Creating a consumer centric approach: Revaluating the engagement strategy and creating strategic approaches to deal with evolving trends

  • Session Topic

Creating a consumer centric approach: Revaluating the engagement strategy and creating strategic approaches to deal with evolving trends

3 Oct 2018, 1:40 PM - 3:00 PM

Room 216
English (Australia)

Chair: Natasia Chapman, Community Energy Partner, Mondo Power 


The technology challenges facing Electricity Distribution systems

Abbie McQueen, Principal Consultant - Energy Advisory, AECOM

Mark Lampard, Group Director Power & Industrial VSA, AECOM

Market participants in the Australian electricity transmission and distribution sector, are facing many concurrent disruptive changes that require innovative thinking and visionary action to ensure their continued viability and success in a rapidly changing electricity market. These disruptive changes are due to emerging customer preferences enabled by new technologies such as PV systems, energy storage, electric vehicles, demand response and peer-to-peer energy trading. 

The industry needs to consider these changes and how it is able to respond or react to them. Over the past 12 months AECOM have completed various projects exploring this disruptive change. This presentation will cover the research completed by AECOM and provide the Mega Trends that the distribution industry needs to consider to ensure that it remains relevant to its customers.

During the presentation we will discuss the main findings of our research, including the international context and the key technology trends being seen in distribution networks. There is a need for strategies to deal with these trends so we will also discuss the key recommendations of the research, including the key items that need to be considered to continue to develop the industries understanding of disruptive technologies and how to proactively engage with these Mega Trends.

Given the continued discussion in the industry concerning the disruption being caused by new technologies and the need for development of strategic places in this area, this presentation would be appropriate for anyone that wants to know more about the findings of our research.


Co-creation, shared value and social impact to build consumer trust

Melinda Scaringi, Director of Energy, Ellis Jones

Consumers, on average, spend just 8 minutes a day thinking about energy, and only one in four think that the energy sector is operating in their interests. Droves have switched to solar in record numbers, in an attempt to regain control over their power bills. 

The combined impacts of an opaque sector delivering a homogenous product, in a highly politicised environment, is a growing trust deficit with consumers and a growing inclination for re-regulation across governments of all persuasions.  

Drawing on findings from recent independent reviews and with over 15 years’ experience in the sector, Melinda will explore opportunities for co-creation, shared value and social impact by energy retailers as strategy for customer acquisition, retention and growth of market share, to aid retailers pivoting to greater customer-centricity.


Creating a consumer centric approach: Revaluating the engagement strategy and creating strategic approaches to deal with evolving trends

Catherine Anderson, Chief Customer Officer, Powershop


Personalising customer experience through shared data and insights

Wilf Johnston, Managing Director, Flex

Our industry is shifting. Customers are losing trust with power companies. Energy prices are a key election topic. Electric vehicles, battery storage and smart home products are gaining momentum.

Wilf will discuss these trends and what they mean for installers, utilities and tech companies. You’ll learn how we can apply the rules of success from customer-centric companies like Uber and Airbnb, to our industry, and why it’s critical to offer a more personal experience that delivers real value to customers.

The answer lies in better understanding customers through data. Wilf will outline how collaboration between organisations can be mutually beneficial. You’ll see examples of what this looks like, and how it will ensure success in a world that increasingly values, and expects, personalised experiences. 



  • Abbie McQueen


    Principal Consultant


    Abbie is a strategy specialist leading AECOM’s Energy Advisory team. She has 10 years of experience in the infrastructure industry, with a specific...

  • Mark Lampard


    Director Power & Industrial VSA


    Mark has a background in project management, strategy development, managing electrical connection consulting assignments, electrical design,...

  • Catherine Anderson


    Chief Customer Officer


    As the Chief Customer Officer for Powershop Australia, Catherine Anderson is an integrated marketing communications specialist with over a decade of...

  • Wilf Johnston


    Managing Director


    Wilf is the Managing Director of Flex ANZ, where he is focused on transforming the Australian solar energy industry from basic power generation, to...

  • Melinda Scaringi


    Director of Energy

    Ellis Jones

    Melinda supports organisations to achieve a positive social impact through research, strategy and communications. Having worked to reach energy users...

  • Natasia Chapman


    Community Energy Partner

    Mondo Power

    Natasia is an authentic stakeholder engagement and relationship management specialist with over 10 years’ experience across the utilities and energy...

Opening Times
Wed 3 Oct Exhibition 9.00am – 5.00pm
Wed 3 Oct Networking Event 5.00pm - 6.30pm
Thur 4 Oct Exhibition 9.00am – 5.00pm

Registration opens 8.00am

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