1. EARLY REGISTRATION
RATES AVAILABLE
Book before 23rd
September to save £100!
Marketforce’s 17th Annual Energy Forum
WWW.MARKETFORCE.EU.COM/ENERGY302
It was an
excellent event
that covered the
hot topics and
challenges in the UK
energy market.”
Sales Director, Happy
Energy
Roger Witcomb
Chair
CMA’s Energy
Market Investigation
Sarwjit Sambhi
Managing Director, UK Home
Centrica
Ed Kamm
Managing Director, UK
First Utility
Rachel Fletcher
Senior Partner, Consumers
and Competition
Ofgem
Rupert Steele
Director of Regulation
Scottish Power
Andy McKay
Chief Information Officer
Extra Energy
Katherine Marshall
Head of Regulation & Markets
SSE
Talal Fathallah
CEO and Co-Founder
Flipper
Join industry leaders and experts to discuss how to remain competitive
in a reformed market.
The Energy Customer
Innovation and disruption: prospering in a changing energy world
28th September 2016, The Waldorf Hilton, London
Sara Bell
Chief Executive Officer
Tempus Energy
Chris Harris
Head of Regulation
RWE npower
SILVER SPONSORS:
2. ContactEngine improves the key conversations between corporates
and their customers, ensuring that crucial moments such as sales,
deliveries and appointments are executed with precision and
minimum effort. All these conversations are uniquely personalised
and are managed by ContactEngine’s software, with its built in
workflow, exception reporting and management information.
www.contactengine.com
Founded in 2011, Economic Insight is an economics consultancy that
provides an unrivalled level of client service. Our unique proposition
is that we combine the rigour of technical economics with the
consultancy skills of leading strategy houses. In addition to swiftly
developing a reputation as leading providers of economics advice,
through our strategy practice – www.thestrategylab.co.uk – we are
at the forefront of the application of experimental methods to inform
business and regulatory decisions – including in the energy sector.
www.thestrategylab.co.uk
2
1
09.00 Welcome address by Marketforce
09.05 Chair’s opening remarks
The future for the retail market
post-CMA investigation
09.10 The CMA’s ‘Energy market investigation’: a competitive and fair
future
Roger Witcomb, Chair, CMA’s Energy Market Investigation
09.30 Questions
09.35 From report to implementation: the Ofgem view
Rachel Fletcher, Senior Partner, Consumers and Competition,
Ofgem
09.55 Questions
10.00 Advisory session
10.20 P2P
!
?
!
P2P
Panel Discussion
The industry responds: an earthquake for energy?
• Does the CMA’s report go far enough in increasing competition
in the market?
• What more can the energy industry do to engage customers
and encourage switching?
• Will the CMA’s report encourage differentiation among
suppliers?
• Tariff liberalisation: how will this change competition in the
retail market?
• What will the impact be on the proposed remedies on
microbusinesses?
• The database proposal: is this the answer to customer
disengagement?
• What will the effect of the prepayment price cap be on the
industry’s approach to those customers?
• How will the smart roll-out change the way in which the
industry works?
• The energy market in the 2020s: what is the longer-term goal?
Sarwjit Sambhi, Managing Director, UK Home, Centrica
Ed Kamm, Managing Director, UK, First Utility
Chris Harris, Head of Regulation, RWE npower
Katherine Marshall, Head of Regulation & Markets, SSE
Rupert Steele, Director of Regulation, ScottishPower
10.50 Refreshments
The impact of the new industry model on
the customer
11.20 After ‘simpler choices’: the return to tariff liberalisation
• What will the CMA’s recommendations mean for tariffs?
• Tariff innovation: offering targeted tariffs for certain groups
• Gaining customer support: educating customers to be
prepared for the change
• What do energy companies need to do to ensure that they are
ready for this new opportunity?
Chris Harris, Head of Regulation, RWE npower
11.40 Engaging customers through the proposed default tariff
database – opportunities and challenges
• What needs to be done to ensure the database is effective?
• How can suppliers use this data to win new customers without
becoming a nuisance?
• The effect on the industry structure of the new database
• What other things can be done to reach disengaged customers
outside of direct marketing?
Chris Reynolds, Head of Marketing, GB Energy Supply
The Energy Customer
28th September 2016 | The Waldorf Hilton, London
FOR MORE INFORMATION, PLEASE VISIT THE WEBS
The energy industry is undergoing a significant
period of transition, with rising customer
expectations, technological transformation, and
the CMA proposing key reforms for how suppliers
interact with customers. As such it is more vital
than ever to ensure that you are up-to-date on
the exciting new opportunities these changes
represent.
Join us at The Energy Customer to hear senior figures
from across the industry discuss the CMA report,
provide case-studies on their innovative new offerings,
and explore how to provide the best possible customer
experience.
With a wide range of suppliers, academics, regulators
and innovators represented this is a unique chance to
stay ahead of the competition and make sure that you
have the edge going into the 2020s.
KEY REASONS TO ATTEND:
• Discuss how to gain an edge with key figures from
both smaller suppliers and the Big 6
• Get updates from the CMA Investigation Chair and
Ofgem on the future for energy retail markets
after the CMA investigation
• Hear the industry response with presentations from
directors and heads at Centrica, First Utility, RWE
npower, SSE, and ScottishPower
• Learn about exciting new innovations in customer
switching and their potentially transformative effect
for suppliers from the CEO of Flipper
WEDNESDAY 28TH SEPTEMBER 2016
SILVER SPONSORS:
3. 12.00 Experimenting with Energy Customers
• The CMA’s “trial and test” remedy: what does it mean for
companies in practice?
• What are “randomised controlled trials” and what are the
alternatives?
• The differences between Ofgem trialling and Ofgem designing
services
James Harvey, Director, Economic Insight
12.20
P2P
!
?
!
P2P
Case Study
The role of price comparison websites in driving customer
switching
Stephen Murray, Energy Commercial Manager,
Moneysupermarket.com
12.40 Questions
12.50 Lunch
Competing in a reformed market
14.05
P2P
!
?
!
P2P
Case Study
Optimising the customer journey in a digital world: installation,
billing, and renewal
• What are the pain points in the customer’s interaction with
their supplier?
• Simplifying billing: what can suppliers do to make new tariffs
and prices clear to customers?
• Managing complaints effectively: what can energy companies
do to meet customer expectations?
• The digital future: using new technology to improve the
customer’s experience
• Lessons from other industries: what can the energy industry
learn from finance and retail?
Sara Bell, Chief Executive Officer, Tempus Energy
14.25 Advisory session
14.45 The price cap for prepayment customers: creating a fairer
market?
• What effect will the new cap have on the way suppliers deal
with prepayment customers?
• Has the cap been set at an appropriate level?
• Should the price cap have been extended more widely than
prepayment customers?
• Managing the transition: what are the steps to a fully
functioning prepayment market?
Professor Catherine Waddams, Centre for Competition Policy
and Norwich Business School, University of East Anglia
15.05
P2P
!
?
!
P2P
Case Study
The future of customer switching?
Flipper is a revolutionary new concept in price comparison and
the wider energy market. Rather than leaving most of the work
to the customer, Flipper takes your recorded energy usage and
finds the best deal for you. They will then automatically switch
you between providers to make sure you are always on the best
possible tariff. The transformative effect for the way customers
interact with suppliers is vast, especially in light of the CMAs
focus on increasing the role for price comparison websites.
Talal Fathallah, CEO and Co-Founder, Flipper
15.25 Questions
15.35 P2P
!
?
!
P2P
Peer-to-Peer Discussion Zones
What are the opportunities to innovate in new products and
services?
To encourage networking and the exchange of ideas, delegates
will divide into zones for twenty minutes of facilitated discussion.
The findings of the discussion will then be presented back at
the end of the session, with reaction from the panel of previous
speakers.
Questions to be discussed include:
• How important is differentiation based on providing new
products and services rather than price?
• In what way will the CMA’s recommendations change the
possibilities for innovation?
• What additional services could energy companies begin to
provide between now and 2020?
• Are there new products that energy companies should be
offering consumers today?
• How can energy companies encourage a culture of innovation
in their organisation and industry?
16.00 Refreshments
The future for the energy industry in a
smart world
16.30 The energy market after 2020: the model once smart goes live
• Improving customer engagement: the role of smart meters
• How will smart meters help to facilitate increased switching?
• Half Hourly Settlement: the opportunities to introduce tariff
innovation and more accurate pricing
• How will the CMA’s permanent recommendations work once
the smart roll-out is complete?
Duncan Carter, Smart Metering Strategy Manager, Co-operative
Energy
16.50 The digital future: suppliers in an age of data
• What new customer information will be available to suppliers
with smart meters?
• Value-added services: what more can suppliers offer
customers?
• The connected home: what does this look like and how can
suppliers play a key role?
• Staying ahead of the competition: managing the threat from
technology companies
Andy McKay, Chief Information Officer, Extra Energy
17.10 Advisory session
17.30 Value-added services for utilities: electric vehicles, intelligent
charging, and the smart grid
• Preparing for electric vehicles: the role of intelligent charging
• The smart grid integration of electric vehicles: creating a
responsive EV supply network at large scale
• Bundling and value-added services: what does the future
utility provider look like beyond e-mobility?
• Management models for business to customer relationships:
the function of a modern utility
Giovanni Coppola, Program Manager, Enel
17.50 Questions
18.05 Chair’s closing remarks
4
3
SITE AT WWW.MARKETFORCE.EU.COM/ENERGY302
INTERESTED IN SPEAKING, EXHIBITING OR HOSTING AN EVENT AROUND THE CONFERENCE?
There are a limited number of opportunities to engage key decision makers through speaking, exhibiting
and other tailored packages. For more details, please get in touch:
Tel: +44 (0)20 7760 8685 Email: sponsorenquiries@marketforce.eu.com
“Very informative. Good range of speakers & topics.”
Commercial Analyst, RWE npower
4. The Energy Customer
28th September 2016 | The Waldorf Hilton, London
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