Efficiency in the Age of Connectivity. Penni McLean-Conner, Chief Customer Officer, Northeast Utilities

Transcription

1 Efficiency in the Age of Connectivity Penni McLean-Conner, Chief Customer Officer, Northeast Utilities ACEEE National Symposium on Market Transformation March 30 April 1, 2014

2 Northeast Utilities Service Company Overview 3.5 million customers 3 regulated states $500B energy efficiency portfolio employees

3 Mega-trends impacting utilities Changing Customer Demographics Customer Demand for Data Analytics Drives a fundamental shift in the way customers want to access, monitor and manage information Requires a Transformation of Customer Engagement from Reactive to Proactive 3

4 We serve 5 distinct Generations 80,000,000 76,000,000 58,000,000 62,000,000 44,000,000 Greatest Silent Boomer Gen X Gen Y

5 Digital Natives 5

6 We are seeing a shift to a multi-channel digital society 6

7 Big data has to be mined to transform the experience Customer Segmentation PROACTIVE Customer Sentiment Analysis Fraud & Theft Detection Customer Energy Management Smart Meter Analytics PERSONALIZE Turning Data into Actionable Insights EE Target Marketing 7

8 Our transformation: An outside in approach Mass Market Customer Engagement Platform Micro Business Small Business Medium Business Key Strategic Energy Plans

9 Value of the Customer Engagement Platform (CEP) The Customer Engagement Platform will allow us to Generate Actionable Customer Insights Personalize Inbound Customer Interactions Personalize Outbound Communications Resulting in Improved Overall Customer Experience Increased EE Program Participation Continuous Customer Engagement

10 CEP Micro Business Target Audience 88% of customers use 6% of the energy in our service territory Outnumber all other customers by seven to one Fewer than 1% participate in EE

11 360 Surround Sound, Multi-channel Marketing Direct Mail Telephone Banner Ads Social Website 11

12 Our transformation: An outside in approach Mass Market Customer Engagement Platform Micro Business Small Business Medium Business Key Strategic Energy Plans

13 75% of C&I revenue is from 1000 customers and we know them all Programs are for volume & market leverage Deep engagement Hypothesis: Deep engagement will uncover more volume for both parties

14 Our Strategic Energy Plan process Proactive engage largest customers Go No Go Customer Sign strategic energy plan Utility Common value Synergies goals Portfolio Design Charette Implement Is there enough value on both sides to substantiate commitment?

15 Strategic Energy Plan Case Study: High Tech manufacturing, intensive energy use Customer engaged and innovative but Opportunity to significantly scale with proper focus and alignment

16 SEP: Highlights Multi year agreement Aggressive ramp-up 2011 = 600,000 kwh 2012 = 2,100,000 kwh 2013 = 10,400,000 kwh Production targets aligned with EMC s capital strategy Implementation aligned with EMC s operational and business needs Prioritization on high ROI projects during first 3-years Minimize operational risk in core business areas such as data centers Allow for careful analysis of critical HVAC and DDC controls systems 16

17 SEP: Results Energy Impacts Pre-MOU ( ): 8 projects, 3.3M kwh annual energy savings Post MOU ( ): 35 projects, 15.1M kwh and 106,000 therms in annual energy savings System Impacts Strategy for free-cooling for data centers now being leveraged across organization to take advantage of new ASHRAE standards Domino Effect EMC Hopkinton campus now the energy benchmark for all global facilities Innovation of the MOU process is being duplicated by EMC for facilities located in other parts of the country Technical expertise are being shared and implemented in EMC facilities around the globe

18 Efficiency in the Age of Connectivity Penni McLean-Conner, Chief Customer Officer, Northeast Utilities ACEEE National Symposium on Market Transformation March 30 April 1, 2014