UTILITY WEEK | 9TH - 15TH FEBRUARY 2018 |
27
Customers
Views from the
speakers:
1. Data – the mass
of data needs to be
used effectively and
shared accordingly.
2. Vulnerability –
customers with
specific needs should
be the focus, as
some may be at risk
of forfeiting critical
medical care.
3. Digital
customer – the
digital customer
landscape is driving
change in the energy
sector; energy
suppliers need to
embrace this or risk
losing out in the
long run.
4. Prosumers –
customers who
consume and
produce energy
are on the rise and
energy suppliers
need to take notice.
5. Renewables –
business customers
have an opportunity
to take back control
by deploying on-site
generation.
Key points
Greg Jackson, founder and chief
executive, Octopus Energy
"The days of the term
'small supplier' are
numbered. Small
suppliers now are
intent on changing
the industry to
bring better value
to customers, more
transparency and
more efficiency."
Andy Eadle, director of customer
service, First Utility
"For us it's all about
engagement and
reducing effort. That
means creating a
relationship with the
customer throughout
their time with us, so
they feel informed
and in control through
monthly billing and
giving them great
insights into usage
through their app."
Anthony Pygram, partner
consumers and competition,
Ofgem
"How companies are
regulated may need to
change significantly."
Jonathan Kini, chief executive,
Drax Retail
"The most sustainable
thing you can do is
not use energy."
Brought to you in association with
Martin Dunlea, senior director
of utility industry strategy EMEA,
Oracle
"The digital customer
needs more from
utilities."
Audrey Gallacher, director of
retail supply, Energy UK
"As we move into a
smart energy world
we need to ensure
we are not leaving
anyone behind.
Traditional energy
models that we have
known for the past
few decades are going
to change quite radi-
cally; it will probably
be unrecognisable in
about ten years' time."
