Shreejan Pandey
Director
Monash Energy Institute
08:30
Registration and welcome coffee
09:00
Opening remarks from Chair
Assessing the future of energy retailing
09:15
Exploring the possibilities of a flexible and agile customer relationship management platform
- The role of AI in supporting our teams to improve customer experience and quality assurance outcomes
- Ability to segment customers by geography and by product to attributes, and assign to dedicated teams
- Reducing churn and improving loyalty with personalised products and services
Cameron Geason
General Manager of Operations - Retail
Origin Energy
09:45
Transforming energy retailing culture with the customer at the centre of operations
- Enhancing the energy experience required to meet the needs of consumers through the transition
- Building empathy and compassion into how we do business
- Digitalising without losing sight of the customers’ needs through the transition
Ayesha Razzaq
Executive General Manager of Retail
Ergon Energy Retail
10:15
PANEL DISCUSSION: How should energy policy be adjusted to match the needs of post-transition energy consumers?
- What is the role of retailers in a high CER environment?
- How can retailers and distributors prepare for the needs of energy consumers over the transition?
- Do we need to throw out the existing regulatory rulebook and start again, or can the existing framework be adjusted to match changing requirements?
Moderator:
Mark Feather
General Manager, Policy
Australian Energy Regulator (AER)
Panellists:
Jo De Silva
General Manager Retail Policy
Australian Energy Council
Dominic Adams
General Manager Networks
Energy Networks Australia
Mark Vincent
Chief Operating Officer
SA Power Networks
Steve Reid
General Manager Regulatory Policy
Origin Energy
11:00
Morning tea
Backend digital transformation and the evolution of customer service
11:30
How next generation smart meters and AI can unlock the customer transition
Michael Jary
Managing Director - International
Sense
12:00
Enhancing customer service and engagement to improve satisfaction and retention, especially with increasing competition and consumer expectations
- Leveraging data analytics to gain actionable insights to improve efficiency and product offerings
- Automating backend processes for faster response times to customer inquiries and service requests
- Providing customers with more personalised and responsive experiences, improving satisfaction and retention
- Managing the complexities of renewable energy integration, including real-time monitoring and control
Stephen England-Hall
Chief Retail Officer
Genesis Energy
12:30
Lunch
13:30
Overcoming the trust deficit to make the energy transition easy for customers
- Identifying the hurdles customers face in participating with confidence in the energy transition
- Partnering with brand and values-aligned organisations to amplify their solutions
- Case studies on helping businesses on their journey to net zero
Olivia Hudson
General Manager of Product and Marketing
Momentum Energy
Orchestration of behind the meter assets – CER and demand response
14:00
PANEL DISCUSSION: How should the capture and control of energy ‘behind the meter’ be approached?
- What are the roles for distributors, energy retailers and consumers?
- How do we ensure that this does not become a war for control of data and assets?
- What are the best approaches to leverage new technologies such as smart meters, IoT, and AI?
- What are the opportunities for generative AI and retail energy?
- Does the interoperability of batteries require regulation to ensure owners get full access to revenue?
Moderator:
Lance Hoch
Executive Director and Chair
Oakley Greenwood
Panellists:
Ryan Wavish
General Manager Innovation, ENGIE Retail
ENGIE Australia & New Zealand
Stephen England-Hall
Chief Retail Officer
Genesis Energy
Mitch O'Neill
Director
CAPA Intelligence
Michael Jary
Managing Director - International
Sense
Scott Hamilton
Adjunct A/Professor, Department of Chemical and Biological Engineering
Monash University
14:45
Afternoon tea
Trading strategies for an electricity market in flux
15:15
Navigating uncertainties and capitalising on opportunities in a rapidly transforming electricity market
- Dealing with energy price volatility by having the flexibility to quickly adjust positions and portfolios in response to fluctuations in generation
- Hedging against price volatility, including diversifying portfolios across different energy sources and geographical regions to reduce exposure to specific market risks
- Trading strategies that focus on virtual power plants (VPPs) or demand response programs can capitalise on flexibility in energy consumption patterns to optimize trading positions and capture value in a dynamic market
- How effective is pricing as a mechanism to enhance market efficiency, reflect transmission constraints, and provide clear signals for investment and consumption decisions across different zones?
- Optimising transmission and distribution infrastructure as prices can incentivise generators and consumers to locate or adjust their operations based on market signals within their respective zones
Andrew Lewis
Executive General Manager, Consumer, Markets and Analytics
AEMC (Australian Energy Market Commission)
15:45
PANEL DISCUSSION: Are we giving enough priority to fairness and transparency in price formation?
- Is the electricity industry facing a pricing-related trust crisis, and how can it be fixed?
- How important are pricing arrangements in achieving the goals of energy transition?
- What more should retailers be doing to help customers embrace new pricing methods?
- How important is it for retailers to provide customers with meaningful choices?
- What characteristics make pricing structures fair or unfair?
- Should retailers always align retail and network tariff structures to improve price signalling to customers?
Moderator:
David Prins
Director
Etrog Consulting
Panellists:
Lam Phan
General Manager, Commercial
ENGIE Australia & New Zealand
Jo De Silva
General Manager Retail Policy
Australian Energy Council
Andrew Lewis
Executive General Manager, Consumer, Markets and Analytics
AEMC (Australian Energy Market Commission)
Catherine Wolthuizen
Ombudsman and Chief Executive
Energy and Water Ombudsman (Victoria) (EWOV)
16:30
Closing remarks from the Chair
16:40
Networking drinks