The UK’s Leading Energy & Water Summit

26 – 27 March 2019

etc.venues 155 Bishopsgate, London

ATTENDEES

350+

SPEAKERS

100+

ENERGY COMPANIES

50+

WATER COMPANIES

25+

Future of Utilities Summit 2019 features 100+ speakers on three different stages making the UK’s leading energy and water event bigger than ever before.

By striking a balance between cross-industry discussion and in-depth exploration into customer interactions, energy, and water, this year’s programme will provide the best environment for strategic consultation of all critical issues facing today’s decision-makers.

Agenda Highlights

Speakers

Heidi Mottram

Heidi Mottram

Chief Executive Officer, Northumbrian Water

Michael-Lewis

Michael Lewis

Chief Executive Officer, E.ON

John Morea SGN Future of Utilities Summit 2019

John Morea

Chief Executive Officer, SGN

Pauline Walsh

Chief Executive Officer, Affinity Water

Steve Robertson, Thames Water - Future of Utilities Summit 2019

Steve Robertson

Chief Executive Officer, Thames Water

Colin Crooks

Chief Executive Officer, Shell Energy

Wilfrid Petrie Engie Future of Utilities Summit

Wilfrid Petrie

Chief Executive Officer, Engie

John Reynolds Smart Energy 2018

John Reynolds

Chief Executive Officer, Castle Water

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Unmissable speakers

More than 100 of the most innovative, exciting, and knowledgeable speakers from across the utilities industry, ranging from the big energy and water players to exciting challengers.

3 stages – unrivalled insights

Topics include customer service and new retail technology, proactive asset management and network flexibility, decarbonising heat and RIIO-2, to Water 2020 and the opened water market.

More than great content

8+ hours of networking time, where you can meet with your peers, strike up meaningful conversations, and build the partnerships that will transform the future of your strategy.

The key players you need to meet

An exhibition floor packed with solutions providers, providing your one-stop shop for the connections that will drive your efficiency and reduce your costs.

Agenda

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Day 1 Tuesday, 26 March 2019

Day 2 Wednesday, 27 March 2019

09.00

Welcome address

09.05

Chair's opening remarks - Hayley Monks, Managing Director, Think Inspire & Create

Session 1

A view from the top – charting the path of industry change

09.10

Setting the pace of industry change: disrupting the water industry from within


Heidi Mottram
Heidi Mottram

Chief Executive Officer , Northumbrian Water

09.25

Providing safe, efficient, value-for-money service: improving outcomes for customers


John Morea SGN Future of Utilities Summit 2019
John Morea

Chief Executive Officer , SGN

09.40
Case study | Uniper

Undertaking a digital transformation journey using RPA


Chrisitan Floetotto, Uniper
Christian Flötotto

Director, Business Change , Uniper

10.00

Prioritising long-term investment to improve service to customers


Steve Robertson, Thames Water - Future of Utilities Summit 2019
Steve Robertson

Chief Executive Officer , Thames Water

10.15

Tomorrow’s Utility Today: Outpacing Customer Expectations with The Industry Cloud

Rising customer expectations, increased competition, and disruptive technology have driven the need for reinvention across the Energy & Utilities industry. It is no longer enough to compete on product, price and even user experience. Tomorrow’s customer demands an infinite range of convergent products & services that are smart, flexible and personalised to their needs. There is an opportunity to outpace these expectations, but it requires a shift in both mindset and culture, underpinned by a modern, agile, future-proof technology platform.


Gavin Geekie Vlocity
Gavin Geekie

Senior Industry Director, Energy and Utilities , Vlocity

10.30

Delivering the energy network of the future


David Wright National Grid
David Wright

Chief Engineer and Director, Electricity Transmission , National Grid

10.45
Panel discussion | Leaders’ forum

Driving change in the industry: strategic priorities for 2019 and beyond

  • What will the utilities industry of 2025 look like?
  • How will the role of the utilities supplier develop over the next five years?
  • How should the industry adapt to changing customer demographics?
  • Which technologies hold the greatest potential to drive improvements in efficiency?
  • How can the industry adapt to a political climate of more state intervention?
  • How can firms ensure that they remain attractive to investors?

Heidi Mottram
Heidi Mottram

Chief Executive Officer , Northumbrian Water

John Morea SGN Future of Utilities Summit 2019
John Morea

Chief Executive Officer , SGN

David Wright National Grid
David Wright

Chief Engineer and Director, Electricity Transmission , National Grid

Steve Robertson, Thames Water - Future of Utilities Summit 2019
Steve Robertson

Chief Executive Officer , Thames Water

11.20

Refreshments

Session 2

Serving a changing market | The future of electricity & gas networks | Approaches to Water 2020

Blue Stage: Serving a changing market
Red Stage: The future of electricity & gas networks
Orange Stage: Approaches to Water 2020
Chaired by

Simon Harvey Publicis.Sapient
Simon Harvey

Group Vice President , Publicis.Sapient

11.50

Developing the future of customer interactions


Lisa Holmes, Bristol Energy
Lisa Holmes

Chief Information Officer , Bristol Energy

12.10

The prosumer vs consumer dilemma and the role of technology

The UK energy retail sector has been transformed over the past decade with technology advances, increased competition, and regulation designed to drive low carbon energy production and use.   Some people believe this has created a generation of Prosumers.  To what extent should energy retailers’ investment decisions be influenced to balance their needs with those of other, less engaged customers?


Geoff Childs, Gentrack
Geoff Childs

Sales Director , Gentrack UK & Europe

12.30

Strategies for serving future customers


Nick Eves, Southern Water
Nick Eves

Head of Customer Insight, Strategy & Regulation , Southern Water

12.50
Panel discussion

Tailoring interactions to the customer of the future: strategies fit for 2020

• What will the supplier of the future look like?
• What steps can utilities take to improve customer engagement?
• What’s the role of a supplier in a market that can supply itself?
• Dealing with low frequency interaction rates: getting things right first time
• Balancing value-added services and price: where does the sweet spot lie?
• Supplying I&C customers: what do large accounts expect from their suppliers?
• Including vulnerable customers in the conversation: working together to provide a necessary service for everyone
• Which technologies have the greatest scope to disrupt the industry?


Ben Newby
Ben Newby

Chief Customer Officer , Bristol Water

Lisa Holmes, Bristol Energy
Lisa Holmes

Chief Information Officer , Bristol Energy

Geoff Childs, Gentrack
Geoff Childs

Sales Director , Gentrack UK & Europe

Nick Eves, Southern Water
Nick Eves

Head of Customer Insight, Strategy & Regulation , Southern Water

Sam Fuller, UK Power Networks
Sam Fuller

Head of Customer Service , UK Power Networks

Chaired by

Nina Skorupska, REA
Nina Skorupska

Chief Executive , REA

11.50

Aspirations for 2021 and beyond: working together to achieve whole system benefits

With increasing demand on the electricity network, learn how UK Power Networks is leading the journey to find new, innovative solutions to maintain affordability for its customers.


Suleman Alli
Suleman Alli

Director of Strategy , UK Power Networks

12.10

Architecting our future with algorithms: AI, AR, cognitive and big data

Who does what in a new world of machines?

Cognitive, AI capabilities and Augmented Reality for Asset and Work Management show incredible promise. Visual Analytics for Helicopter Patrols, Drone Inspections; Extending the Asset Registry using Blockchain for smart contract governance; Cognitive Analytics for Decision Support and Wearables for Safety Insights. Learn what is being done and the possibilities as Watson and a world of solutions become more imbedded in solving our business challenges:

  • How to support the transition of the aging workforce to an engaging workforce?
  • How to assess risks on aging infrastructure for life extension or replacement?
  • How will Machines and Humans collaborate?

Terry Saunders IBM
Terry Saunders

Worldwide Utilities Industry Leader , IBM Watson IoT

12.30

Upgrading the system to support energy transition challenges: driving innovation and efficiency

  • Thinking smarter to deliver the energy system transition
  • Giving consumers a stronger voice: enhancing stakeholder engagement in 2019 and beyond
  • Achieving long-term value from investment
  • Playing a full role in the delivery of carbon reduction commitments

Chris Clarke SSE Future of Utilities
Chris Clarke

Future Strategy Director , Wales & West Utilities

12.50
Panel discussion

Building on lessons learned since RIIO-1 for the future of GB networks

• How can the industry work together to foster a deeper innovation culture?
• What is the role of networks in a highly decentralised generation world?
• Improving the service networks deliver to customers: what are the main areas for improvement?
• Improving network reliability: what should the industry look like in 2021?
• What can be done to improve the investment proposition for utilities?


Chris Clarke SSE Future of Utilities
Chris Clarke

Future Strategy Director , Wales & West Utilities

Suleman Alli
Suleman Alli

Director of Strategy , UK Power Networks

Chaired by

Karma-Loveday-The-Water-Report
Karma Loveday

Editor , The Water Report

11.50

Enabling sustainable growth: providing for customers, stakeholders, and society

  • Working together to build awareness of water resilience: ensuring everyone plays their part
  • How can the industry make best use of data to predict maintenance needs?
  • Ensuring innovation has sustainability at its heart: adopting a long-term approach

Alex Plant | Anglian Water
Alex Plant

Regulation Director , Anglian Water

12.10

Providing services that are better for customers and the environment: championing innovation in the water sector

  • Delivering a stretching and innovative plan for customers and the environment
  • Targeting unprecedented engagement with customers, regulators, and other stakeholders
  • Harnessing technology to get customer interactions right first time
  • Working with consultants and charities to deliver a truly innovative approach

Louise Beardmore, United Utilities
Louise Beardmore

Customer Service Director , United Utilities

12.30
Panel discussion

Delivering more of what matters: the road ahead for the water industry

• Delivering more for less: what steps should be taken to ensure that water is as affordable as possible?
• How can water companies evolve to become customer service leaders?
• Re-building trust and confidence: what strategies should water companies pursue?
• What impact will deepening the resilience commitment have on financeability?
• Culture and capabilities: how can the industry work together to be as innovative as possible?
• Reflecting on experiences of the price review so far: is fast track worth it?


Alex Plant | Anglian Water
Alex Plant

Regulation Director , Anglian Water

Ed-Mitchell-Pennon-Group
Ed Mitchell

Director of Environment , Pennon Group

Louise Beardmore, United Utilities
Louise Beardmore

Customer Service Director , United Utilities

13.20

Lunch

Session 3

Meet the new technology transforming energy & water retail | Improving network flexibility | The innovation hub

Blue Stage: Meet the new technology transforming energy & water retail
Red Stage: Improving network flexibility
Orange Stage: The innovation hub
Chaired by

Sergio Falletti, Publicis.Spaient
Sergio Falletti

Director of Technology , Publicis.Sapient

14.35

Using technology to enhance customer experiences: defining your strategy in a connected world

  • Looking back to go forward: what’s been learnt so far with new technology trials?
  • Envisioning the place of technology in customer interactions
  • What are the key pitfalls to avoid when creating your digital strategy?

Simon Pearson Energy Systems Catapult
Simon Pearson

Digital Business Lead , Energy Systems Catapult

14.55
Case study | Wessex Water

Using technology to transform the experiences of customers of every different type

Wessex Water are using technology across the board to revolutionise their customers’ experiences. From Alexa skills to Uber-style job trackers, it’s all change. Learn what the journey has been like from Alex Rutherford who will be exploring the true potential of technology.


Alex Rutherford Wessex Water
Alex Rutherford

Customer Excellence Change Manager , Wessex Water

15.15

AI: unlock new revenues, drive engagement


Prateek Chakravarty, Head of Worldwide Sales, Bidgely
Prateek Chakravarty

Executive VP , Bidgely

15.35
Panel discussion

Towards technology-enabled customer interactions: what are the next steps?

  • Leveraging technology to deliver for customers: what does good look like?
  • Hype or game changer: which technologies are set to truly transform the industry?
  • What are the advantages of being a first mover?
  • Keeping up with the churn: adapting strategies to match the pace of change
  • Investing for long-term success: deciphering the business case for different technologies
  • The importance of being selective: how to avoid using tech for the sake of it
  • Which new features are really valued by consumers?
  • Plan of action: defining the key elements of new retail technology adoption

Simon Pearson Energy Systems Catapult
Simon Pearson

Digital Business Lead , Energy Systems Catapult

Alex Rutherford Wessex Water
Alex Rutherford

Customer Excellence Change Manager , Wessex Water

Natalia Konstantinova

Lead Software Engineer , Shell Energy

14.35

Designing the electricity network of the future: adapting to changing market conditions

Electricity networks are rising to the challenge put to them by the Government’s energy decarbonisation commitments. Paul Bircham will share the innovative strategies undertaken by Electricity North West, and its vision for a future with a new energy landscape.


Paul Bircham

Commercial Strategy & Support Director , Electricity North West

14.55

Grid modernization: how to build a resilient, flexible, secure, and affordable grid using GIS

Grid modernization is about resiliency, reliability and affordability. Storms, fires, earthquakes and landslides hammer your grid. Utilities are continuously adding sensors to their grid, laying the foundations for insights into building a tougher, sustainable and smarter grid. ArcGIS provides the bridge between your information (IT) and operational (OT) technologies to sharpen utilities insights into grid behavior – and grid vulnerability. Uncover hidden hazards and opportunities with spatial analytics.


Matt Piper, Esri
Matt Piper

Global Director Industry Solutions: Utilities, Infrastructure and AEC , Esri

15.15

Operating a safe, economic and sustainable network: realising the benefits of smarter system operation

Decarbonisation will provide new opportunities for businesses and investment, causing dramatic changes in the way that energy is both generated and consumed. Join Julian Leslie to understand how National Grid is striving to boldly take advantage of new technology to change the way it operates.


Julian Leslie National Grid
Julian Leslie

Head of Network Capability Electricity , National Grid ESO

15.35
Panel Discussion

Upgrading network flexibility: designing systems fit for future needs

  • To what extent do networks need to adapt to the changing generation mix?
  • How can networks prepare for the increased demand from electrified heat and transport?
  • How can storage be used to improve network resilience?
  • Can storage be used to increase support to remote and vulnerable communities?
  • Alternatives to storage: what is the potential for energy management services?
  • What will the remaining centralised network look like in the future?
  • How will enhancing the flexibility of networks improve the investment landscape?

Paul Bircham

Commercial Strategy & Support Director , Electricity North West

Caroline-Bragg-The-Association-for-Decentralised-Energy
Caroline Bragg

Senior Policy Officer , The Association for Decentralised Energy

Greg-Farrell
Greg Farrell

Head of System Strategy , Northern Powergrid

Julian Leslie National Grid
Julian Leslie

Head of Network Capability Electricity , National Grid ESO

In this session, hear presentations and demos from those driving innovation in the utilities sector.

Chaired by

Hayley Monks, Think Inspire & Create
Hayley Monks

Managing Director , Think Inspire & Create

14.35

Powering innovation: nurturing ideas to improve the future of utilities

With a goal of transforming the way we live, work and move, Centrica Innovations has been collaborating with change-makers around the globe. The mission is to invest £100m in new technologies and innovations; join Nicola Cheyne for key insights about what the journey has been like to date.


Nicola McCheyne

Head of Ideas Lab , Centrica Innovations

14.50
Demo | Localz

Improving customer experience and efficiency through location technology

British Gas has seen a 17% reduction ​in missed appointments since deploying Localz technology. Localz’ solution is keeping British Gas customers updated in real-time with one-click “on my way” live ETA tracking. Hear more about how Localz location triggered communication tools provide real-time customer transparency and control on the day of fulfilment; dramatically increasing customer satisfaction.


Ashley Brooks Localz
Ashley Brooks

Sales Director , Localz

15.00

Transforming operations to deliver efficiency savings & sustainability: innovation across the value chain

Wessex Water’s sustainability strategy has garnered industry wide acclaim for its open and collaborative approach. In this case study, Dan Green will explore how the south west WASC has utilised local partnerships, community ties and technology to cut overhead costs whilst drastically improving the ecology of the catchment areas it manages.

 


Dan-Green
Dan Green

Head of Sustainability and Innovation , Wessex Water

15.15
Demo | Extreme Low Energy

All electronic devices are powered via DC using an AC/DC adapter plug. Ele’s unique Low Voltage power infrastructures eliminate waste from this conversion which unlocks significant cost reductions and carbon emission savings by running electronic devices far more efficiently. This opens the door to a new generation of low-energy modular buildings that could transform future relationships with the energy industry.


Mark-Buchanan
Mark Buchanan

Technical Director , Extreme Low Energy

15.25

Leveraging partners for innovation: is collaboration the key to surviving change and growth?

It is widely accepted that AI and other digital innovation can increase automation and efficiency. Some good use cases have been identified – load balancing, optimising yield from assets, predictive maintenance, energy trading customer insight, for example. However, AI is not just a simple solution you can overlay onto your existing business plans or infrastructure, it needs a lot of planning. Join Colin to hear about some of the dos and don’ts so that you can optimise your strategy.


Colin Beaney IFS
Colin Beaney

Global Industry Director-Energy, Utilities & Resources , IFS

15.45
Demo | n3rgy data

Simply liberalising and commoditising access to smart meter data so that all innovators and entrepreneurs can launch our future energy systems and services. No longer is smart meter data hidden behind regulation, complex technical systems and high costs. You can get access to the smart meter data from millions of homes and businesses immediately plus the tools you need to ensure compliance with general data privacy needs.


Matthew Roderick n3rgy
Matthew Roderick

Founder , n3rgy

15.55

Intelligent, connected smart homes: delivering in-house innovation to enhance customer experience

Join this session to hear how British Gas has been taking connected homes to the next level by creating immersive experiences that transform the relationships consumers have with their suppliers. Learn what it takes to create innovative products that cater to a mass consumer base, and integrate them to develop seamless consumer journeys.


Lizi Jenkins

Head of Innovation , British Gas

16.10

Refreshments

Session 4

New business models for a smarter market | Proactive asset management: the future of network infrastructure? | Water market reform: an assessment two years on

Blue Stage: New business models for a smarter market
Red Stage: Proactive asset management: the future of network infrastructure?
Orange Stage: Water market reform: an assessment two years on
Chaired by

Hayley Monks, Think Inspire & Create
Hayley Monks

Managing Director , Think Inspire & Create

16.35
Case study | Octopus Energy

Winning back customer trust: a new breed of energy supplier

Octopus Energy is creating change in the energy market by using technology to create a leaner business from the ground up. From a tariff that shows how much profit is being made from households, right down to EV smart charging, it’s doing things differently. Join Stuart to get to grips with the ripples Octopus is making.


Sturt-Jackson-Octopus-Energy-Photo
Stuart Jackson

Chief Financial Officer , Octopus Energy

16.55
Case study | SmartestEnergy

Modernising business energy contracts through increased transparency

With a proud commitment to market-leading customer service and innovative contract structures, SmartestEnergy has set out to do things differently within the energy market. Learn how it has created a business strategy centred on transparency, open collaboration and most crucially, with a customer centric approach.

 


Mike Shirley SmartestEnergy
Mike Shirley

Head of Marketing , SmartestEnergy

17.15

Winning trust with customers through simplicity: new ways of working by augmenting human interactions and insight with AI


Kapil Singhal, vyn
Kapil Singhal

Chief Executive Officer & Co-Founder , vyn SmartVideoNotes

17.35
Panel discussion

Creating a business model for tomorrow’s world: building a strategy from within

  • How is the supplier business model adapting to new market conditions?
  • What can we expect from new entrants to the market?
  • How might consolidation develop over the next five years?
  • Adapting the model of suppliers in a more competitive landscape: the end of utilities as a commodity?
  • How must regulation adapt to support the changing market?
  • To what extent does the approach towards price caps vary between suppliers of different sizes?
  • Supplying more than just utilities services: offering bundles as a differentiator

Sturt-Jackson-Octopus-Energy-Photo
Stuart Jackson

Chief Financial Officer , Octopus Energy

Mike Shirley SmartestEnergy
Mike Shirley

Head of Marketing , SmartestEnergy

Andrew Thompsen Ofgem
Andrew Thomsen

Senior Manager, Consumers & Markets , Ofgem

Andrew-Lever_CarbonTrust_-Future-of-Utilities
Andrew Lever

Director of Programmes & Innovations , The Carbon Trust

Chaired by

Oliver Grievson, SWIG
Oliver Grievson

Director , SWIG

16.35

Making the network work for customers and stakeholders: maintaining a network that is smarter and more flexible

  • The role of networks in facilitating the transition to a low carbon economy
  • Undertaking technological, commercial and operational innovation
  • Improving network efficiency: using technology to meet existing and future needs

Graham Campbell, SP Energy Networks
Graham Campbell

Head of DSO , SP Energy Networks

16.50

Creating an active asset management strategy: transforming data into insights

  • Driving a data led approach to decision making
  • Creating a culture for innovation
  • Identifying and employing future technologies and Open Data

Robert Krempic Yorkshire Water, Future of Utilities Summit
Robert Krempic

Head of Data Science , Yorkshire Water

17.05

Harnessing analytical capacity to deliver a step-change in asset performance

Much of the hype around smart infrastructure is about new data streams and a statistics-driven AI approach, but we sometimes forget that our engineering principles are still fundamental.  The step-change will be delivered at the intersection of the two worlds.  Join Thomas Joseph to learn how to combine modern analytics and existing engineering tooling to predict issues and drive performance across existing assets.


Thomas Joseph Mott Macdonald
Thomas Joseph

Head of Asset Performance Optimisation, Smart Infrastructure , Mott MacDonald

17.25

The digital transformation of asset management: adopting a predictive approach

  • Making sense of information to develop informed maintenance decisions
  • How can data be transformed into a usable form?
  • Communicating benefits to stakeholders: what are the most compelling advantages to analytical capability?

Dave Ogden United Utilities
Dave Ogden

Head of Wholesale Technology , United Utilities

17.40
Panel discussion

Moving from reactive to proactive: using real-time analytics to improve asset management

  • What could proactive and predictive networks look like?
  • How can smart asset management transform incident response?
  • Creating an agile system: should adaptability be built into networks?
  • How can analytics transform peak-demand management to improve resilience?
  • Planning for the future: what must networks do to prepare for a data-rich world?
  • Developing skills to unlock wider capabilities for field operatives
  • Overcoming non-digital data silos: how can data be transformed into a usable form?
  • To what extent would making asset management more proactive change the networks’ investment proposition?

Fabio Giammanco - Enel
Fabio Giammanco

Head of Smart Grid Devices , Enel

Robert Krempic Yorkshire Water, Future of Utilities Summit
Robert Krempic

Head of Data Science , Yorkshire Water

Graham Campbell, SP Energy Networks
Graham Campbell

Head of DSO , SP Energy Networks

Patrick Willard, TIBCO
Patrick Willard

Major Account Executive - Energy UK&I , TIBCO

Dave Ogden United Utilities
Dave Ogden

Head of Wholesale Technology , United Utilities

Chaired by

Karma-Loveday-The-Water-Report
Karma Loveday

Editor , The Water Report

16.35

Navigating the largest retail water market in the world: making life simpler and more cost effective


John Reynolds Smart Energy 2018
John Reynolds

Chief Executive Officer , Castle Water

16.55

Driving change in the market for the benefit of its customers

 


Des Burke Mosl
Des Burke

Interim CEO , MOSL

17.15

Open Water 2 years on: the wholesalers’ perspective


Simon Bennett
Simon Bennett

Head of Wholesale , Bristol Water

17.35
Panel discussion

Reflecting on market progress: what’s the next phase for open water?

  • Bringing it back to the customer: how has opening the market affected businesses of differing sizes?
  • Working together to improve data quality: strategies for success
  • The retailer-wholesaler relationship: building on the experience of the past two years
  • Will there be significant consolidation over the next five years?
  • What lessons can we learn from the non-household market for further reform in water?

Mike Keil
Mike Keil

Head of Policy and Research , Consumer Council for Water

Lucy Darch, Wave
Lucy Darch

Chief Executive Officer , Wave

Simon Bennett
Simon Bennett

Head of Wholesale , Bristol Water

John Reynolds Smart Energy 2018
John Reynolds

Chief Executive Officer , Castle Water

Des Burke Mosl
Des Burke

Interim CEO , MOSL

18.05

Chair’s closing remarks, followed by drinks reception

09.00

Chair’s opening remarks

Session 5

The future of energy & water: strategies for success

09.05

Delivering a tailored service for customers: options to suit every size and type of business


Wilfrid Petrie Engie Future of Utilities Summit
Wilfrid Petrie

Chief Executive Officer , Engie

09.25

Working for customers and communities: innovating to deliver a great service


Pauline Walsh

Chief Executive Officer , Affinity Water

09.45

Changing behaviours: breaking the habits of an industry

 


Mike Ballard Oracle Utilities FFuture of Utilities Summit 2019
Mike Ballard

VP Industray Strategy , Oracle

10.05

Title to be confirmed


Michael-Lewis
Michael Lewis

Chief Executive Officer , E.ON

10.45
Panel discussion | Leaders’ forum

Preparing for the future of the industry: utilities in a smarter era

  • Developing an innovation culture: inspiring and engaging employees
  • How can companies remain agile enough to respond to changes in market conditions?
  • How can the industry take advantage of the data revolution to improve services?
  • To what extent should companies focus on rebuilding the trust of customers?
  • How can the industry work together to improve its sustainability?
  • How is Brexit and uncertainty affecting the investment proposition for UK utilities?

Mike Ballard Oracle Utilities FFuture of Utilities Summit 2019
Mike Ballard

VP Industray Strategy , Oracle

Michael-Lewis
Michael Lewis

Chief Executive Officer , E.ON

Wilfrid Petrie Engie Future of Utilities Summit
Wilfrid Petrie

Chief Executive Officer , Engie

11.15

Refreshments

Session 6

Striving for customer excellence | Adapting to climate change | Exploring the future of heat

Blue Stage: Striving for customer excellence
Red Stage: Adapting to climate change
Orange Stage: Exploring the future of heat
Chaired by

Kirk Wilson Publicis.Sapient
Kirk Wilson

Client Executive , Publicis.Sapient

11.45
Out-of-industry insight | Ann Summers

Striving towards customer excellence

Doroteya will discuss the journey undertaken at Ann Summers when designing web features with the customer in mind. Although this talk will focus on our journey toward reaching customer excellence online, it will also touch on the vision of the business to become a truly insight driven organisation (IDO). 

Doroteya Plummer, Ann Summers
Doroteya Plummer

User Experience Design Manager , Ann Summers

12.05
Out-of-industry insight | John Lewis

The next-generation of experience design

Steve will demonstrate the power of service design in practice at John Lewis and then explore how to break down internal silos to execute great UX design in large organisations.


Steve Kato-Spyrou

User Experience Manager , John Lewis

12.25

Enhancing the customer experience through back office Digital Solutions

Atkins provides back office support to Southern Water’s Developer Services Team, and this session will focus on the efficiency improvements that are being carried out behind the scenes to improve their customer’s experience.


Geoff Keam, Atkins
Geoff Keam

Developer Services Lea , Atkins

12.45
Panel discussion

Delivering outstanding customer service: improving CX, moments, and journeys

  • How can loyalty be rewarded in the utilities sector?
  • What lessons can utilities draw from other industries?
  • Keeping up with customer preferences: content strategy that’s tailored to consumption trends
  • Engaging with customers on new platforms: reviews, social media, and aggregators
  • Balancing new technology with humans: creating interactions which feel ‘genuine’
  • Is personalisation necessary for a successful marketing strategy? Can it ever be too personal?
  • Does the industry have the skills to innovate in customer service?
  • Designing service with vulnerable customers in mind: how can utilities improve the delivery of priority services?

Eileen Brown

Director of Customer Experience , Northern Gas Networks

Greg Dugmore Pennon Group
Greg Dugmore

Head of Commercial , Pennon Group

Zoisa Walton Octopus Energy
Zoisa Walton

Director, Business , Octopus Energy

Joel Strohmeier Bristol Energy
Joel Strohmeier

Digital Transformation Manager , Bristol Energy

Chaired by

Trevor Bishop WRSE
Trevor Bishop

Chair , Water Resources South East

11.45

Investment in energy innovation: current and future thinking


Matthew Billson BEIS
Matthew Billson

Head of Strategy, Energy Innovation & Climate Science , BEIS

12.05
Case study | Southern Water

Addressing the resilience gap: achieving long-term sustainability

Southern Water has been exploring innovative ways to secure water resources for the future and protect the environment. Join this session to better understand how to balance water supply with the environment.


Alison Hoyle Southern Water
Alison Hoyle

Compliance and Asset Resilience Director , Southern Water

12.25
Panel discussion

Continually adapting to climate change and reducing the industry’s carbon footprint

  • Improving industry wide incident response: is collaboration the key?
  • How feasible is it to target an incident free future?
  • To what extent does a focus on sustainability change the industry’s supply of capital?
  • How important will domestic customers’ behaviour be in the journey towards a sustainable utilities industry?
  • What makes an effective customer awareness programme? How should it be adjusted for I&C customers?
  • Should resilience programmes be compulsory?
  • What lessons for compliance and approaches to long-term planning can be learnt from abroad?

Steven Thompson National Grid
Steven Thompson

Environmental Sustainability Manager , National Grid

Alison Hoyle Southern Water
Alison Hoyle

Compliance and Asset Resilience Director , Southern Water

Professor Jim Hall
Professor Jim Hall

Director , Environmental Change Institute
Member , Committee for Climate Change

Neil Dewis - Yorkshire Water
Neil Dewis

Director of Water Service Delivery , Yorkshire Water

Matthew Billson BEIS
Matthew Billson

Head of Strategy, Energy Innovation & Climate Science , BEIS

Chaired by

Janet Wood New Power
Janet Wood

Editor , New Power

11.45

2050 decarbonisation commitments and the wider impact of electrification

In order to achieve the electrification of heat, as well as transport and renewables, there are many obstacles to overcome. Ili will discuss the technological and enabling gaps that stand in between the industry and the 2050 decarbonisation commitments.


Iliana Portugues
Iliana Portugues

Head of Innovation , National Grid

12.05

Title to be confirmed


Steven Edwards Wales and West
Steven Edwards

Director of Regulation and Commercial , Wales & West Utilities

12.25
Panel discussion

The role of gas in 2050? Long-term strategies for decarbonising heat

  • To what extent will we need gas in the future?
  • Which technologies offer the best solution to decarbonising heat?
  • Dealing with a surge in electricity demand: how could electrification transform the energy system?
  • How can the industry avoid the stranding of assets?
  • Encouraging the end user: how can businesses and households be persuaded to adapt their heat sources?
  • Co-ordinating with central and local governments to achieve results: collaboration to match demand and supply for heat across the country
  • How effective has the Renewable Heat Incentive been in encouraging lower carbon heat source adoption?

Steven Edwards Wales and West
Steven Edwards

Director of Regulation and Commercial , Wales & West Utilities

Iliana Portugues
Iliana Portugues

Head of Innovation , National Grid

13.10

Lunch hosted by Gentrack

Session 7

Trust, legitimacy, and financeability | Using new technology in energy & water supply operations

Blue Stage: Trust, legitimacy, and financeability
Red Stage: Using new technology in energy & eater supply operations
Chaired by

Tabish Khan, British Gas
Tabish Khan

Regulatory Manager , British Gas

14.25
Panel discussion

Restoring confidence and rebuilding trust in the utilities industry

  • What strategies can the industry undertake to restore public trust?
  • How can the commitment to best practice be communicated to customers?
  • Will the emergence of new technology help companies get closer to their customers and markets working better?
  • What should the industry do in response to greater state intervention and possible nationalisation?
  • How fair is it to say that the industry has brought the nationalisation question upon themselves?
  • Can the industry reinvent itself or does it need outside intervention?

Natasha Hobday

Group Policy and Regulation Director , Shell Energy

Alexandra Meagher

Head of Risk and Regulation , Bulb Energy

Richard Sweet
Richard Sweet

Head of Regulatory Policy , Scottish Power

15.00

Moving abroad? Can the UK utilities market remain an attractive investment proposition?

With price caps, threats of nationalisation, a reduced return on capital, and Brexit, the UK utilities industry is currently facing barriers to investment. Learn how the UK really stacks up for both debt and equity international investors and how it can compete for capital with the likes of Brazil and China.


Martin Brough, Macquarie Group
Martin Brough

Utilities, Equity Analyst , Macquarie Group

Chaired by

Trevor Bishop WRSE
Trevor Bishop

Chair , Water Resources South East

14.25

Improving operational efficiency to deliver more for customers

  • Digitalising back-office operations in tandem with customer interactions: the key driver for efficiency savings
  • Do utilities have the skillsets to provide the level of experience customers increasingly demand?
  • Where is the potential for automation greatest for utilities

Kim Ratcliffe COO, Water Plus, Future of Utilities Summit
Kim Ratcliffe

Chief Operating Officer , Water Plus

14.45
Panel Discussion

Delivering for customers whilst reducing cost-to-serve: the operational challenge

  • Marrying efficiency and customer experience to achieving operational excellence: strategies for the future utility company
  • How can suppliers adopt more flexible communications, across multiple platforms, whilst reducing costs?
  • Taking advantage of data to drive efficiency: where does the greatest potential lie?
  • Crafting a successful implementation plan: what are the necessary first steps?

Kim Ratcliffe COO, Water Plus, Future of Utilities Summit
Kim Ratcliffe

Chief Operating Officer , Water Plus

Graeme Wright Fujitsu
Graeme Wright

Chief Technology Officer- Manufacturing, Utilities & Services , Fujitsu

Bill Bullen, Utilita Energy
Bill Bullen

Chief Executive Officer , Utilita Energy

15.15

Refreshments

Session 8

Strategies for 2019 and beyond

15.35

Changing the way we operate to meet the challenges of the future


Richard Flint Chief Executive Yorkshire Water
Richard Flint

Chief Executive , Yorkshire Water

15.55

Creating a framework that allows the industry to make a lasting difference for customers


Alena Kozakova, Ofwat
Alena Kozokova

Chief Economist , OFWAT

16.15

Changing the future of home energy to put Britain on a pathway to Paris

Exploring the role of home energy as part of the Energy Transition. Why household energy plays an important part of the UK’s responsibility to meet the targets set out in the Paris Climate Change agreement and why the customer experience must be at the heart to achieve greatest success. 

 


Colin Crooks

Chief Executive Officer , Shell Energy

16.35

Keynote address from the Department of Business, Energy & Industrial Strategy


Dan-Monzani
Dan Monzani

Director, Energy Security, Networks & Markets , Department for Business, Energy & Industrial Strategy

17.05

Chair’s closing remarks and the end of the conference

Tickets

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2 day conference pass, lunch, refreshments and a drinks reception.

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2018 Highlights

See what some of our 2018 attendees had to say about the industry, including:

  • Heidi Mottram, Chief Executive Officer, Northumbrian Water
  • Chris Houghton, Chief Executive Officer, OVO Energy
  • Sara Bell, Chief Executive Officer, Tempus Energy

WHY ATTEND

  • Join industry leaders from all branches of electricitygas and water networks to access insights from the full spectrum of the who’s who of utilities infrastructure.
  • Prepare your company for digital transformation with panellists from CentricaWessex WaterFirst Utility, and Cadent Gas who are leading industry disruption
  • Out-of-industry experts from Ann Summers and John Lewis will help you plan your strategy with the customer of the future in mind
  • Hear OfwatOfgemand BEIS’ plans for the future of the industry and ensure your business plan is as informed as your competitors
  • Keep up-to-date with who’s who in the industry over a craft beer at our drinks reception

Don’t miss out!

“ We are always looking to the future in our industry… The Future of Utilities Summit was a great opportunity to not only talk about the things we are doing, but to hear from a range of other sector leaders, who are achieving great things in their fields”

Northumbrian Water Group

“An engaging exploration of the challenges of today, and the opportunities of tomorrow”

Tonik Energy

“Good balance of subjects covering the here and now as well as the future issues and changes in the sector”

Capgemini

Attending Companies

Partner With Us

Connect with your audience

Our attendees tell us their aim is to make meaningful connections with solutions providers. With this in mind, we have created a range of sponsorship opportunities that can help you raise your profile and reach the right people.

We can tailor any of the following to your needs:

Thought-leadership sessions

Hospitality packages

On-site event branding

One-to-one meetings

Exhibition space

Sponsors

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Upcoming Report

The Future of Utilities Report

The Future of Utilities report presents fresh insights on the road ahead for the utilities ecosystem.

The future face of the utility will belong to the bold. Are you prepared?

The Future of Utilities Report will be launched at Future of Utilities Summit – pre-register for your digital download, and get your physical copy at the event!

Venue

etc.venues 155 Bishopsgate

etc.venues Bishopsgate, London

155 Bishopsgate, London EC2M 3YD

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