Data to help Engage with the Customer


Michaela Reisinger

Junior Scientist
Austrian Institute of Technology
Session Location / Room: 
Hub Theatre E
This Session is part of the following track: 
Wed 16 Nov 14:00 to 14:10

Session Introduction - Data to Help Engage with The Customer

Consumer data is essential to improve communication with end consumers. Next to that data is the cornerstone of some of the new services that are being offered to customers. Case studies of personalisation strategies communication and offerings among others.

Wed 16 Nov 14:10 to 14:30


Customer Data Analytics across Europe

  • Where the energy industry is at with customer data analytics
  • How to use data analytics to engage more with customers
  • Customer data analytics can help your business crossell and upsell
Wed 16 Nov 14:30 to 14:50

Eduardo Navarro

Bidelek Sareak Coordinator
IBERDROLA Distribución Eléctrica

José Ignacio Hormaeche

Managing Director
Cluster de Energía (Basque Energy Cluster)

Large Scale Customer Engagement in The Metropolitan Area of Bilbao

  • Project assessment: smart grid deployment in figures; technologies used, standardisation, interoperability.
  • Involvement of the supply chain.
  • Business case: impact and benefits for all stakeholders, customers engagement.
Wed 16 Nov 14:50 to 15:10

Global VP, Utilities IBU

Real-Time Analytics for Better Customer Service

  • Understand What the Customer Expects
  • Leverage Technology to Predict Why the Customer is Calling
  • Transition the workforce to become energy consultants
Wed 16 Nov 15:10 to 15:30

Randell Johnson

Chief Analytics Officer
Alevo Analytics

Transitioning to a New Energy Future Using Advanced Data Analytics

  • The MA State of Charge Report and the impact its having in the market.
  • The viability and potential of energy storage technology and the impact on consumers and the grid.
  • Using data and analytics to create new opportunities for energy decision makers and consumers.
Wed 16 Nov 15:30 to 15:45

Claudie Guyomard

project manager

SOLENN – How to Facilitate The Data Flows

  • French regulatory context and approach to gather consumer’s consent to share their data
  • Focus on the French way to implement the “green button”
  • Next step : moving towards a standard for consumption data sharing
Wed 16 Nov 15:45 to 16:00

Afternoon Coffee Break

Wed 16 Nov 15:45 to 16:00

Vassilis Nikolopoulos

CEO & co-founder
Intelen Inc

How utilities will generate new revenue streams using data-driven engagement

  • Data-driven cross sell and up-sell through innovative campaign management procedures
  • How to transform a utility to a digital service provider
  • Future digital utility strategies in Europe according to EU directives
Wed 16 Nov 16:00 to 16:20

Riccardo Vicari

Vice President, EMEA Sales Opower solutions
Oracle Utilities

Can European Retail Utilities Afford Not to Invest in Generating Engaged Customers?

  • European Retail utilities face hyper competition from both within and outside the energy market
  • Radical business transformation is required to address the new challenges
  • The role of Customer Engagement Management solutions in this scenario
Wed 16 Nov 16:20 to 16:40

Stéphane Dufour

Co-founder and CTO
Swisscom Energy Solutions AG

Fostering consumers to accelerate the energy transition

  • How we managed to collect data from customers 
  • What are the opportunities for Utilities?
  • What are the opportunities for other stakeholders in consumer home?
Wed 16 Nov 16:40 to 17:30

Kaspar Kaarlep

Head of Digital Network Technology

Head of IS

Head of Smart Grid Development
UK Power Networks

Head Engineering and Industrial Services, Europe & UK
Tata Consultancy Services

How can Utilities Succeed in the Emerging Energy Value Eco-system? Synchronize Business and Engineering Operations

Solar, Battery Storage, EV Charging, Micro-grids and other Energy Technologies would create new opportunities of co-creation of  value between Utilities, its Customers and Partners. Utilities have to evaluate the various business cases and select the best possible business model for the same. A key to the success for an Utility would depend on  how well they can leverage their engineering operations to come up with an effective operating model to install and maintain these energy technologies. They would also need to leverage their business operations more effectively to ensure a more data enabled, situation aware and  responsive model for making the energy value ecosystem viable and sustainable.

  • What are the Operating Models Utilities are adopting to address this new emerging business?
  • What new approaches will be required to create synergy between the Utility's Business and Engineering Operations to cater to the lifestyle of the customers?
  • How can Utilities leverage the emerging technologies to enable a viable and sustainable energy value ecosystem?

Head Business Transformation, Utilities
Tata Consultancy Services
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