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
Chief Executive Officer, SSE
Philippe Commaret
Managing Director, Customers, EDF Energy
Heidi Mottram CBE
Chief Executive Officer, Northumbrian Water
Chris Stark
Chief Executive Officer, Committee on Climate Change
Mike Potter
Chief Technology Officer, Thames Water
Basil Scarsella
Chief Executive Officer, UK Power Networks
Annemie Ress
Chief People Officer, innogy
Johanna Dow
Chief Executive, Business Stream
“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
- All Topics
Day 1 Tuesday, 24 March 2020
Day 2 Wednesday, 25 March 2020
Welcome address and chair's opening remarks
09.15 - Guiding the industry during turbulent times
Focus areas for long-term growth
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
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.
Philippe Commaret
Managing Director, Customers , EDF Energy
Inspiring world-leading innovation: setting the tone and pace of change
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
Chief Executive Officer , SSE
Greg Jackson
Chief Executive Officer , Octopus Energy
Philippe Commaret
Managing Director, Customers , EDF Energy
Heidi Mottram CBE
Chief Executive Officer , Northumbrian Water
11.35 - Engaging the customer of the future | Achieving fully-digital networks | The role of utilities in realising Net Zero
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
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
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
Director of Water Service Delivery , Yorkshire Water
Eric Brown
Chief Technology Officer , Energy Systems Catapult
Iain Miller
Head of Innovation , Northern Powergrid
Mapping a path to success: key milestones on the road to Net Zero
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
Co-Director , UK Research Centre
Member , Committee on Climate Change
Rebecca Heaton
Head of Sustainability and Policy , Drax Power
Nick Eyre
Director, Centre for Research into Energy Demand Solutions , Environmental Change Institute
14.15 - Delivering outstanding customer service | Digitising network operations | Local energy in a transforming system
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
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
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
Head of Data Analytics, Reporting & CRM , EDF Energy
Lizzie Hieron
Managing Director , Social Energy
Mark Royle
Chief Executive Officer , Zebra Power
Eileen Brown
Director of Customer Experience , Northern Gas Networks
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
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
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
Director of Wastewater , Yorkshire Water
Keith Gardner
Director of Asset Strategy, Data and Innovation , Affinity Water
Nisarg Hirani
General Manager, Transformation , Scottish Water
Jonathan Booth
Head of Asset Management , Electricity North West
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
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
Co-Chief Executive Officer , Repowering London
Rick Parfett
Policy Officer , The Association for Decentralised Energy
Leonie Cooper
Environment and Energy Lead for Labour , London Assembly
Nadia Smith
Policy Analyst , REA
16.05 - Serving the industrial & commercial market | Digital twin innovation / The implications of reduced rates of return | Tech spotlights
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
Chief Executive , Business Stream
Neil Pendle
Managing Director , Waterscan
Mark Loveday
I&C Operations Director , EDF Energy
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
Innovation Manager , SES Water
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
Innovation Analyst , UK Power Networks
Chair’s closing remarks and drinks reception
Chair’s opening remarks
09.20 - Strategic priorities for the future – an aerial perspective
Facilitating system change for the benefit of current and future generations alike
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
Chief Executive Officer , UK Power Networks
Putting technology at the heart of business to transform outcomes for customers
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
Chief Executive Officer , UK Power Networks
Mike Potter
Chief Technology Officer , Thames Water
Frank Mitchell
Chief Executive Officer , SP Energy Networks
Joanne Harrison
Asset Management Director , United Utilities
Paul Richards
Managing Director , Together Energy
11.35 - Cutting-edge service offerings | A revolution in leakage reduction | Transforming energy networks for RIIO-2
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
Director of New Product Development , Shell Energy
Alan Bates
Chief Executive Officer , Guernsey Electricity
Tomoyuki Moriguchi
Group Strategic Planning Director , Tonik Energy
Simon Brown
Transformation Director , Water Plus
Bryn Jones
Chief Technology Officer , Pure Planet
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
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
Network Delivery Director , United Utilities
John Russell
Senior Director , Ofwat
Mel Karam
Chief Executive Officer , Bristol Water
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
Head of Architecture and Analytics , SGN
13.55 - Innovation Hub | The future of heat
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
Head of Innovation , SGN
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
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
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
Energy Strategy Director , Wales & West Utilities
Keith Owen
Head of Systems Development and Energy Strategy , Northern Gas Networks
Rose Chard
Consumer Insight Manager , Energy Systems Catapult
John Armstrong
Head of City Energy , E.ON UK
Liz Kitchen
Senior Policy Advisor, Heat Strategy and Innovation , BEIS
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
Senior Director, Water 2020 , Ofwat
Keynote address
Net Zero: what does it mean for the utilities industry?
Chris Stark
Chief Executive Officer , Committee on Climate Change
Chair’s closing remarks and end of conference
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