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Charlotte Roden

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Tel.: +44 - (0)121 - 200 3810
Fax: +44 - (0)121 - 212 1623
e-mail: c.roden@tacook.com

Conference Agenda

Conference Agenda Day One

09:00
Chairman's Opening Remarks and Welcome

Neil Pennington, Smart Expert and former Director of Innovation, RWE npower

 
 
09:15
Analyst Opening Address: Technology, Digitalisation, and the Evolving Customer
  • The environmental and social drivers and challenges influencing today’s utility market
  • Embracing the new utility industry landscape and changing customer expectations
  • Ensuring business value through smart use of data and continuous improvement in customer interface

Stuart Ravens, Principal Research Analyst Energy, Navigant

 
 
09:50
Disrupting from Within: Considerations when Implementing a New, Customer-Centric, Digital Business Model
  • How to successfully adapt to the new energy landscape
  • Integrating new business models into a traditional business setting (or not…)
  • Creating an ecosystem, organization and market model that embraces disruption

Jeroen Scheer, CTO / Leader Digital Strategy & Architecture, Alliander 

 
 
10:20
Vote for your Deep Dive Discussion Topics
 
 
10:30
Morning Refreshments, Exhibition & Networking
 
 
11:00
End-to-End Digital Customer Engagement at E.ON
  • The importance of an integrated platform in driving multichannel customer engagement
  • Change starts from within: the significance of innovation, culture change and collaboration
  • Choosing the right systems for your organisation: Overcome challenges and manage changes
  • Implementing artificial intelligence through chat bots

Keith Fletcher, Head of Customer Journey Change Programme, E.ON

 
 
11:35
Data Driven Business Model Transformation – Using Data and Analytics to Create New Opportunities for Decision Makers and Improve Customer Experience
  • Effective utilisation of customer generated data (smart meters, apps, telecommunication, etc)
  • Drawing out the key trends to deliver a bespoke customer service -what could this mean for your organisation?
  • Business considerations and benefits

Christian Arnold, Managing Director enera and SVP enera Innovation, EWE AG

 
 
12:10
Using RPA (Robotics Process Automation) and Cognitive Learning to Improve Efficiency
  • Using artificial intelligence as a lever for efficiency improvement
  • Assessing which would be areas fit for automation
  • What would a target operating model look like and how could this impact customer engagement?

Birgit Lichtenstein, Managing Director/ IT Director, Innogy UK

 
 
12:45
Networking Lunch and Exhibition
 
 
13:45 - 15:15
Deep Dive Discussion Groups

Use this extended knowledge and networking session to dive deeper into your chosen areas of interest with your peers. Discuss your challenges and put your questions to your colleagues. Come away with new ideas and a take away action plan for when you return to the office.

 
 
Table One: Exploiting the potential of the Internet of Things
  • Developing an IoT platform: how can your business best benefit?
  • Effective translation of business strategy into a programme of digital initiatives
  • Partnership working: technological opportunities and cultural challenges

Joseph Hegarty, Business Architecture Manager, ESB Networks

Table Two: Customer Experience and Touchpoints
  • What would a successful 360° customer engagement experience look like for your business?
  • Understanding and accounting for changing user behaviour, depending on the channel
  • Using customer intelligence to improve customer experience

Gory Lambregts, Digital Strategist and Strategy Manager, Vattenfall

Table Three:CRM and CIS Software and Tools
  • Understanding the role of CIS and CRM tools for energy suppliers
  • Open Platform and API Economy: the road to the efficient customer engagement and experience
  • Moving from on-premise installations to managed services (SaaS, UaaS, hybrid landscapes)

Jozef Ondas,
Chairman of the Board, Empirica a.s.

 
15:15
Afternoon Refreshments, Exhibition Networking
 
 
15:45
The Power of Blockchain in Creating a New Paradigm for Utilities and Consumers
  • How blockchain is disrupting traditional business models
  • What this means for customer data
  • Overview and highlights from recent BDEW association report

Prof. Dr. Jens Strüker, Managing Director, Institute of Energy Economics (INEWI)

 
 
16:20
Legal Aspects of Customer Data Sourcing: Data Protection and Compliance
  • The impact of the new European General Data Protection Regulation on IoT and Blockchain
  • Legal challenges for smart home technologies and big data
  • Data security: reassuring your customer

Oliver Süme, Partner, Fieldfisher (Germany) LLP

 
 
16:55
Digitalisation and the Energy Transition: an EU Perspective
  • Digitalisation and its necessary role in the energy transition
  • The role of digitalisation in promoting energy services and ensuring improved customer experience
  • Capitalising on the potential of the digital energy market – more interactive and more possibilities than ever for consumers to control energy consumption and production
  • Overview and highlights of EU programmes and support

Mark van Stiphout, Deputy Head of Unit - Research and Innovation, DG Energy, EU Commission

 
 
17:30
Chairman’s Closing Remarks and Close of Day One

Neil Pennington, Smart Expert and former Director of Innovation, RWE npower

 
 
Evening Networking Reception
 
 

For more detailed information on all presentations and interactive sessions, please click here to download the conference brochure.

 

>> Continue to Day Two