Eliq hosted a breakfast briefing at European Utility Week in Paris on 13 November, with guest speakers Arthur Jouannic from Delta EE and Andrew Coleman from Bristol Energy. The topic was "The value of digital customer engagement" and shared insights from recent user research of Eliq users, as well as a case study from a utility's point of view, along with the analysts' take on the market for digital customer engagement and user experience tools in the utilities industry. This is the full slide pack from the event. For more information and a summary from the event, visit Eliq's blog on: https://eliq.io/news/the-changing-face-of-energy-use-from-consumption-to-collaboration ...and subscribe to Eliq's newsletter: https://my.sendinblue.com/users/subscribe/js_id/2kcpf/id/1

1. The Value of Digital
Customer Engagement
Breakfast Seminar at European Utility Week
Andrew Coleman
Head of Smart
Metering Transition
Bristol Energy
Arthur Jouannic
Principal Analyst
Delta EE
Håkan Ludvigson
CEO
Eliq

2. Agenda
2
Arthur Jouannic
Principal Analyst
Delta EE
8:45
8:35
8:15-
8:30
Andrew Coleman
Head of Smart Metering Transition
Bristol Energy
Håkan Ludvigson
CEO
Eliq

3. UX
Behavioral
science
Data
science
↙

4. • Energy insights
• Energy management
• Digital marketing &
self-service

5. Do customers care?

6. We asked the
users of our
first app
•
•

7. 95% feel they better understand their
consumption

8. 77% say it has helped them to save

9. 66% have made investments to reduce
their consumption as a result

10. What makes users open the app?
Habits.

11. 12% normally open the app when they
read their energy bill

12. 29% regularly open the app as a result
of notifications or alerts

13. 59% regularly open the app as a result
of other habits they have formed

14. Do customers care?
Yes

15. Arthur Jouannic
Principal Analyst
Delta EE
Up next

16. EUROPEAN UTILITY WEEK 19
ELIQ BREAKFAST SEMINAR

17. © Delta Energy & Environment Ltd 2019EUROPEAN UTILITY WEEK 19
What changed since last year?
17

18. © Delta Energy & Environment Ltd 2019EUROPEAN UTILITY WEEK 19
Consumer access will rise with smart meter rollout
18
Electricity smart meter rollout
end of 2018
Electricity smart meter rollout
end of 2020
Smart meters are enablers to energy insight tools. Customer access is increasing as European smart meter rollout programmes progress
60% - 100%
of roll-out completed
30% - <60%
Of roll-out completed
10% - <30%
of roll-out completed
0% <10%
of roll-out completed
Negative or
inconclusive Cost-
Benefit Analysis

19. © Delta Energy & Environment Ltd 2019EUROPEAN UTILITY WEEK 19
European footprint of key energy insights vendors
Indicator of the end-user
base for top energy insights
vendors by country:
19
Vendors are building presence in Western Europe and the Nordics
France
Nordics
Italy
DACH region
United Kingdom
Spain
Belgium /
Netherlands
<100K
1-10M
100K-1M
10M+
Electricity smart
meter rollout
<30%
30-60%
>60%
None

20. © Delta Energy & Environment Ltd 2019EUROPEAN UTILITY WEEK 19
The energy insights vendors landscape
Execute Engage Empower Collaborate
A purely transactional
relationship
◼ Historic (monthly/yearly)
comparisons
◼ Generic energy efficiency
advice
Actively reaching out with
insights and alerts
◼ Daily breakdown of
consumption and tracking
◼ Category or appliance level
disaggregation
◼ Personalised insights
Giving the customer control
through actionable options
◼ Active budget control
◼ Smart- EV charging or
appliance use (time of use
tariffs)
◼ Real time and high bill
alerts
The customer becomes a
‘business partner’
◼ Trading solar energy
◼ Helping balance the grid
through DR/flexibility/
energy storage/EV/heat
20
Examples
category
features:
Hardware
Providers:
Software
Providers:
There is a general shift from engagement towards collaboration
The Past → The Future →
*Companies can offer different products which sit across several categories

21. © Delta Energy & Environment Ltd 2019EUROPEAN UTILITY WEEK 19
Relative home electrical technologies penetration in Europe
Key
Home Solar PV
Electric Vehicle
Private Charging Point
Battery Storage

22. © Delta Energy & Environment Ltd 2019EUROPEAN UTILITY WEEK 19
Key
Panel and Storage Heating
Electric Hot Water Tank
AC & Cooling
Smart Thermostat
Heat Pump
47%
40%
43%
32%
35%
Relative home electrical technologies penetration in Europe

23. © Delta Energy & Environment Ltd 2019EUROPEAN UTILITY WEEK 19
New energy business model ideas

24. © Delta Energy & Environment Ltd 2019EUROPEAN UTILITY WEEK 19
Heat as a Service
What is heat?
24
What is the service?
For the heating appliance:
◼ Monthly payments
◼ Usually asset leasing model
◼ Contracts usually 2-15 years
For heat use:
◼ Charge for outcome or output
◼ Usage-dependent or fixed fee
Delta-EE’s risk-based definition of heat as a service:
fuel
input
(kWh)
heat
output
(kWh)
warmth
outcome
(°C)
HaaS
Financial risk:
Credit risk
Performance risk:
Heat output –
appliance efficiency
Warmth outcome –
heat distribution system,
thermal efficiency of property
Technical risk:
Routine maintenance
and repairs
Energy price risk:
Charging a fixed
price per unit heat
or warmth
Behaviour risk:
Warmth outcome –
time and quantity of
use (e.g. opening
windows)

25. © Delta Energy & Environment Ltd 2019EUROPEAN UTILITY WEEK 19
Auto-switching is becoming a reality
25
Number of
customers
<100,000
>100,000
None
Austria
UK
Belgium
Germany

26. © Delta Energy & Environment Ltd 2019EUROPEAN UTILITY WEEK 19 26
Where do I
charge?
Which
charger?
Energy
Suppliers
Oil Majors
Chargepoint
Players
Leasecos
Car OEMs

27. © Delta Energy & Environment Ltd 2019EUROPEAN UTILITY WEEK 19
Playing a critical role in the energy transition
OLD ENERGY
NEW ENERGY
TECHNOLOGY
◼ Solar PV
◼ High efficiency boilers
◼ EV charge points
◼ Energy storage batteries
◼ Etc
◼ Commodity
◼ Paper bills
◼ Etc
NEW ENERGY
ENGAGEMENT
◼ Energy insight apps
◼ Behavioural change
◼ Digital self-serve
◼ AI powered chatbots
◼ Etc
NEW ENERGY
NIRVANA!
Successful implementation of:
◼ Home Energy Management
◼ Dynamic Time-of-Use tariffs
◼ Local Energy Systems
◼ Heat as a Service
◼ Etc

28. © Delta Energy & Environment Ltd 2019EUROPEAN UTILITY WEEK 19
Delta-EE enables organisations to develop the best strategies, business
models and customer propositions for the energy transition
Clients work with Delta-ee because our unparalleled research base provides both breadth and depth
of expertise, spanning:
Consultancy
Heat
How channel disruption,
sector coupling and new
technologies are changing the
heat sector
EVs & Electricity
Understand the opportunities
and challenges from sector
coupling between electricity
and transport
Digital Energy
Opportunities in the
connected home market and
how digitalisation is changing
the energy customer
relationship
Flexibility & Energy
Storage
Take advantage of the
opportunities emerging from
an active demand side
Distributed Power
Global market insight &
expertise into the growing role
of decentralised generation
‘New Energy’ Business Models
Identify and understand the alternative and new business models for the energy transition
Subscription Research Services
Delta-ee provides:

29. © Delta Energy & Environment Ltd 2019EUROPEAN UTILITY WEEK 19
Booth Q 108
29

30. Up next
Andrew Coleman
Head of Smart Metering Transition
Bristol Energy

31. Engaging Energy Consumers
In Europe’s most competitive energy market
Andrew Coleman
Head of Smart Metering Transition

32. Contents
• Bristol Energy – Who are we?
• UK energy consumer landscape
• Engaging the disengaged
• Keeping them engaged – Useful Services
• Our Roadmap

33. A sustainable energy company with social value at its heart

34. UK Energy engagement landscape
• Over 60 energy suppliers in the market
• Yet 61% of energy customers in the market
have never switched or only switched once*
• Only 15-19% of consumers switch in an
average year*
• Only 41% of the UK public trust their energy
supplier**
• People spend on average only 9 minutes per
year thinking about their energy supplier***
• Smart penetration 50% by 2020, 85% 2024
• Bristol to be Carbon Neutral by 2030
* Ofgem state of the market report 2018
** BEIS Public attitude tracker 2019
*** Accenture survey 2017
No. of UK Energy Suppliers

35. Engage the disengaged
▪ We need consumers to be more energy conscious (carbon-neutrality)
▪ We need to decarbonise heat & transport (electrify)
▪ We need people to want smart meters (enable the above & future-proof the grid)
▪ We want customers to trust us
59% 9 10
Of Consumers
don’t trust their
energy supplier
Minutes per year
thinking about
energy supply
Years until
Bristol’s Carbon
Neutrality
Engagement & trust starts with useful services, a positive customer experience,
and transparency
85%
Smart meter
coverage by 2024

36. Engage the disengaged
App
▪ 5.5 minutes per month engagement
▪ 6 sessions per user per month
▪ Customers like the app and find it helpful
▪ Already influencing behaviour
▪ 4-5* avg reviews
▪ A great start
Engaged
Customers
“It makes me feel much more on top of my
usage and I can see that it would prompt
me to change my energy usage behaviour
as I'm already tracking peak usage.”

37. Make it Useful for the customer
• ‘Useful’ means different things to different customers
we must cater for this diversity
• App payments for PAYG customers – increase flexibility
• Consumption alerts & insights for the cost-conscious
• Safety alerts for vulnerable customers
• Assisted living / care capabilities for the concerned family member
• Connected Home & home hub integration for the tech-savvy
• Carbon footprint data & targets for the environmentally minded
• ToU tariff management for the flexible consumer
• Compare with similar homes / other customers – for the competitive types
• Gamification & prizes for…. Well for those that like that sort of thing
• The App provides the platform for us to deliver these propositions
• User Experience & usefulness are everything

38. Keeping people engaged - Making it Useful
• Smart enables useful capabilities, which leads to
engaged customers
• Account balance & DD forecasts
• Similar homes comparison
• Real-time analytic and alerts
• Easy PAYG / payment options
• Connected Home services
• Persona-driven capabilities
• SENS BEIS Innovation Project - IDEAS
• Right advice for the right people about the right
things in the right language
• Community Energy & City Leap
• Energy as a Service & more…

39. Full customer coverage
Predictive analytics
Real-time data & alerts
Advanced Disagg
Useful capabilities
Engaged customers
Trusted Services
Our Roadmap
App V1 Rollout
SMETS 1, Legacy, MRs, Analytics
App V1.1/2
SMETS 2, IDEAS
App V2.0
PAYG, Advanced Disagg, Real-time
analytic & alerts (S2 CADs)
App VX
Energy as a Service
2019 2020
~60% Smart Custs

40. Andrew Coleman
Head of Smart Metering Transition
Andrew.Coleman@bristol-energy.co.uk
linkedin.com/in/andrew-coleman-ceng/
Questions?

41. Thank you,
Håkan Ludvigson
Founder and CEO
+44 74 800 62756
hakan@eliq.io
Gothenburg | London