The UK’s leading energy & water summit
15 – 16 September 2021
Business Design Centre, London
Future of Utilities Summit is reuniting the energy and water sector. To prepare you for the journey from the pandemic to Net Zero, we’ve brought together our best ever line-up of speakers to explore/debate/discuss all things sustainability, customer, EVs, infrastructure, assets and policy.
FEATURING:
Future of Utilities Summit: The Virtual Sessions
Keeping you up to speed in the latest innovation in CX, digitalisation and strategy. Four sessions, streaming directly to you in June and July.
2020 Speakers
Matthew Timms
Chief Digital and Technology Officer, E.ON
Philippe Commaret
Managing Director, Customers, EDF
Jessica Tan
Managing Director of Smart Home, OVO Energy
Maureen Paul
Chief Economic Advisor, Ofgem
Michael Lewis
Chief Executive Officer, E.ON UK
Frank Mitchell
Chief Executive Officer, SP Energy Networks
Tony McCandless
Chief Information Officer, Thames Water
Basil Scarsella
Chief Executive Officer, UK Power Networks
“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
Agenda
Day 1
Wednesday, 15 September 2021
15 Sep
Day 2
Thursday, 16 September 2021
16 Sep
Chat and connect in the studios
11.00 Mapping out the route from the pandemic to net zero | Delivering fast-paced change across the water sector
Blue Studio: Mapping out the route from the pandemic to net zero
Panel discussion
Rising to the challenge of tackling net zero and capitalising on industry growth
- From regulatory pressures to net zero: what factors are driving the industry to adapt?
- How could growth vary and how should organisations know what strategies to prioritise?
- Digging into transport and heat: assessing the opportunities that can drive the most ROI
- What other services hold potential and how could they become an added differentiator in the market?
- Assessing the challenges of bringing new revenue pools into the core parts of the business
- How can energy companies stay primed for the impact of new entrants coming into the market?
- Energy-as-a-service: how close is this future and what changes might it bring to the energy ecosystem?
Michael French
Chief Operating Officer, Residential & SME Energy Sales
E.ON UK
Red Studio: Delivering fast-paced change across the water sector
Keynote
Striving towards a more dynamic innovation culture throughout the organisation
From ambitious green targets and the effects of climate change to aging infrastructure, the water industry is faced with challenges on all fronts. Peter will share how Anglian Water is tackling these challenges head on by championing a culture of innovation throughout the business that encourages the flow of new ideas and takes an agile approach to change.
Peter Simpson
Chief Executive Officer
Anglian Water
Panel discussion
Customer, community, collaboration: post-pandemic strategies to build back better
- What does it mean to be a customer-centric supplier in 2021?
- How are customer expectations and behaviours continuing to evolve after the pandemic?
- What new challenges may arise as the number of vulnerable customers increases and debt levels rise?
- Have relationships with community groups evolved recently and what advantages can this bring to both parties?
- Post-pandemic working practises: assessing long-term changes and the impact on the customer
- What different paths can suppliers take to become a more socially and environmentally responsible business?
- Coping with the effects of climate change and the road to carbon neutrality: why is collaboration so important?
- The road from PR19 to PR24: what’s next for the sector?
Peter Simpson
Chief Executive Officer
Anglian Water
Pauline Walsh
Chief Executive Officer
Affinity Water
Lunch
13.45 Nurturing a more engaged customer | Smart thinking for asset maintenance | A just and green transition
Blue Studio: Nurturing a more engaged customer
Panel discussion
Keeping customers engaged, educated and onboard: finetuning digital strategies
- Becoming a credible brand to the consumer: what strengths do utilities have and what can be improved?
- What makes a successful engagement strategy and why is it critical to open up a two-way dialogue with the customer?
- Post-pandemic success: how can utilities ensure engagement remains a priority despite other business pressures?
- From schoolchildren to local regions: how can utilities reach specific customer groups and deliver targeted messaging for maximum impact?
- What special strategies may be needed to reach vulnerable or hard-to-reach customers?
- How can behavioural insights bring new potential to customer engagement and education?
- Tapping into insight from across the business: tactics for breaking down internal silos
Hannah Ngoma
Head of Customer Change
UK Power Networks
Alun Shurmer
Director of Customer Strategy and Engagement
Dwr Cymru Welsh Water
Mark Belmega
Director of Customer Strategy
Cadent Gas
Red Studio: Smart thinking for asset maintenance
Case study with live Q&A
Rethinking analytics: proving the value
In 2019, as part of their digitalisation strategy, UK Power Networks embedded a small team of analytics specialists. To date they have proven a business ROI of 34:1 per annum. Alex will share how their differentiated approaches and methodologies from outside the sector enables UK Power Networks to innovate faster and improve performance, and share how it connects to plans for smart networks and the evolution from DNO to DSO.
Alex Mahon
Head of Analytics
UK Power Networks
Panel discussion
Winning strategies for digital twins: a network-wide approach for a network-wide view
- Where has most innovation been focused so far and how impactful has this been?
- How can utilities better utilise technology to boost efficiency and deliver more for less?
- From identifying the right datasets or coping with greater volumes of new data: where do the biggest challenges lie?
- From reactive and proactive to predictive: what more can be achieved with the right analytic capabilities in place?
- How will greater rollout of IoT and 5G bring about new changes?
- Assessing individual business cases and building them into a network-wide approach: the key to strategic investment going forwards?
- How can organisations get more out of trials and pilots to inform future investments?
Alex Mahon
Head of Analytics
UK Power Networks
Orange Studio: A just and green transition
Keynote
Protecting workers and communities on the road to net zero
SSE has broken new ground to be the first company to publish a ‘Just Transition’ strategy to encourage a fair route to net zero and properly consider the social implications of the transition. Rachel will share the key takeaways from the strategy and how it is shaping development across the business.
Rachel McEwan
Chief Sustainability Officer
SSE
Fireside chat
Supporting community energy projects: engaging stakeholders and increasing opportunities
- Reflecting on ongoing projects: what have they taught us about the kind of support the DNOs can and should give?
- How can community projects benefit the energy transition and improve the customer experience?
- How does a community model impact the finance ability of the energy system?
Anda Baumerte
Sustainability Manager
Northern Powergrid
Panel discussion
Becoming a more socially responsible business: leaving no customer behind on the transition
- Keeping up with customers, government and the regulator: meeting current expectations and anticipating future change
- How can utility suppliers ensure they champion fairness and affordability at every turn?
- What challenges do utilities face when striving for a fair distribution of impact across their customer base?
- Boosting good, green jobs: where should utilities be focusing their attention?
- How can the industry better self-regulate and utilise industry codes to support a fairer transition?
- Are there challenges in aligning social consciousness with commercial interest and how can they be overcome?
Rachel McEwan
Chief Sustainability Officer
SSE
Senior Representative
Rebel Energy
Ruth Brougham
CX, Sales & Marketing Director
New Energy Platform Centrica
Refreshment break
16.00 Crafting customer-centric journeys for all | Data-driven visibility for water networks | A collaborative future for heat
Blue Studio: Crafting customer-centric journeys for all
Panel discussion
Perfecting the ‘channel of choice’ service model
- Understanding channel behaviours: what do customers want and how can utilities be best placed to meet those needs?
- Sharing information across channels: how can utilities foster more seamless experiences?
- Striving towards a ‘single customer view’: understanding the benefits for the workforce and how this translates to the customer
- How can team structures and operations be adapted to unlock the maximum benefit of this transformation?
- Human agents: how is technology reshaping their role and how can this be leveraged to enhance customer experience?
- The journey to omnichannel: do utilities face challenges in ensuring the pace of change aligns with evolving customer expectations?
- Preparing to serve the customer of 2030: what can utilities learn from other sectors?
Joe Brownless
Director of Customer Operations
Affinity Water
Red Studio: Data-driven visibility for water networks
Panel discussion
Tackling aging infrastructure with a more informed understanding of asset health
- From PR19 to net zero: exploring the need for a better picture of asset health
- How should utilities be measuring health across a diverse range of assets?
- What data sets are most important in developing this knowledge and how can this data be used more intelligently?
- Uniting insights from asset condition, asset health and system resilience: what benefits will be felt across the business?
- A holistic approach to data: how can insights be integrated into a more informed network-wide picture of asset health?
- Leveraging asset health to inform future resilience and decision-making: challenges and opportunities
- What’s holding the industry back from further innovation and what are the solutions here?
Christopher Reay
Transformation Programme Manager
Severn Trent Water
Case study with live Q&A
AI innovation and predictive analysis: the route to resilience
With AI-driven visibility across the network, water suppliers are able to make faster decisions and boost resilience. Craig will share how a more predictive approach to water quality management can improve operational and financial performance at water treatment works.
Craig Holliday
Head of Water Supply
Northumbrian Water
Orange Studio: A collaborative future for heat
Panel discussion
Utilising the potential of hydrogen and heat pumps in a net zero world
- Making the most of the testing period: what trials are in place and what results are they showing?
- What new technologies may be needed before the transition can move forwards?
- Taking the hybrid approach to domestic heat: what would this look like?
- What different strategies are needed to reach different kinds of home?
- How important will cross-industry collaboration be to ensure that each customer has the right solution for them?
- To what extent are industry frameworks and government policy fit-for-purpose?
Charles Wood
Head of New Energy Services and Heat
Energy UK
James Harrison
Director of London Network
Cadent Gas
Panel discussion
The roadmap to a hydrogen-ready network
- What policy decisions are required for the gas networks to prepare for the transition?
- What work can gas networks currently do to prepare for the transition?
- What more needs to be done to ensure safe network and a secure supply?
- Do suppliers face challenges in ensuring a reliable supply of methane as part of the transition?
- Managing the transition with the customer: what will this look like and how can suppliers ensure minimal disruption?
- Is the regulatory framework currently up to speed and how might it need to evolve?
- From low blend trials to 100% hydrogen clusters: what should the roadmap look like?
Tim Harwood
H21 Programme Director and Head of Hydrogen Technologies
Northern Gas Networks
Dr Jamie Speirs
Sustainable Gas Institute Fellow in Energy Analysis and Policy
Imperial College London
End of day
Chat and connect in the studios
09.30 Supercharging approaches to sustainability for the water sector | EVs: a new power play for utilities
Blue Studio: Supercharging approaches to sustainability for the water sector
Keynote
Countdown to 2030: strategic priorities to meet industry goals
Last year, the UK water sector laid out ambitious plans for achieving net zero emissions by 2030. To tackle this ambitious goal, Yorkshire Water has developed a diverse and thorough transformation strategy that targets change across the entire organisation. Liz will share how prioritise are being set within the business and how the industry can continue to come together to fuel further change.
Liz Barber
Chief Executive Officer
Yorkshire Water
Keynote
Catchment regulation and nature based solutions: assessing the challenges and opportunities
Investing in nature based solutions is increasingly seen as an important way to address water challenges such as floods, water shortages and problems with water quality. Colin will share how Wessex Water is exploring these new opportunities, the challenges they bring and the important regulatory considerations that will affect future change.
Colin Skellett
Chief Executive Officer
Wessex Water
Red Studio: EVs: a new power play for utilities
Keynote
Tackling the EV ecosystem: winning strategies for energy suppliers
With new players entering the market and rapidly shifting customer behaviours, the mass adoption of EVs is set to disrupt the traditional role of the supplier and bring new challenges and opportunities to the energy ecosystem. Philippe will share how energy suppliers can prepare for the coming change and ensure a profitable role in this new energy future.
Philippe Commaret
Managing Director, Customers
EDF
Keynote
Reinforcing the network to ensure true reliability: strategies for proactive transformation across systems
The boom in electric vehicle use will put never before seen pressures on energy networks, who are already grappling with the important challenge of net zero. Russell will share how National Grid is building a more flexible grid to ensure they are better able to cope with this green, electric-first future.
Russell Fowler
Senior Project Manager, Decarbonisation of Transport
National Grid
Panel discussion
Making an EV-first future a reality: ensuring accountability and encouraging collaboration
- Assessing the pace of change and the factors that could accelerate progress
- What new players could enter the ecosystem and how might the role of energy companies evolve?
- From local government to retailers: how could energy companies work with third parties more effectively?
- How can collaboration be improved with industry and non-industry players to ensure a thorough transition across the country?
- Ensuring accountability and communication: what could be improved and how might this be done?
- Regulation and policy: are they fit for purpose and where might further support be needed?
Russell Fowler
Senior Project Manager, Decarbonisation of Transport
National Grid
Philippe Commaret
Managing Director, Customers
EDF
Natalia Peralta Silverstone
Head of Propositions
Octopus Electric Vehicles
Refreshment break
11.45 Collaborative approaches for serving the business market | The race to 2030 for EV charging | Future ways of working
Blue Studio: Collaborative approaches for serving the business market
Red Studio: The race to 2030 for EV charging
Case study and live Q&A
Crafting a smooth installation journey for EV chargers
Whether it’s at home, on-street or for fleets, UK Power Networks are supporting the charging rollout via transparent information on capacity, supporting cases where capacity is low and collaborative work with local authorities. Our speaker will share how UK Power Networks is working towards providing seamless support for the EV charging rollout.
Ian Cameron
Head of Customer Service and Innovation
UK Power Networks
Panel discussion
Shaping strategies around customer needs: achieving robust coverage for charging infrastructure
- How can customer needs be better understood and factored into further development?
- From local councils to charge point manufacturers: how can greater collaboration encourage faster change?
- Coping with the expansion of home chargers and commercial charging infrastructure: what changes to the system may be needed?
- Current charging technologies: how far is this affecting development and where is innovation most needed?
- Aligning new services with established parts of the energy business: ensuring a smooth journey for the customer
- What tariff innovation may be needed as technology advances and demand increases?
- What role should the energy sector play in boosting customer confidence around battery capacity and performance?
Matt Allen
Chief Executive Officer
Pivot Power
Rubina Singh
Head of Ideation Delivery
Centrica
Orange Studio: Future ways of working
Panel discussion
Building back better: perfecting the post-Covid people and property strategy
- Where did the pandemic accelerate change and how are these changes being embedded in long-term strategy?
- From the office to the field force: how can organisations make better use of property to improve efficiency and employee experience?
- How can organisations build upon upskilling and repurposing of talent to make the most of advances in technology?
- Recruiting or repurposing talent: how has remote working unlocked new opportunities?
- Aligning this change with industry growth and organisational restructuring: ensuring operational agility
- How can organisations maximise the potential of these changes for long-term cost saving?
Angela MacOscar
Head of Innovation
Northumbrian Water
Lunch
14.30 The evolution of customer vulnerability | The next phase of home energy management | Assessing the framework for regulation and policy
Blue Studio: The evolution of customer vulnerability
Case study with live Q&A
Tapping into collaborative partnerships: towards more efficient services for suppliers and customers
To make life easier for their customers in most need of support, Thames Water is boosting collaboration with partner organisations. Peter will share how Thames Water is using these relationships to put new agreements in place to allow customers in vulnerable circumstances to proactively benefit from utility support schemes
Peter Cotton
Head of Customer Propositions
Thames Water
Panel discussion
Robust and empathetic strategies for debt management: coping with pressures from the pandemic
- What changes has the industry seen in the last 18 months and how could these trends evolve?
- From regulatory pressures to public perceptions: what other challenges are affecting service in this area?
- A smarter approach to assistance programmes: how to ensure the right kind of support for the right kind of customer
- Diversifying repayment strategies: what innovations could be most transformative?
- An efficient and empathetic approach to collections processes: how can data-driven decisions help?
- Can the industry work more collaboratively to improve engagement with and care of vulnerable customers?
- When you’ve done everything you can as a utility provider, what then?
Alex Belsham-Harris
Principal Policy Manager, Energy Retail Markets Policy
Citizens Advice
Andy Clowes
Head of Customer Experience and Strategy
South East Water
Red Studio: The next phase of home energy management
Panel discussion
Smart meters, tariff innovation, industry frameworks: paving the way for decentralisation
- What trials are currently in place and how are the results informing future innovation?
- How can engagement be boosted in customers and communities and who should be leading the way?
- Coping with uptake in distributed energy resources: what challenges might this present to the grid?
- How can customers and energy companies make better use of smart meter data and what technological innovation might be needed to support this?
- Opportunities in tariff innovation: what new choices could suppliers offer and what benefits could this bring to customers?
- How far do industry frameworks need to be adapted to support further change?
- How can the industry ensure vulnerable customers aren’t left behind or negatively affected by the transition?
Maria Brucoli
Manager – Smart Energy Systems, R&D Centre
EDF Energy
Randolph Brazier
Director of Innovation & Electricity Systems
Energy Networks Association
Orange Studio: Assessing the framework for regulation and policy
End of conference
2020 Sponsors
Gold sponsors
Silver sponsors
Bronze sponsor
Charity partners
Media partners
Who attends
