The Energy Customer
Sep 28 2016

The Energy Customer

Innovation and disruption: prospering in a changing energy world

The Waldorf Hilton, London

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With both regulatory and technological transformation happening in the energy industry, there are significant changes to how suppliers interact with their customers. With the CMA report now completed, now is the perfect moment to assess what the future will look like for the energy industry. 

Senior decision-makers from across the industry discussed the implications of the investigation at The Energy Customer. This conference explored how suppliers should respond and what the future looks like in a digitally connected post-smart world.

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Key reasons to attend in 2016:

  • Heard from Roger Witcomb, the CMA Investigation Chair, on creating a competitive and fair future
  • Got insights into the steps towards implementation of the report’s remedies from Rachel Fletcher at Ofgem
  • Heard from senior leaders about the report from Sarwjit Sambhi at Centrica and Ed Kamm at First Utility
  • Learned how to remain competitive in a reformed market
  • Prepared for the future in a post-smart world


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Wednesday, 28th September 2016

Welcome address by Marketforce
Chair’s opening remarks

Session One: The future for the retail market post-CMA investigation

The CMA’s ‘Energy market investigation’: a competitive and fair future
Roger Witcomb


CMA’s Energy Market Investigation

From report to implementation: the Ofgem view
Rachel Fletcher

Senior Partner, Consumers and Competition


A changing energy market: the view from Centrica
Sarwjit Sambhi

Managing Director, UK Home


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? 
Ed Kamm

Managing Director, UK

First Utility

Chris Harris

Head of Regulation

RWE npower

Katherine Marshall

Director of Regulation


Rupert Steele

Director of Regulation



Session Two: The impact of the new industry model on the customer

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

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

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


Economic Insight

Case study

The role of price comparison websites in driving customer switching  

Stephen Murray

Energy Commercial Manager


Session Three: Competing in a reformed market

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

Advisory session
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

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


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 be divided 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?  

Session Four: The future for the energy industry in a smart world

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

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

Advisory session
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


Chair’s closing remarks

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Who attends? 

Representatives from the all of the Big Six attended in 2015 alongside more than 120 independent suppliers, network operators, policy makers and key suppliers. Companies included:

  • Arvato Finance
  • Barclays Group
  • Boston Consulting Group
  • British Gas
  • Bulb Energy
  • Central Research Institute of Electric Power Industry
  • Citizens Advice
  • Commission for Electricity and Gas Regulation
  • ContactEngine
  • Co-operative Energy
  • Cornwall Energy Associates
  • Corona Energy
  • DJS Research
  • E.ON
  • E.ON Energy Services
  • EDF Energy
  • EDP Europe
  • Electric Ireland
  • Eneco Energy
  • Enel
  • Energy Saving Trust
  • Enstroga AG
  • ESB Group
  • Flow Energy
  • Frontier Economics
  • GB Energy Supply
  • Happy Energy
  • Imperial College
  • Innowatio Spa
  • Instinctif
  • Jersey Electricity
  • Junifer Systems
  • Manchester Business School
  • National Energy Action
  • National Grid
  • Nest Labs
  • Newton Europe
  • Northern Powergrid
  • Ofgem
  • Ombudsman Services: Energy
  • ONnergy
  • ONZO
  • Opower
  • Progressive Digital Media
  • RR Donnelley
  • RWE npower
  • Santander
  • ScottishPower
  • Secure Meters
  • Smart Energy GB
  • SP Energy Networks
  • Spark Energy
  • SSE
  • Sulis Ventures
  • Tempus Energy
  • Turn2Us
  • UK Power Networks
  • Vizolution
  • Wales & West Utilities
  • Xoserve Ltd

Attendee breakdown

Last year senior executives attended from the following sectors:


Last year's attendee breakdown


Venue Details

The Waldorf Hilton, London
Aldwych, London, WC2B 4DD

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