The Future of Utilities
Mar 14-16 2016

The Future of Utilities

including The Utilities Customer Day

Grange St Paul’s, London

Documentation

Access documentation »

The Future of Utilities Overview


The Future of Utilities has been setting the standard for strategic and forward-focused content for 21 years, bringing together CEOs from the major utilities to explore the burning issues at the heart of operations. 

This 3 day conference consists of The Utilities Customer and The Utilities Summit to tie together everything you need to know about the future of the utilities industry. With three days of tailorable content and over 50 speakers, this leading utilities conference equips you with the know-how to succeed in the coming year. The event regularly attracts over 250 attendees from energy, water, distribution and gas backgrounds, and with over 10 hours of networking, industry collaboration is high on the agenda.

The Future of Utilities has been setting the standard for strategic and forward-focused content for 21 years, bringing together CEOs from the major utilities to explore the burning issues at the heart of operations. 

Join Mailing List

Highlights in 2016:

  • Heard from the CEOs of E.ON UK, Yorkshire Water and Northern Powergrid on how they are responding to a challenging and changing environment
  • Tailored your conference experience with streamed sessions and days specifically designed for your business function
  • Made new contacts with 250+ attendees in over 10 hours of networking sessions designed to help you do business
  • Got the latest from CEOs of Ofgem and Ofwat on where the future of regulation lies
  • Found out what energy and water companies are doing to satisfy their customer at our dedicated Utilities Customer day

Speakers

View all speakers »


Programme

Download Brochure Print Programme

Monday, 14th March 2016

09:30
Welcome address by David Saunders, Managing Director, Marketforce
09:35
Chair’s opening remarks
Derek Lickorish MBE

Chair

National Energy Action

Session One: Calibrating towards the customer: the new face of utilities

09:40
Excelling in a highly scrutinised and competitive market
Will Morris

Group Managing Director, Retail

SSE

09:55
Putting the customer at the heart of long-term strategy
Vicky Kelsall

Customer Service Director

Scottish Power Energy Networks

10:10
Customer of one
Darren Bentham

Executive Partner, Water

Global Business Services IBM

10:25
Laying the groundwork for a business built around customer service
Heidi Mottram

Chief Executive Officer

Northumbrian Water

10:40
Panel Discussion
  • What are the right components for a customer-focused business?
  • Challenging assumptions: what breakthroughs have been made in restoring reputation?
  • Swapping skills: in which aspects of customer operations can utilities best learn from each other?
  • How can staff be empowered to excel in customer service?
  • How can utilities evolve to meet 21st Century customer expectations? What are the obstacles?
  • Could the connected home threaten utilities with a new range of competitors?
Will Morris

Group Managing Director, Retail

SSE

Vicky Kelsall

Customer Service Director

Scottish Power Energy Networks

Darren Bentham

Executive Partner, Water

Global Business Services IBM

Heidi Mottram

Chief Executive Officer

Northumbrian Water

11:20
Refreshments

Session Two: Ensuring agility to deliver a customer-focused business

11:50
From small to scale: building customer relationships that last
  • Starting off small: building a trusted customer brand
  • Values and beliefs: instilling a ‘customer first’ culture
  • Customer service: turning a cause for complaint into a positive experience
  • In it for the long haul: how can these principles be safeguarded as the business grows?
Ramsay Dunning

General Manager

Co-operative Energy

12:10
Optimise your customer experience: five steps to achieve both relationship and business objectives

Utilities are experiencing unprecedented urgency to deliver great customer experiences. That being the case, how do organisations know which elements of their experience support both high value customer relationships and financial objectives?  Simon Fraser, senior director at InMoment, a global Voice of Customer leader, will share the five essential steps every utility must take to identify and take effective action to drive the right changes for your organisation.

Simon Fraser

Senior Director, Client Services

InMoment

12:30
Building a business around the customer: starting with the frontline
Eileen Brown

Head of Customer Experience

Northern Gas Networks

12:50
Questions
13:00
Lunch hosted by IBM

Session Three: Meeting customer expectations: the drive towards digital

14:15
Case Study

Keeping customers informed: the multi-channel approach

UK Power Networks has been active on social media since 2011, giving customers live updates on power cuts and quickly responding to queries. Adding to this, UKPN also have a 24hour power cut line and offer customers the facility to sign up for text updates should their power go down. Here, UKPN will explore how and why it is embracing the digital in its day-to-day.

Matt Rudling

Director of Customer Service

UKPN

14:35
Case Study

The P2P model: digitally disrupting the energy market

Cleantech innovator, Piclo, has created an online marketplace to connect renewable energy generators with consumers. This presentation will explore how Piclo’s platform is empowering participation in the energy market, and why digital innovation is already transforming utilities.

James Johnston

Chief Executive Officer & Co-founder

OpenUtility

14:55
Questions
15:05
Refreshments

Session Four: The age of hyperconnectivity: what it means for utilities

15:35
Narrow Band IOT (NBIoT).

Extended reach, low power cellular solutions for the Utilities Sector

Mike Prince

Principle Product Manager

Vodafone M2M

15:55
Transforming energy systems: examining the commercial opportunities
Philip New

Chief Executive Officer

Energy Systems Catapult

16:10
Testing the network: outlining the capabilities
David Rutherford

Chief Executive Officer

Power Networks Demonstration Centre (University of Strathclyde)

16:25
Panel Discussion

Making the most of engagement in smart: laying the foundations for innovation

  • Championing innovation across utilities: how can government best lend its support?
  • How can the regulatory frameworks better help facilitate innovation? Is regulation a catalyst or barrier?
  • Collaboration: which areas are most ripe for cooperation? What is the best vehicle to aid collaboration?
  • From customer service to asset management: which innovative technologies are having the greatest impact?
  • A springboard for success: how can all utilities build on the smart meter roll out?
  • Next generation customer propositions: which products, services and business models are set to give customers the best value?
Philip New

Chief Executive Officer

Energy Systems Catapult

Andy Haig

Business Development Manager, Utilities

Vodafone M2M

David Rutherford

Chief Executive Officer

Power Networks Demonstration Centre (University of Strathclyde)

Steve Kaye

Head of Innovation

Anglian Water

16:55
Chair’s closing remarks
Derek Lickorish MBE

Chair

National Energy Action

17:00
Close of Conference

Tuesday, 15th March 2016

09:00
Welcome address by Philip Doyle, Director, Marketforce
09:05
Chair’s opening remarks
Richard Postance

Head of Power and Utilities Advisory

EY

Session Five: Prospering in a challenging environment

09:20
Ensuring growth and sustainable performance: the way ahead
Dr. Tony Cocker

Chief Executive Officer

E.ON UK

09:35
The changing face of the DNO: RIIO-ED1 and beyond
Phil Jones

President & Chief Executive Officer

Northern Powergrid

09:50
Panel Discussion

Delivering for shareholders and customers at a time of transformation

  • Is government policy fostering a buoyant investment environment?
  • How have CMA inquiries and regulatory appeals activity affected the climate for utilities?
  • What progress has been made with putting customers at the heart of operations?
  • What is the optimal business structure for a 21st Century utility? How will business structures evolve for the 21st Century utility?
  • How will water market opening impact on utilities as a whole?
  • Has the threat from retail-focused new entrants increased?
Dr. Tony Cocker

Chief Executive Officer

E.ON UK

Phil Jones

President & Chief Executive Officer

Northern Powergrid

10:20
Refreshments

Session Six: The landscape for 21st Century Utilities

10:50
Fireside Chat

The future of utilities regulation

  • What are the hallmarks of a well-functioning and competitive market?
  • Prescription, outcomes or principles? How has the regulatory approach developed and where is it headed?
  • To what extent can regulatory intervention become a barrier to effective competition?
  • What will the long-term impact be of the CMA inquiry into the energy supply market?
  • Where is the balance shifting between regulation and competition?
  • What is the scope for greater European regulatory co-operation in utilities?
Dermot Nolan

Chief Executive Officer

Ofgem

Cathryn Ross

Chief Executive Officer

Ofwat

Richard Postance

Head of Power and Utilities Advisory

EY

11:30
A strategic framework for asset management
Matt Crye

Vice President

PowerPlan

11:50
Policy and regulation for utilities: where do we go from here?
Dieter Helm

Professor of Energy Policy

University of Oxford

12:20
Questions
12:40
Lunch

Session Seven: Streams

Stream A: Keeping the lights on: the outlook for generation
13:55
Chair’s opening remarks
Janet Wood

Editor

New Power

14:00
Any change yet? The prospects for return on investment in generation
  • The scale of the dilemma: what needs building and what actually pays? 
  • Decarbonisation and stalling in nuclear: charting their effects on investment and fleet composition
  • U-turns or overarching coherence? The consequences of government policy
  • How is regulatory change affecting investment?
Peter Atherton

Managing Director

Jefferies

14:20
Managing a fleet in transition: overcoming the obstacles
  • Managing a diverse portfolio: understanding and overcoming the challenges
  • A long life fleet: putting together the business case
  • Managing the skills pipeline: attracting and retaining talent
  • What are the emerging threats in the generation environment?
David Bryson

Chief Operating Officer, Asset Operations

Uniper

14:40
A new horizon for nuclear: Hinkley Point C and beyond

Hinkley Point C is a historic project, and the decision on its future, as well as the prospect of international investment, heralds a juncture in UK energy security. In this presentation, EDF will discuss the project to date and what recent announcements mean for its future.

Paul Spence

Director of Strategy and Corporate Affairs

EDF Energy

15:00
Questions & Chair’s closing remarks
Janet Wood

Editor

New Power

Stream B: Retail: achieving the competitive advantage
13:55
Chair’s opening remarks
Yunus Ozler

Partner, Advisory

EY

14:00
Knowing your customer: enabling differentiation
  • Understanding your market: recognising differing customer needs
  • Diversification: building a product offering grounded in customer insight
  • A new level of understanding: how is technology helping to build a more accurate picture of the customer?
Béatrice Bigois

Managing Director, Customers

EDF Energy

14:20
Learning from a pioneer: ten years on from liberalisation in Scotland
Alan Sutherland

Chief Executive Officer

Water Industry Commission for Scotland

14:40
Questions
14:45
Brainstorming session

Overcoming homogeneity: winning and retaining customers

Reflecting on the previous sessions, delegates will have 15 minutes to discuss strategies for winning customers and inspiring loyalty, after which their insights will be fed back to the panel. Points to consider include:

  • What marketing strategies can help providers stand out from the crowd?
  • What value-added products and services can help win custom?
  • In it for the long run: what factors drive customer loyalty?
15:10
Questions & Chair’s closing remarks
Yunus Ozler

Partner, Advisory

EY

Stream C: Entrenching innovation in asset management
13:55
Chair’s opening remarks
Adrian Chapman

Executive Director

EY

14:00
The power of ideas: embedding innovation in asset management
  • The need to innovate: defining the drivers and setting out the challenges
  • Collaboration: fostering an ethos of creative thinking
  • The innovation cycle: from testing to implementation
  • What technologies are leading the way in combatting present and future challenges?
Jonathan Booth

Head of Asset Management

Electricity North West

14:20
From the ground to the frontline: cementing the TOTEX culture
  • Outcomes not outputs: embedding the cultural shift
  • The long game: recalibrating towards longer-term objectives
  • Putting the customer first: what have been the obstacles?
  • How has taking ownership of risks encouraged innovation?
Grant Rogers

Asset Integrity Manager

Wales & West Utilities

14:40
Case Study

The Birmingham Resilience Project: upgrading an ageing asset with minimal disruption to customers

The Elan Valley Aqueduct is the main source of water supply for Birmingham, serving 4.2 million homes and businesses. After a century of use the aqueduct is in need of refurbishment and upgrading, yet under current conditions the aqueduct can only be out of service for a few days at a time before the water supply to Birmingham is halted. Here, Severn Trent will discuss how alternative methods of supply will be used to meet the needs of Birmingham whilst the aqueduct is upgraded.

John Bentley

Head of Engineering

Severn Trent

15:00
Questions & Chair's closing remarks
Yunus Ozler

Partner, Advisory

EY

15:15
Refreshments

Session Eight: The evolution of utilities: where next?

15:45
Show me the money: why should I care about big data in the future utility?

It’s a time of big change in the utilities market.  We’ve all heard of the Death Spiral and other harbingers of doom for the industry.  In times of disruption; innovation, new ways of working and new technologies will be critical to success.  But they can also be a distraction and a waste of time and resources.  Here, David Socha will discuss how big data & analytics - despite the hype - is critical to the 21st Century utility business, using some real examples of how data & analytics is already contributing big numbers to the bottom line. David will also demonstrate how big data can enable better decisions, greater effectiveness and even new business models for the next generation utility.

David Socha

International Practice Leader, Utilities

Teradata

16:05
Test the panel & champagne roundtables

Predicting the future of utilities

In this session, delegates will use their smartphone to answer a series of questions about the utilities industry, ranging from the current state of play to their predictions for the future. Delegates will be able to test whether the panel’s views are consistent with the room’s as the panellists will discuss each question first, after which the audience’s answers will be revealed.

David Socha

International Practice Leader, Utilities

Teradata

Dr Neil Pennington

Director of Innovation

RWE npower

Steve George

Director of Customer Services

South East Water

Steve Edwards

Director of Regulation & Commercial

Wales & West Utilities

16:45
Chair's closing remarks
Richard Postance

Head of Power and Utilities Advisory

EY

16:55
End of The Utilities Summit Day 1, followed by Drinks Reception

Wednesday, 16th March 2016

09:20
Chair's opening remarks
Chris Lewis

Partner

EY

Session Nine: Investing in utilities: where is it needed, how will it happen and from whom?

09:25
The role of utilities in the National Infrastructure Plan

Energy and water projects account for £270bn of the £411bn National Infrastructure Plan (NIP). The NIP is a bottom-up assessment of planned investment in UK infrastructure to 2020 and beyond. This presentation will give a brief outline of the energy and water projects in the pipeline and discuss the implications for investor certainty and visibility.

Richard Ploszek

Interdependencies Lead

Infrastructure UK

09:40
The investment dichotomy: regulated vs speculated
  • Measuring up: considering the regulatory, political and market risk in utilities
  • A safe haven? Have regulated activities created a safe bet?
  • Beyond the regulated return: how can higher risk investments be made more attractive? 
Martin Brough

Director, Utilities Research

Deutsche Bank

09:55
Investment in change should reap the benefits in the long term

All investments carry risk, and internal investment in improving your business efficiency and sustainability has as much need for control as any other.  But there are ways of minimising risk and maximising the return on investment in change.

Steve Treagust

Global Industry Director – Finance

IFS

10:10
Case Study

Powervault: angel investors and crowdfunding

Powervault is a UK-based start-up that set the world record for cleantech funding, raising over £150,000 in under eight hours of launching its first funding round via the Crowdcube platform. Powervault has now completed its second funding round, having raised over £700,000, and now aims to install 50,000 home energy storage systems by 2020. This presentation will explore the potential of innovative investment methods to bring disruptive products to market.

Joe Warren

Managing Director

Powervault

10:25
Questions
10:35
Refreshments

Session Ten: Streams

Stream A: The connected home, smart meters and the customer: looking to the future
11:05
Chair’s opening remarks
Claire Maugham

Director of Communications

Smart Energy GB

11:10
The smart home: truly connecting the customer
  • It starts with the customer: designing with the end-user in mind
  • Communicating the benefits: making sense of the jargon
  • Realising the full potential: overcoming the barriers to mass adoption
  • Building the ecosystem: how far is there to go?
James Monighan

Managing Director, Europe

SmartThings

11:30
Smart meters: how can we maximise the net benefits for customers?
  • The criticality of a customer-centric approach to the roll-out
  • How can we minimise costs and how can we maximise benefits?
  • Are we on course to deliver the best possible outcomes for customers?
David Penny

Smart Programme Director

SSE

11:50
Analytics-driven innovations: building energy education, efficiency and comfort
  • Building a real-time data connection with customers’ homes
  • Using data science to understand and improve energy use within the home
  • Building and gamifying new digital touchpoints to engage customers more closely
  • Exploring new business models enabled by new data and analytics
Will Siddall

Head of Data Science

RWE nPower

12:10
Questions & Chair's closing remarks
Claire Maugham

Director of Communications

Smart Energy GB

Stream B: Managing complex infrastructure projects
11:05
Chair’s opening remarks
Steve Eglinton

Chair Asset Management AIG

Association of Geographic Information

11:10
Industry Insight

Planning a complex project: upgrading Greater Glasgow’s waste water network

Greater Glasgow is undergoing the biggest investment in the network since Victorian times, including the construction of the 3.1 mile long Shieldhall Tunnel. In this presentation Scottish Water will discuss how they planned, and are delivering, the £250m project.

Prof. Simon Parsons

Director of Strategic Customer Service Planning

Scottish Water

11:30
Out of industry insight

Network Rail: rebuilding they Great Western Railway

The 2012 floods brought substantial damage to Network Rail’s, causing parts of the Western Route to wash away into the sea. In this presentation, Mike Gallop will outline how they planned and delivered the project safely, restoring services in a short timescale.

Mike Gallop

Director of Route Asset Management Western Route

Network Rail

11:50
Panel Discussion

Delivering through complexity: meeting modern infrastructure demands

  • Identifying the hurdles: what hinders cost-effective and timely project delivery?
  • What has been the impact of alliances and partnerships on supply chains and project delivery?
  • Embedding stakeholder engagement from conception through to fruition
  • Which technologies have the greatest potential to help manage complex projects?
Prof. Simon Parsons

Director of Strategic Customer Service Planning

Scottish Water

Mike Gallop

Director of Route Asset Management Western Route

Network Rail

Nirmal Kotecha

Director of Capital Programme and Procurement

UK Power Networks

12:15
Chair's closing remarks
Steve Eglinton

Chair Asset Management AIG

Association of Geographic Information

12:20
Lunch

Session Eleven: Tomorrow’s world today: driving innovation

Outlining the challenges

In this session, three leading industry figures will outline their views on a critical challenge for the UK utilities sector before starting a wider debate among the panel.  Questions will be taken from the floor throughout.

13:20
Discussion One

The rise of distributed energy

Jim McOmish

Distribution Policy Manager

Scottish Power Energy Networks

13:40
Discussion Two

Population increase, rising population density and climate change

Yvette de Garis

Head of Environmental Regulation

Thames Water

14:00
Discussion Three

The demand management challenge

Marcus Stewart

Energy Policy & Supply Manager

National Grid

Lightning presentations: tomorrow’s solutions

14:20
Giving back: the energy positive house

Cardiff University made headlines with Britain’s first energy positive house.

Prof. Phil Jones

Chair of Architectural Science

Cardiff University

14:35
Making space for water: a new approach to flood management

How renovating moorlands can reduce flood risk.

Sarah Fowler

Chief Executive Officer

Peak District National Park

14:50
Questions & Chair’s closing remarks
Chris Lewis

Partner

EY

15:00
End of conference

Download Brochure Print Programme

Who attends?

Take advantage of this opportunity to expand your network - this year's conference will provide 10+ hours of networking! The Future of Utilities regulary attracts over 250+ senior representatives. Here is a breakdown of last year's attendees: 

Utilities Attendee Industry Breakdown

Utilities - Attendee Seniority

Companies that attended include: 

  • Accenture   
  • AECOM   
  • Affinity Water   
  • Alliander   
  • Amey   
  • Anglian Water   
  • Apex CoVantage   
  • Arcus Infrastructure Partners   
  • Atkins   
  • Atos   
  • Auriga Services Fund & Trust Managers   
  • Autodesk   
  • Balfour Beatty   
  • Baringa Partners   
  • BEAMA   
  • BlackRock   
  • British Energy   
  • British Gas   
  • Brookfield Utilities   
  • Canada Pension Plan Investment Board   
  • Canal & River Trust   
  • Capita Property and Infrastructure   
  • Capula   
  • Centrica   
  • CEZ Group   
  • Citizens Advice   
  • Cognizant Technology Solutions   
  • Conduit   
  • Co-operative Energy   
  • Crown Estate   
  • Danish Energy Regulatory Authority   
  • Deloitte   
  • Department for Environment, Food and Rural Affairs   
  • Department of Energy & Climate Change   
  • Department of Enterprise Trade & Investment   
  • Drax Power   
  • EC Harris   
  • Economic Insight   
  • EDF Energy   
  • EDP Renewables   
  • ElectraLink   
  • Electricity North West   
  • Eneco Energy   
  • Engage Consulting   
  • ESB Group   
  • ESB International   
  • EXL Service UK   
  • EY   
  • Ferranti Computer Systems   
  • FICO   
  • Furnell Consult   
  • GDF SUEZ Energy UK   
  • Gemserv   
  • Guernsey Electricity   
  • HM Treasury   
  • IBM   
  • IFS   
  • Intergraph UK   
  • KPMG   
  • Kuwait Oil Company   
  • Lafarge Tarmac   
  • Lithium   
  • Lloyds Banking Group   
  • Lowri Beck Services   
  • Marafiq   
  • Mizuho Corporate Bank   
  • Murphy Group   
  • National Audit Office   
  • Navigant   
  • New Power   
  • Newton Europe   
  • Northern Gas Networks   
  • Noura University   
  • Ofgem   
  • OFWAT   
  • Oliver Wyman Group   
  • Ombudsman Services   
  • Onzo   
  • Opus Trust Marketing   
  • Oxera Consulting   
  • Oxford Institute for Energy Studies   
  • Pierre Audoin Consultants   
  • PowerPlan   
  • RWE Innogy   
  • RWE npower   
  • Saxton Bampfylde   
  • Scottish Water   
  • ScottishPower   
  • SDL   
  • Severn Trent Services   
  • Siemens AG   
  • Siemens Energy   
  • Siemens Metering Services   
  • SMBC Europe   
  • Southern Water   
  • SQS   
  • SSE   
  • Tech Mahindra   
  • Teleperformance   
  • Thames Water   
  • The Water Report   
  • Turn2Us   
  • TVS Supply Chain Solutions   
  • UK Power Networks   
  • United Utilities   
  • University of Greenwich   
  • University of Oxford   
  • University of Strathclyde   
  • University of Sussex   
  • Veolia Water UK   
  • Wales & West Utilities   
  • Water Industry Commission for Scotland   
  • Weightmans   
  • Wessex Water   
  • Wheatley Associates   
  • Yorkshire Water

Sponsor Us »

Gold Sponsors

EY

Today’s energy environment is characterised by ...... More »

IBM

IBM works with energy and utility companies around the ...... More »

InMoment

InMoment™ is a cloud-based customer experience ...... More »


Sponsor Us »

Silver Sponsors

ContactEngine

ContactEngine is a cloud hosted Software as a Service ...... More »

IFS

IFS Applications for Energy & Utilities is an ...... More »

Power Networks Demonstration Centre – The Smart Grid Accelerator

The PNDC brings together academics, engineers and ...... More »

PowerPlan

PowerPlan solutions empower asset-centric companies to ...... More »

Teradata

Teradata helps companies get more value from data than ...... More »

Vodafone M2M

With more than 20 years of experience in providing ...... More »


Sponsor Us »

Exhibitors

digdat

Launched in 1999, digdat provides a range of ‘off ...... More »

Ferranti Computer Systems

Ferranti Computer Systems specialises in CRM & ...... More »

Opus Trust Marketing

Opus Trust Marketing provides industry leading solutions ...... More »

TVS Supply Chain Solutions

TVS Supply Chain Solutions is a global provider of ...... More »


Sponsor Us »

Media Partners

Bloomberg New Energy Finance

Bloomberg New Energy Finance (BNEF) provides unique ...... More »

New Power

New Power is the key information resource for any ...... More »


Sponsor Us »

Charity Partner

WaterAid

WaterAid is an international charity focused on ...... More »

Join the mailing list!

Copyright © 2016, Marketforce. All Rights Reserved.

Site by

Copyright © 2016, Marketforce. All Rights Reserved.

Site by