The UK’s Leading Energy & Water Summit

30 November – 1 December, 2020

etc.venues 155 Bishopsgate, London

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

CEO, E.ON UK

Novel Coronavirus Update.

New Date Announced for Future of Utilities Summit 2020.

We recently made the difficult decision to postpone Future of Utilities Summit 2020, due to take place on March 24-25. We reached this decision in response to the concerns over the increasing spread of Coronavirus (COVID-19).

We are now able to announce the new date for the conference. The event will take place on November 30 – December 1, 2020, at etc.venues 155 Bishopsgate, London.

Our primary focus continues to be creating opportunities for the utilities sector to come together to learn, spark ideas, and critically, do business. We are looking forward to being able to do just that with the rescheduled Future of Utilities event, which, with the extra time we will have to prepare, we hope will be stronger and more engaging than ever.

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.

Philippe Commaret, EDF Energy | Future of Utilities

Philippe Commaret

Managing Director, Customers, EDF

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

Johanna Dow

Johanna Dow

Chief Executive, Business Stream

Frank-Mitchell-SP-Energy-Networks

Frank Mitchell

Chief Executive Officer, SP Energy Networks

Greg Jackson, Octopus Energy

Greg Jackson

Chief Executive Officer, Octopus Energy

Afsheen Kabir Rashid, Repowering London | Future of Utilities

Afsheen Kabir Rashid MBE

Co-Chief Executive Officer, Repowering London

Neal Coady, Centrica | Future of Utilities

Neal Coady

HEM Technology Director, Centrica

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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

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

Understanding the future landscape of resilience for the utilities sector


Steve-Trippier, Anglian Water | Future of Utilities
Steve Trippier

Chief Information Security Officer , Anglian Water

Flexible foundations for a customer-centric energy system

  • Our electricity system is changing: what challenges lie ahead?
  • How will smart home devices unlock flexibility?
  • Empowering and supporting customers throughout the transition to a decarbonised lifestyle

Conor Maher-McWilliams, Kaluza | Future of Utilities
Conor Maher-McWilliams

Head of Flexibility , Kaluza

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.


Philippe Commaret, EDF Energy | Future of Utilities
Philippe Commaret

Managing Director, Customers , EDF

Meeting the challenge of disruption: approaches for ongoing success

Senior representative, Accenture


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?

Greg Jackson, Octopus Energy
Greg Jackson

Chief Executive Officer , Octopus Energy

Philippe Commaret, EDF Energy | Future of Utilities
Philippe Commaret

Managing Director, Customers , EDF

Conor Maher-McWilliams, Kaluza | Future of Utilities
Conor Maher-McWilliams

Head of Flexibility , Kaluza

Steve-Trippier, Anglian Water | Future of Utilities
Steve Trippier

Chief Information Security Officer , Anglian 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

Chaired by

Simon Harvey Publicis.Sapient
Simon Harvey

Global VP and Utilities Leader , Publicis.Sapient

Case study

Creating a brand that speaks to its audience: digital-first, green and affordable


Russell Davies, Bulb | Future of Utilities
Russell Davies

Chief Marketing Officer , Bulb

Building an effective digital strategy to reshape and regrow

Senior representative, Gentrack


Case study

Understanding the power of customer feedback and insights

At the end of 2019 iSupply won two awards for their Road to Five Stars Programme. By using the power of public customer reviews, it was able to transform its customer service and culture across the organisation.


Lisa Chiba, iSupply Energy | Future of Utilities
Lisa Chiba

Customer Services Director , iSupply Energy

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, Wave | Future of Utilities
Lissa Balmer

SME Customer Director , Wave Utilities

Lisa Chiba, iSupply Energy | Future of Utilities
Lisa Chiba

Customer Services Director , iSupply Energy

Russell Davies, Bulb | Future of Utilities
Russell Davies

Chief Marketing Officer , Bulb

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

Overcoming obstacles to embracing industry change


Matt Piper, Esri | Future of Utilities
Matt Piper

Director Industry Solutions: Utilities, Infrastructure and AEC , Esri

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, Cadent | Future of Utilities
John Duckworth

Director of Network Strategy , Cadent Gas

Neil Dewis, Yorkshire Water | Future of Utilities
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

Graeme Wright Fujitsu
Graeme Wright

Chief Digital Officer, Manufacturing, Utilities & Services , Fujitsu

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


Committing to a sustainable energy future: systematically delivering decarbonisation solutions


Mike Wilks, Capgemini | Future of Utilities
Mike Wilks

Vice President, Head of UK Energy Networks , Capgemini

Rethinking the international energy industry: realising decarbonisation for Net Zero


Toby_Ferenczi VCharge Future of Utilities
Toby Ferenczi

Director of Strategy , OVO Energy

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?

Rebecca Heaton, Drax | Future of Utilities
Rebecca Heaton

Head of Climate Change , Drax

Nick Eyre, Oxford University | Future of Utilities
Nick Eyre

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

David Riley, Anglian Water | Future of Utilities
David Riley

Head of Carbon Neutrality , Anglian Water

Toby_Ferenczi VCharge Future of Utilities
Toby Ferenczi

Director of Strategy , OVO Energy

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

Chaired by

Kirk Wilson Publicis.Sapient
Kirk Wilson

Client Executive, Digital Business Transformation , Publicis.Sapient

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

Using AI to scale customer engagement, responsiveness and retention

By injecting AI into their RPA projects, key market players have transformed how they are able to onboard, service and retain customers. Join this session to understand how Intelligent Automation can bring RPA into the front office to help you to reimagine your interactions with customers and understand their needs.


Ian Blackburn, Blue Prism Cloud, Future of Utilities
Ian Blackburn

Customer Success Manager , Blue Prism Cloud

Placeholder
Evan Salway

Chief Financial Officer , Goto 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.


Alvin Jackson, Southeastern | Future of Utilities
Alvin Jackson

Customer Experience Advisor , 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

Mark Royle, Zebra Power | Future of Utilities
Mark Royle

Chief Executive Officer , Zebra Power

Eileen Brown

Customer Experience Director , Northern Gas Networks

Ben Gatley, Social Energy | Future of Utilities
Ben Gatley

Commercial Director , Social Energy

Nick Myatt, FICO, Future of Utilities
Nick Myatt

Principal Consultant , FICO

Assessing streamlining opportunities across operational functions


Enterprise visibility of asset health: seeing 2020 and managing the network with clear vision

Utilities performance management is an asset management strategy based upon asset health & risk that establishes a common understanding and consistent work management approach across the workforce managing delivery. One strategy, one approach, one goal. Join Terry to understand the benefits of establishing a culture of reliability and harvesting data for high-yield delivery.


Terry Saunders IBM
Terry Saunders

Worldwide Utilities Industry Leader , IBM

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 and Capital Delivery , 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


Taking stock as a sector: rethinking purpose and direction in the face of future decentralisation

  • Assessing the role of the traditional networks in supporting positive change at a local level
  • Working with community enterprises to deliver benefits to the wider energy system
  • Building resident knowledge and trust: strategies for working in partnership with an active local community

Ellen Diskin, ESB Networks | Future of Utilities
Ellen Diskin

PR5 Manager , ESB Networks

Technology and specifically enterprise solutions can either help or hinder the continued evolution of your business

Hear how our vision and approach for the intelligent and autonomous enterprise, the drive for a Smart business system will put you in a position to challenge expectations and grow with exciting new offerings, radically more efficient processes and completely new ways of thinking. The key is to integrate these new technologies so that they bring real world value and benefits, so that customers can take advantage of the latest, more relevant digital innovation without requiring large development or system integration efforts.


Colin Beaney IFS
Colin Beaney

Global Industry Director, Asset-Intensive and Energy & Utilities , IFS

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 MBE

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 MBE

Co-Chief Executive Officer , Repowering London

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

Director and Project Manager , South East London Community Energy

Rick Parfett, The ADE | Future of Utilities
Rick Parfett

Policy Officer , The Association for Decentralised Energy

Colin Beaney IFS
Colin Beaney

Global Industry Director, Asset-Intensive and Energy & Utilities , IFS

Ellen Diskin, ESB Networks | Future of Utilities
Ellen Diskin

PR5 Manager , ESB Networks

Session 4

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

Blue Stage: Serving the industrial & commercial market
Red Stage: Data driven innovation / The implications of reduced rates of return
Orange Stage: Tech Spotlights

Assessing strategies to win commercial supply contracts

Chaired by

Simon Harvey Publicis.Sapient
Simon Harvey

Global VP and Utilities Leader , Publicis.Sapient

Understanding what customers want to create a proposition that delivers more


Placeholder
Patrick McCart

Director , ADSM

Utilizing efficiency solutions as a service differentiator

  • Where are the money gaps in water service delivery?
  • What solutions can cut waste, predict water leaks, and manage incidents efficiently?
  • A proactive approach leads to higher quality of service

Michał Knapiński, Comarch | Future of Utilities
Michał Knapiński

Head of Comarch IoT SW & HW Solutions Department , Comarch

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 Utiltiies
Neil Pendle

Managing Director , Waterscan

Mark Loveday, EDF
Mark Loveday

I&C Operations Director , EDF Energy

Kathryn Dapre, NHS | Future of Utiltiies
Kathryn Dapre

Head of Energy & Sustainability , NHS

Senior representative

, Informatica

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

In conversation with | Engie, Northumbrian Water & Vyn SmartVideoNotes

Combining the power of human intelligence, AI and digital technology to drive business outcomes

High quality video data from everyday field activities is critical to improving customer service, cost control and business development. Join this session to understand how Engie and Northumbrian water are utilising concise videos shared in real-time to enhance customer understanding, accelerate the fulfilment of service orders and lower health & safety risks.


Kapil Singhal, vyn SmartVideoNotes | Future of Utilities
Kapil Singhal

Chief Executive Officer & Co-Founder , Vyntelligence

Ramani Hariharan, ENGIE | Future of Utilities
Ramani Hariharan

Director & Head of New Business Factory , Engie

Brett Stinton, Northumbrian Water | Future of Utilities
Brett Stinton

Head of Health & Safety , Northumbrian Water

The implications of reduced rates of return

Assessing the state of play in a new era of lower allowed return on capital


Maintaining the financeability of the sector through uncertain, unstable times

The traditional economics of the utilities sector are under significant pressure due to recent developments. Markets are becoming more decentralised due to carbon reduction commitments; the political landscape is uncertain and regulators are significantly reducing the allowed return on capital current price reviews. How do investors view the attractiveness of utilities given these changes? Is financeability under threat? What further challenges should companies expect in the upcoming years?


Matthias Finger, École Polytechnique Fédérale de Lausanne | Future of Utilities
Matthias Finger

Professor , École Polytechnique Fédérale de Lausanne

Taking stock of the innovation set to transform your playing field


Tech spotlight | Pivot Power

Power driving change

Pivot Power is developing the world’s largest transmission-connected battery storage and electric vehicle charging network. Recently acquired by EDF, Pivot is pursuing a 40-asset, 2GW-strong portfolio of utility-scale energy storage projects including the deployment of a battery storage system at Arsenal’s Emirates Stadium.


Matt Allen, Pivot Power | Future of Utilities
Matt Allen

Chief Executive Officer , Pivot Power

Blending AI chatbots and human support to deliver exceptional experiences

Senior representative, Vlocity


Turning digital vision into reality

Join Dave to understand how United Utilities are moving from a digital strategy to a digital reality by laying the foundations on which AMP7 will be built.


Dave Ogden United Utilities
Dave Ogden

Head of Wholesale Technology , United Utilities

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

Understanding the role of technology in the ecosystem of the future


Placeholder
Linda Jackman

Vice President - Utilities Strategic Accounts , Oracle

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
Jo Harrison

Director of Environment and Asset Strategy , United Utilities

Placeholder
Paul Richards

Managing Director , Together Energy

Placeholder
Linda Jackman

Vice President - Utilities Strategic Accounts , Oracle

Session 6

11.35 - Cutting-edge service offerings | A revolution in water resource management | Transforming energy networks for RIIO-2

Blue Stage: Cutting-edge service offerings
Red Stage: A revolution in water resource management
Orange Stage: Transforming energy networks for RIIO-2

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


The connected home: smart technologies adapted to the energy transition

Centrica is designing innovations that make homes more sustainable and smarter by offering a comprehensive suite of smart home systems. Join Neal to understand why Centrica is prioritising solutions that make homes safer, more comfortable, more self-sufficient and cheaper to run day-to-day to add value to its customers.


Neal Coady, Centrica | Future of Utilities
Neal Coady

HEM Technology Director , Centrica

New technology offerings for the utility of the future

Senior representative, Atkins


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

Neal Coady, Centrica | Future of Utilities
Neal Coady

HEM Technology Director , Centrica

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

Bryn Jones, Pure Planet | Future of Utilities
Bryn Jones

Chief Technology Officer , Pure Planet

Simon Cox, Publicis Sapient - Future of Utilties
Simon Cox

Senior Director, CX & Innovation Consulting , Publicis.Sapient

Innovative strategies to deliver secure and sustainable water supplies by 2050


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

Creating holistic strategies to water resource management


Sally Watson, Mott Macdonald | Future of Utilities
Sally Watson

Global Practice Leader – Water Resources , Mott MacDonald

Panel discussion

Investing in resilience: undertaking a collaborative approach

  • Is the current pace of change adequate and achievable?
  • What is the role of technology in maintaining sustainable water supplies?
  • Which technologies offer the most cost-effective solutions?
  • To what extent can modelling improve water resource management?
  • How can suppliers effectively support their customer base to ensure sustainable water supplies are maintained?
  • Minimising disruption during large-scale mains replacement: can technology help?
  • Assessing strategies to maintain affordability
  • To what extent is the current framework conducive to securing the best value for customers?

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

Sally Watson, Mott Macdonald | Future of Utilities
Sally Watson

Global Practice Leader – Water Resources , Mott MacDonald

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.


Marcus Stewart National Grid Future of Utilities
Marcus Stewart

ESO Principle Advisor , National Grid ESO

The Customer Engagement Maturity Model: which part of your business is being left behind?

Many utility companies find it hard to prove the value of their CX initiatives. Translating core beliefs in customer lifetime value, loyalty, evangelism, into measurable business benefits sometimes feels too big and too nebulous. It takes a certain level of maturity within an organization to evolve thinking around customer engagement. Figuring out where you are and what needs to improve next is a key challenge. Now in its third year and developed in conjunction with Forrester, the Customer Engagement Maturity Model quantifies maturity in four areas, shows tangible lift between stages, and highlights the widening gap between experts and experimenters.


Lloyd Buxton, Bold360 by LogMeIn | Future of Utilities
Lloyd Buxton

Major Accounts Manager , Bold360 by LogMeIn

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?

Shuchi Nagar, SGN | Future of Utilities
Shuchi Nagar

Head of Architecture and Analytics , SGN

Richard Smith, National Grid ESO - Future of Utilities
Richard Smith

Head of Commercial , National Grid ESO

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


Case study | Rebel Energy

Clean energy with a big heart

With 15 years’ experience on the trading floor at BP, Dan Bates is shaking up the status quo on what it means to be a utilities supplier. Hear his new vision for energy, coming in 2020.


Dan Bates, Rebel Energy, Future of Utilities
Dan Bates

Chief Executive Officer , Rebel Energy

Connecting with people to deliver great experiences: meaningful, personalised and omni-channel communications


John Hoggard, Quadient | Future of Utilities
John Hoggard

Global Utilities Principal , Quadient

Rob Thomas, Quadient | Future of Utilities
Robert Thomas

Enterprise Sales Manager , Quadient

Demo | Efficiency Solutions

Using technology to seamlessly eliminate wasted energy

By giving facilities managers and building occupants automated controls, real-time monitoring and deep data driven insights Measurable.Energy reduces workplace energy usage by at least 40%. Join this session to understand the technology behind the platform, and how efficiency solutions can be a differentiator in the utilities market of the future.

Senior representative, Measurable.Energy


Case study | Robotic Roadworks and Excavation System (RRES)

Revolutionising utility excavation methods: understanding the future of roadworks

RRES will fuse advanced robotic arm technology with a mobile platform, and will be controlled by AI using a suite of sensors and feedback controls to enable autonomous, safe and efficient mains excavation.


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 Owen, 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 Owen, 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, BEIS | Future of Utilities
Liz Kitchen

Senior Policy Advisor, Heat Strategy and Innovation , BEIS

Session 8

15.00 - 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

15.20

Chair’s closing remarks and end of conference

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