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Eliq Breakfast Briefing at European Utility Week 2019

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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

...and subscribe to Eliq's newsletter:
https://my.sendinblue.com/users/subscribe/js_id/2kcpf/id/1

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Eliq Breakfast Briefing at European Utility Week 2019

  1. 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
  2. 2. Agenda 2 Arthur Jouannic Principal Analyst Delta EE 8:45 8:35 8:15- 8:30 Andrew Coleman Head of Smart Metering Transition Bristol Energy Håkan Ludvigson CEO Eliq
  3. 3. UX Behavioral science Data science ↙
  4. 4. • Energy insights • Energy management • Digital marketing & self-service
  5. 5. Do customers care?
  6. 6. We asked the users of our first app • •
  7. 7. 95% feel they better understand their consumption
  8. 8. 77% say it has helped them to save
  9. 9. 66% have made investments to reduce their consumption as a result
  10. 10. What makes users open the app? Habits.
  11. 11. 12% normally open the app when they read their energy bill
  12. 12. 29% regularly open the app as a result of notifications or alerts
  13. 13. 59% regularly open the app as a result of other habits they have formed
  14. 14. Do customers care? Yes
  15. 15. Arthur Jouannic Principal Analyst Delta EE Up next
  16. 16. EUROPEAN UTILITY WEEK 19 ELIQ BREAKFAST SEMINAR
  17. 17. © Delta Energy & Environment Ltd 2019EUROPEAN UTILITY WEEK 19 What changed since last year? 17
  18. 18. © Delta Energy & Environment Ltd 2019EUROPEAN UTILITY WEEK 19 Consumer access will rise with smart meter rollout 18 Electricity smart meter rollout end of 2018 Electricity smart meter rollout end of 2020 Smart meters are enablers to energy insight tools. Customer access is increasing as European smart meter rollout programmes progress 60% - 100% of roll-out completed 30% - <60% Of roll-out completed 10% - <30% of roll-out completed 0% <10% of roll-out completed Negative or inconclusive Cost- Benefit Analysis
  19. 19. © Delta Energy & Environment Ltd 2019EUROPEAN UTILITY WEEK 19 European footprint of key energy insights vendors Indicator of the end-user base for top energy insights vendors by country: 19 Vendors are building presence in Western Europe and the Nordics France Nordics Italy DACH region United Kingdom Spain Belgium / Netherlands <100K 1-10M 100K-1M 10M+ Electricity smart meter rollout <30% 30-60% >60% None
  20. 20. © Delta Energy & Environment Ltd 2019EUROPEAN UTILITY WEEK 19 The energy insights vendors landscape Execute Engage Empower Collaborate A purely transactional relationship ◼ Historic (monthly/yearly) comparisons ◼ Generic energy efficiency advice Actively reaching out with insights and alerts ◼ Daily breakdown of consumption and tracking ◼ Category or appliance level disaggregation ◼ Personalised insights Giving the customer control through actionable options ◼ Active budget control ◼ Smart- EV charging or appliance use (time of use tariffs) ◼ Real time and high bill alerts The customer becomes a ‘business partner’ ◼ Trading solar energy ◼ Helping balance the grid through DR/flexibility/ energy storage/EV/heat 20 Examples category features: Hardware Providers: Software Providers: There is a general shift from engagement towards collaboration The Past → The Future → *Companies can offer different products which sit across several categories
  21. 21. © Delta Energy & Environment Ltd 2019EUROPEAN UTILITY WEEK 19 Relative home electrical technologies penetration in Europe Key Home Solar PV Electric Vehicle Private Charging Point Battery Storage
  22. 22. © Delta Energy & Environment Ltd 2019EUROPEAN UTILITY WEEK 19 Key Panel and Storage Heating Electric Hot Water Tank AC & Cooling Smart Thermostat Heat Pump 47% 40% 43% 32% 35% Relative home electrical technologies penetration in Europe
  23. 23. © Delta Energy & Environment Ltd 2019EUROPEAN UTILITY WEEK 19 New energy business model ideas
  24. 24. © Delta Energy & Environment Ltd 2019EUROPEAN UTILITY WEEK 19 Heat as a Service What is heat? 24 What is the service? For the heating appliance: ◼ Monthly payments ◼ Usually asset leasing model ◼ Contracts usually 2-15 years For heat use: ◼ Charge for outcome or output ◼ Usage-dependent or fixed fee Delta-EE’s risk-based definition of heat as a service: fuel input (kWh) heat output (kWh) warmth outcome (°C) HaaS Financial risk: Credit risk Performance risk: Heat output – appliance efficiency Warmth outcome – heat distribution system, thermal efficiency of property Technical risk: Routine maintenance and repairs Energy price risk: Charging a fixed price per unit heat or warmth Behaviour risk: Warmth outcome – time and quantity of use (e.g. opening windows)
  25. 25. © Delta Energy & Environment Ltd 2019EUROPEAN UTILITY WEEK 19 Auto-switching is becoming a reality 25 Number of customers <100,000 >100,000 None Austria UK Belgium Germany
  26. 26. © Delta Energy & Environment Ltd 2019EUROPEAN UTILITY WEEK 19 26 Where do I charge? Which charger? Energy Suppliers Oil Majors Chargepoint Players Leasecos Car OEMs
  27. 27. © Delta Energy & Environment Ltd 2019EUROPEAN UTILITY WEEK 19 Playing a critical role in the energy transition OLD ENERGY NEW ENERGY TECHNOLOGY ◼ Solar PV ◼ High efficiency boilers ◼ EV charge points ◼ Energy storage batteries ◼ Etc ◼ Commodity ◼ Paper bills ◼ Etc NEW ENERGY ENGAGEMENT ◼ Energy insight apps ◼ Behavioural change ◼ Digital self-serve ◼ AI powered chatbots ◼ Etc NEW ENERGY NIRVANA! Successful implementation of: ◼ Home Energy Management ◼ Dynamic Time-of-Use tariffs ◼ Local Energy Systems ◼ Heat as a Service ◼ Etc
  28. 28. © Delta Energy & Environment Ltd 2019EUROPEAN UTILITY WEEK 19 Delta-EE enables organisations to develop the best strategies, business models and customer propositions for the energy transition Clients work with Delta-ee because our unparalleled research base provides both breadth and depth of expertise, spanning: Consultancy Heat How channel disruption, sector coupling and new technologies are changing the heat sector EVs & Electricity Understand the opportunities and challenges from sector coupling between electricity and transport Digital Energy Opportunities in the connected home market and how digitalisation is changing the energy customer relationship Flexibility & Energy Storage Take advantage of the opportunities emerging from an active demand side Distributed Power Global market insight & expertise into the growing role of decentralised generation ‘New Energy’ Business Models Identify and understand the alternative and new business models for the energy transition Subscription Research Services Delta-ee provides:
  29. 29. © Delta Energy & Environment Ltd 2019EUROPEAN UTILITY WEEK 19 Booth Q 108 29
  30. 30. Up next Andrew Coleman Head of Smart Metering Transition Bristol Energy
  31. 31. Engaging Energy Consumers In Europe’s most competitive energy market Andrew Coleman Head of Smart Metering Transition
  32. 32. Contents • Bristol Energy – Who are we? • UK energy consumer landscape • Engaging the disengaged • Keeping them engaged – Useful Services • Our Roadmap
  33. 33. A sustainable energy company with social value at its heart
  34. 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. 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. 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. 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. 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. 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. 40. Andrew Coleman Head of Smart Metering Transition Andrew.Coleman@bristol-energy.co.uk linkedin.com/in/andrew-coleman-ceng/ Questions?
  41. 41. Thank you, Håkan Ludvigson Founder and CEO +44 74 800 62756 hakan@eliq.io Gothenburg | London

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