after the transition

  • What will the impact be of increased levels of embedded generation into the current system?
  • What are the benefits of utilising engaged communities to help deliver the energy transition?
  • Which strategies are most effective for engaging with communities?
  • How can networks retain a critical role as decentralisation gathers pace?
  • Using smart meters, tariff innovation and price signals to improve the wider ecosystem
  • Adapting industry frameworks to support future transitions
  • How does a community model impact the financeability of the energy system?

Afsheen Kabir Rashid, Repowering London | Future of Utilities
Afsheen Kabir Rashid

Co-Chief Executive Officer , Repowering London

Rick Parfett, Association for Decentralised Energy | Future of Utilities
Rick Parfett

Policy Officer , The Association for Decentralised Energy

Leonie Cooper, London Assembly | Future of Utilities
Leonie Cooper

Environment and Energy Lead for Labour , London Assembly

Nadia Smith, REA | Future of Utilities
Nadia Smith

Policy Analyst , REA

Session 4

16.05 - Serving the industrial & commercial market | Digital twin innovation / The implications of reduced rates of return | Tech spotlights

Blue Stage: Serving the industrial & commercial market
Red Stage: Digital twin innovation
Orange Stage: Tech Spotlights

Assessing strategies to win commercial supply contracts


Panel discussion

Gaining a competitive advantage in commercial supply markets: strategic priorities for 2020 and beyond

  • How can suppliers differentiate themselves in the commercial markets of the future?
  • How does the development of the non-household water market compare with the I&C energy market?
  • Approaches for servicing multi-site accounts
  • Utilising technology to create opportunities from increasing competition
  • Tailoring services to businesses’ needs: what are commercial customers looking for from their suppliers?
  • What is the role of price comparison sites in business utilities quotes?
  • Adding-value for SMEs: creating propositions for smaller volume tenders
  • What is the appetite for bundling energy and water for commercial accounts?
  • How important is price for commercial clients?
  • Building relationships with commercial units: strategies for nurturing your key account contact

Johanna Dow
Johanna Dow

Chief Executive , Business Stream

Neil Pendle< Waterscan | Future of Utilities
Neil Pendle

Managing Director , Waterscan

Mark Loveday, EDF
Mark Loveday

I&C Operations Director , EDF Energy

Embracing new technology to transform decision-making for infrastructure owners


Case study | SES Water

Harnessing the power of Digital Twin technology to reduce the impact of incidents

By bringing the future to life using Digital Twin technology, the water industry seeks to help to protect people and the environment during an incident. This virtual model of the real world can help to predict the impact of a burst pipe or heavy rainfall allowing it to understand likely outcomes and therefore prioritise the appropriate response actions. Hear from Jeremy Heath about the benefits of bringing together the new computer models of flooding with real-time monitoring data for informed decision making when it really matters.


Jeremy Heath SES Water
Jeremy Heath

Innovation Manager , SES Water

Taking stock of the innovation set to transform your playing field


Tech spotlight | Data Analytics

Making the most of data to gain a competitive advantage

The utilities industry is facing an explosion of sensor data and by understanding how to transform that data into insights, companies can unlock cost savings and improvements in customer service. Learn how to use data to turn disruption into a competitive advantage.


Carol Choi, UK Power Networks | Future of Utilities
Carol Choi

Innovation Analyst , UK Power Networks

17.10

Chair’s closing remarks and drinks reception

09.15

Chair’s opening remarks

Session 5

09.20 - Strategic priorities for the future – an aerial perspective

Facilitating system change for the benefit of current and future generations alike


Frank-Mitchell-SP-Energy-Networks
Frank Mitchell

Chief Executive Officer , SP Energy Networks

Shaping the electricity network of the future

The UK’s transition to a low-carbon economy is revolutionising the way we generate, distribute and consume electricity. Join Basil as he calls for the industry and the Government to work together to deliver a smarter utilities market which enables communities and consumers to benefit full from new technologies, while maintaining a reliable supply of essential services.


Basil Scarsella, CEO, UK Power Networks
Basil Scarsella

Chief Executive Officer , UK Power Networks

Rising star award winner | Keynote address

Championing the next generation of industry leaders

The Future of Utilities Rising Star Award celebrates emerging talent in the electricity, gas and water sectors. Recognising achievements of those below senior management and director level, the award champions the next generation of industry leaders. The winner of this award, chosen by our Advisory Board, will have demonstrated their passion within their role, fantastic work within their company, and leadership in the industry. Join us in this session to celebrate the work of 2020’s award winner.

Nominations for the Future of Utilities Rising Star 2020 are now open here


Putting technology at the heart of business to transform outcomes for customers


Mike Potter, Thames Water | Future of Utilities
Mike Potter

Chief Technology Officer , Thames Water

Panel discussion | Leaders’ forum

All change: assessing evolving industry priorities for 2020 and beyond

  • What is the role of industry leaders in tackling the public’s perceptions of the sector?
  • Creating business plans with climate change responsibilities in mind
  • Responding to a changing political framework
  • What does the future hold for traditional utilities players?
  • To what extent will advancements in data analytics transform the future of the industry forever?
  • Which areas of the businesses have the greatest scope to be revolutionised by technology?

Basil Scarsella, CEO, UK Power Networks
Basil Scarsella

Chief Executive Officer , UK Power Networks

Mike Potter, Thames Water | Future of Utilities
Mike Potter

Chief Technology Officer , Thames Water

Frank-Mitchell-SP-Energy-Networks
Frank Mitchell

Chief Executive Officer , SP Energy Networks

Joanne Harrison United Utilities, Future of Utilities Summit 2019
Joanne Harrison

Asset Management Director , United Utilities

Paul Richards

Managing Director , Together Energy

Session 6

11.35 - Cutting-edge service offerings | A revolution in leakage reduction | Transforming energy networks for RIIO-2

Blue Stage: Cutting-edge service offerings
Red Stage: A revolution in leakage reduction
Orange Stage: Transforming energy networks for RIIO-2

Moving away from the traditional utility: identifying new propositions to adapt and survive


Panel discussion

Creating a value proposition that resonates with the customer

  • What could the utilities provider of 2050 look like?
  • How can technology be used to create new service propositions?
  • What role do new service offerings play in enhancing customer loyalty?
  • Tailoring provisions to passive consumers: how can utilities provide convenience as a service?
  • How can price comparison websites keep up with these developing propositions?
  • Ensuring propositions are affordable for all while adding value
  • How can companies maintain the focus on the consumer throughout the experimentation phase for new offerings?
  • Learning from further afield: what can be learnt from success in other industries and abroad?

John Southern, Shell Energy | Future of Utilities
John Southern

Director of New Product Development , Shell Energy

Alan Bates, Guernsey Electricity | Future of Utilities
Alan Bates

Chief Executive Officer , Guernsey Electricity

Tomoyuki Moriguchi, Tonik Energy | Future of Utilities
Tomoyuki Moriguchi

Group Strategic Planning Director , Tonik Energy

Simon Brown, Water Plus | Future of Utilities
Simon Brown

Transformation Director , Water Plus

Bryn Jones, Pure Planet | Future of Utilities
Bryn Jones

Chief Technology Officer , Pure Planet

Innovative strategies to deliver a tripling in the rate of leakage reduction by 2030


Increasing resilience and reducing leakage: challenging partners to be as innovative as possible

  • Undertaking a campaign-based method to leakage detection to best understand full water usage within specific geographical areas
  • Fixing hidden leaks: innovations to tackle those not visible from the surface
  • Investing to ensure networks are fit to serve customers now and in the future

Mel-Karam-Bristol-water
Mel Karam

Chief Executive Officer , Bristol Water

Panel discussion

Investing in resilience: stepping-up strategies for operational leakage management

  • Is the current pace of change adequate and achievable?
  • What is the role of technology in reducing leakage?
  • Which technologies offer the most cost-effective solutions?
  • How can suppliers effectively utilise their customer base to achieve their targets?
  • Minimising disruption during large-scale mains replacement: can technology help?
  • Assessing strategies to maintain affordability despite investment in leakage reduction
  • Undertaking a joined-up approach: the role of consumption in system resilience
  • To what extent is the current framework conducive to delivering these commitments?

Kevin Fowlie, United Utilities | Future of Utilities
Kevin Fowlie

Network Delivery Director , United Utilities

John Russell, Ofwat | Future of Utilities
John Russell

Senior Director , Ofwat

Mel-Karam-Bristol-water
Mel Karam

Chief Executive Officer , Bristol Water

Ambitious new ideas pushing the frontier to reduce cost to customers


Revolutionising industry capability for the future: the pathway to 2030

The energy system is transforming and must choose its level and speed of decarbonisation. Understand the different credible pathways for the future of energy over the next 10 years and beyond so that you can develop your strategy with credible potential scenarios in mind.


Fintan Slye

Director of UK System Operator , National Grid ESO

Panel discussion

Navigating future scenarios to achieve ambitious industry-wide commitments

  • Overcoming market uncertainty: outlining plausible future energy landscapes
  • Utilising technology to take advantage of intelligent network analysis
  • What is needed to transform gas networks for the future?
  • Which technologies will help during the transition to the future
  • Understanding value stacking as new markets develop
  • How important is digital transformation in delivering industry-wide commitments?
  • Engaging wider stakeholders in innovation projects: reflecting on past success
  • How effective is the current framework in supporting industry ambitions?

Fintan Slye

Director of UK System Operator , National Grid ESO

Shuchi Nagar, SGN | Future of Utilities
Shuchi Nagar

Head of Architecture and Analytics , SGN

Session 7

13.55 - Innovation Hub | The future of heat

Blue Stage: Innovation Hub
Red Stage: The future of heat

Get inspired by the most innovative companies set to transform the industry beyond all recognition


Delivering customer-centric, end-to-end, connected propositions

Smart home technology is beginning to take seed and consumer appetite is for end-to-end solutions as opposed to stand-alone devises. Home Services that are enabled by smart technology are the next step to creating the seamlessly connected home our consumers desire.


Lizi Jenkins

Head of Innovation , British Gas

Undertaking digital experiments in regulated markets: balancing the experimental and the dependable

In order to streamline operational processes and build better services, while maintaining the safety and reliability of the system, Andrew oversees an innovation team that is working on about 70 projects. Join John to better understand how to balance innovation and reliability.


John-Richardson, SGN
John Richardson

Head of Innovation , SGN

Developing a coordinated approach to solving a fundamental obstacle to a low-carbon future


Case study | H21

World’s first 100% hydrogen testing facility unveiled

The H21 project, led by Northern Gas Networks, is one of the projects tasked with making a hydrogen gas grid a reality. Repurposing the gas network to carry hydrogen is an innovation that seeks to achieve decarbonisation safely and at the lowest cost and least disruption to consumers. Join this session to understand the milestones the project has reached so far, and envision a new future for the UK’s GDNs.


Keith Owens, Northern Gas Networks | Future of Utilities
Keith Owen

Head of Systems Development and Energy Strategy , Northern Gas Networks

Delivering decarbonisation at the lowest cost whilst minimising disruption to consumers

Solving the problem of decarbonising the gas supply without losing its benefits to consumers is an ongoing fundamental challenge to GDNs. Wales & West Utilities’ work to date has unearthed some interesting findings and made way for an ambitious business strategy. Join this session to learn more about its proposals to Ofgem for its future pathways.


Chris Clarke SSE Future of Utilities
Chris Clarke

Energy Strategy Director , Wales & West Utilities

Panel discussion

Creating a collaborative roadmap for decarbonising heat

  • Which strategies are likely to be most effective in delivering the transition?
  • Which technologies are most appropriate to facilitate the transition?
  • To what extent are industry frameworks fit-for-purpose?
  • Maintaining the affordability of the system: ensuring people are protected in the move to low-carbon energy
  • Communicating changes to consumers: are they ready to undertake a change?
  • How can electricity networks cope with an increased role in the supply of heat?
  • What is the role of gas networks in the future ecosystem?
  • What has been learnt from pilot studies so far?

Chris Clarke SSE Future of Utilities
Chris Clarke

Energy Strategy Director , Wales & West Utilities

Keith Owens, Northern Gas Networks | Future of Utilities
Keith Owen

Head of Systems Development and Energy Strategy , Northern Gas Networks

Rose Chard, Energy Systems Catapult | Future of Utilities
Rose Chard

Consumer Insight Manager , Energy Systems Catapult

John Armstrong, E.ON | Future of Utilities
John Armstrong

Head of City Energy , E.ON UK

Liz Kitchen

Senior Policy Advisor, Heat Strategy and Innovation , BEIS

Session 8

15.50 - Assessing the future framework – a regulation and policy roadmap

In conversation with | Ofwat

Beyond 2025: envisioning a roadmap for industry frameworks


David-Black-Ofwat
David Black

Senior Director, Water 2020 , Ofwat

Keynote address       

Net Zero: what does it mean for the utilities industry?


Chris Stark, CCC | Future of Utilities
Chris Stark

Chief Executive Officer , Committee on Climate Change

17.00

Chair’s closing remarks and end of conference

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