Eliq hosted a breakfast briefing at European Utility Week in Paris on 13 November, with guest speakers Arthur Jouannic from Delta EE and Andrew Coleman from Bristol Energy.
The topic was "The value of digital customer engagement" and shared insights from recent user research of Eliq users, as well as a case study from a utility's point of view, along with the analysts' take on the market for digital customer engagement and user experience tools in the utilities industry.
This is the full slide pack from the event.
For more information and a summary from the event, visit Eliq's blog on:
https://eliq.io/news/the-changing-face-of-energy-use-from-consumption-to-collaboration
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Eliq Breakfast Briefing at European Utility Week 2019
1. The Value of Digital
Customer Engagement
Breakfast Seminar at European Utility Week
Andrew Coleman
Head of Smart
Metering Transition
Bristol Energy
Arthur Jouannic
Principal Analyst
Delta EE
Håkan Ludvigson
CEO
Eliq
31. Engaging Energy Consumers
In Europe’s most competitive energy market
Andrew Coleman
Head of Smart Metering Transition
32. Contents
• Bristol Energy – Who are we?
• UK energy consumer landscape
• Engaging the disengaged
• Keeping them engaged – Useful Services
• Our Roadmap
34. UK Energy engagement landscape
• Over 60 energy suppliers in the market
• Yet 61% of energy customers in the market
have never switched or only switched once*
• Only 15-19% of consumers switch in an
average year*
• Only 41% of the UK public trust their energy
supplier**
• People spend on average only 9 minutes per
year thinking about their energy supplier***
• Smart penetration 50% by 2020, 85% 2024
• Bristol to be Carbon Neutral by 2030
* Ofgem state of the market report 2018
** BEIS Public attitude tracker 2019
*** Accenture survey 2017
No. of UK Energy Suppliers
35. Engage the disengaged
▪ We need consumers to be more energy conscious (carbon-neutrality)
▪ We need to decarbonise heat & transport (electrify)
▪ We need people to want smart meters (enable the above & future-proof the grid)
▪ We want customers to trust us
59% 9 10
Of Consumers
don’t trust their
energy supplier
Minutes per year
thinking about
energy supply
Years until
Bristol’s Carbon
Neutrality
Engagement & trust starts with useful services, a positive customer experience,
and transparency
85%
Smart meter
coverage by 2024
36. Engage the disengaged
App
▪ 5.5 minutes per month engagement
▪ 6 sessions per user per month
▪ Customers like the app and find it helpful
▪ Already influencing behaviour
▪ 4-5* avg reviews
▪ A great start
Engaged
Customers
“It makes me feel much more on top of my
usage and I can see that it would prompt
me to change my energy usage behaviour
as I'm already tracking peak usage.”
37. Make it Useful for the customer
• ‘Useful’ means different things to different customers
we must cater for this diversity
• App payments for PAYG customers – increase flexibility
• Consumption alerts & insights for the cost-conscious
• Safety alerts for vulnerable customers
• Assisted living / care capabilities for the concerned family member
• Connected Home & home hub integration for the tech-savvy
• Carbon footprint data & targets for the environmentally minded
• ToU tariff management for the flexible consumer
• Compare with similar homes / other customers – for the competitive types
• Gamification & prizes for…. Well for those that like that sort of thing
• The App provides the platform for us to deliver these propositions
• User Experience & usefulness are everything
38. Keeping people engaged - Making it Useful
• Smart enables useful capabilities, which leads to
engaged customers
• Account balance & DD forecasts
• Similar homes comparison
• Real-time analytic and alerts
• Easy PAYG / payment options
• Connected Home services
• Persona-driven capabilities
• SENS BEIS Innovation Project - IDEAS
• Right advice for the right people about the right
things in the right language
• Community Energy & City Leap
• Energy as a Service & more…
39. Full customer coverage
Predictive analytics
Real-time data & alerts
Advanced Disagg
Useful capabilities
Engaged customers
Trusted Services
Our Roadmap
App V1 Rollout
SMETS 1, Legacy, MRs, Analytics
App V1.1/2
SMETS 2, IDEAS
App V2.0
PAYG, Advanced Disagg, Real-time
analytic & alerts (S2 CADs)
App VX
Energy as a Service
2019 2020
~60% Smart Custs
40. Andrew Coleman
Head of Smart Metering Transition
Andrew.Coleman@bristol-energy.co.uk
linkedin.com/in/andrew-coleman-ceng/
Questions?