Connecting with
Customers on the Go
February 16, 2017
Today’s Presenters
Josh GleasonHead of Product Marketing
Bidgely
Nathan ShannonDeputy Director
Smart Grid Consumer
Collaborative
Kelly WycheProduct Developer - Innovation
Management
Duke Energy
Shawn BielkeProduct Portfolio Manager,
Customer Experience
Xcel Energy
Agenda
Speakers - Energy usage information and home energy management through mobile devices
Introduction
Question and Answer Session
SGCC’s Research - What do customers want?
Spotlight on Millennials
• In ~5 years, Millennials will
become one of the largest
groups of energy consumers.
• This group often exhibits
different expectations, attitudes
and behaviors from prior
generations.
• SGCC will examine
expectations, values and how
these consumers would like to
engage in energy management.
Speaker #1
Name Background
Shawn Bielke Product Portfolio Manager, Customer Experience at Xcel Energy
• Product Manager for the mobile app within the customer experience team at Xcel Energy
• Mission to establish more frequent interactions, more useful resources and more enticing options to engage every one of their customers with a personal experience
• Previously, the Senior Global Program Manager for Intertek Testing Services where he managed the product quality assurance testing of one of the largest accounts, Target
• Studied Chemistry and Physics at the University of Wisconsin – La Crosse
Xcel Energy Mobile App
Development and Roadmap
16 February 2017
• Vision and Guiding Philosophies
• Customer Research
• Features
• Release Plan
• Future Roadmap
Agenda
Agenda
Customer Led Vision and Principles
Mission
Engage every one of our customers in a
personal experience with Xcel Energy.
Vision
As a trusted and preferred energy provider
we will reinvent the customer experience
with digital innovations.
Customer Led Guiding Principles
Personalized
Actionable
Specific
Transparent
Enjoyable
Leverage customer data to offer a personalized experience.
Provide actionable and relevant information.
Enable data to be specific and have the ability to view and
manipulate.
Provide transparency into information available and Xcel Energy’s
practices
Make it easy and enjoyable.
Developing the Xcel Energy App With Our Customers
Initial Research
Ethnographic/Co-creation
Usability
Business CaseNov 2015
Product DesignNov 2016
Product BuildJan 2017
Personalized
Actionable
Specific
Transparent
Enjoyable
• Few ideas are out of scope.
• Spark excitement about a process that
currently feels routine/distant
• Increase interaction/touchpoints with Xcel
• Treating customers as partners.
• Allow consumers to feel more empowered
and in control
Perception and Relationship
Perception and Relationship
2017 Core Functionality
1. Report an Outage2. Outage Map3. Push Notifications4. View Billing information5. View Payment Information6. Pay Bill7. Enroll in Billing/Payment
Programs8. Account Management
1. Energy Usage
2. Neighborhood comparison
3. Energy Tips
4. Enroll in Energy Programs
Release 2Release 1
Speaker #2
Name Background
Kelly Wyche Product Developer - Innovation Management at Duke Energy
• Product developer on Duke Energy’s Innovation team. Has worked on energy efficiency mobile apps and connected home technology, as well as low-income neighborhood efficiency programs
• Prior to Duke Energy, worked in retail apparel product development for Target
• Graduated from the University of Pennsylvania with a degree in marketing and operations and is interested in bringing creative new solutions to the energy industry’s changing landscape
Duke EnergyReal Time Energy Monitoring AppKelly Wyche – Innovation Product Development
Product Overview & Customer Value Proposition
14
• For Duke Energy customers with AMI Meters, the Smart Meter Usage App
offers the opportunity to view, monitor, and engage with their energy usage to
make behavioral changes and save energy and money. With available
energy monitoring hardware, customers are empowered to create a
connected home experience and to further engage with their consumption
behavior.
• Adds additional customer value to getting an AMI Meter
• Caters to changing demographics of our customers
• Aligns with the Gateway project initiative of connecting with customers through one mobile channel
• Enables Duke to capture lost revenue from Energy Efficiency savings.
15
65% of consumers say they are excited about the future of smart technology as a part of everyday life inside their home
Primary driving forces causing
consumers to
buy a smart home device:
• 12% Want better control of my home• 10% Thought it would make my home safer
• 10% Was affordable and wanted to try it out• 8% My favorite tech brand released a
product
• 6% To save money on my home bills• 5% Its ability to sync with other tech devices• 1% Thought it would boost the value of my
home
Biggest hesitations to not adopt:
• 42% Price• 17% Privacy and security of data• 7% Don’t think will actually use it
• 6% Complexity• 5% Lack of relevancy/utility
Market Interest
16
An employee Technology Test was conducted from November 2015 – May
2016 to help us to understand what the right delivery strategy should be for a full scale pilot.
Technology Test Eligibility Requirements• Has an AMI Itron Smart Meter
• Has an IPhone or Android Smartphone
• Home setup will allow for successful Energy Bridge bind (dependent on
distance between wireless router and smart meter)
Participation Stats• 403 Surveys sent to eligible employees
• 78 Surveys received (19.4% response rate)
• 45 participants selected for test.
Installation Approach• Setup instructions, FAQs, and user guides were distributed at “Learning
Sessions”
• Energy Bridges distributed at “Learning Sessions”
• Resources conducted in-home visits to resolve issues upon request
• Prototype Lab provided customer support via email
Employee Technology Test
18
• We successfully proved the Energy Bridge technology works with Duke’s Itron AMI meters to provide reliable and consistent connectivity• 45 energy bridges installed at a 96% bind
rate with 91% connection uptime
• We had one Smart Energy Specialist supporting this test• 202 of the 203 (99.5%) were via email. 1 was a
phone call.
• We sent out 11 engagement emails during the course of the test• 66% average open rate (ranging from 20% -
87%)• 35% click rate (for emails containing surveys)
Focus
Group
Feedback
Results and Feedback
19
As we plan for launching a 10,000 customer Pilot for the Smart Meter Usage App,
we are carefully strategizing around what commercialization and further scaling
of this program will look like.
• Regulatory Strategy– How will this change the future of existing EE programs?
• Scaling for Look and Feel– How do we design a fluid customer experience for pilot
participants switching to the Duke App?
• Gateway Integration– What discussions do we need to have with vendors?
• Customer Segmentation– What are the needs of our customers by different
jurisdictions, income levels, and Acxiom segmentation?
• Meter availability– What do we tell customers who will not have an
AMI meter until 2021?
• Connected home Market– Where will this market go in the next 2-5 years? How do Utilities fit into that market?
• Cost Effectiveness & Impacts– Will we see the EE savings numbers we need to justify the costs of the program?
Considerations for Scaling
20
Speaker #3
Name Background
Josh Gleason Head of Product Marketing at Bidgely
• Leads Product Marketing at Bidgely, a software company that is transforming utility customer engagement by leveraging the power of energy disaggregation
• Previously led the Customer Success team at Bidgely, with responsibilities for over a dozen project deployments across the globe
• Co-founder and partner of a company providing clean water solutions to utilities across California
• Previously worked for Morgan Stanley in New York and Los Angeles
• Holds a BS degree from Stanford and an MBA from UCLA
Bidgely Confidential
Connecting with Customers on the Go
Identifying the right mobile solution
Bidgely Confidential
Consumers are Mobile!
23
77%US Smartphone
Ownership
AgeSmartphoneOwnership
18-29 92%
30-49 88%
50-64 74%
65+ 42%
http://www.pewinternet.org/fact-sheet/mobile/
Bidgely Confidential
Smartphone is Preferred Channel
24
505,591 551,184 500,173 463,814
441,693
646,324 787,541 878,654
0
200,000
400,000
600,000
800,000
1,000,000
1,200,000
1,400,000
1,600,000
December 2013 December 2014 December 2015 December 2016
Digital Screen Time (US, Million Minutes)
Desktop Smartphone
+99%
-8%
http://www.comscore.com/Insights/Blog/Smartphone-Usage-Has-Doubled-in-the-Past-Three-Years
Smartphone is Preferred Channel
Bidgely Confidential
Utility Awareness is High
25
30.5%
20.0%
11.6%10.5%
8.4%
0%
5%
10%
15%
20%
25%
30%
35%
Which of the following will cause the greatest disruption to your utility
over the next 5 years?
Increased regulatory
requirements
Customer
expectations
Pressure on traditional
utility business model
Growing solar
penetration
Increasing use of TOU
or dynamic rates
30.5%
20.0%
11.6%
10.5%
8.4%Navigant Research
Bidgely Confidential
Utility Readiness Not There Yet
26
Digital Transactions
Proactive Alerts & Notifications
Contact Center Next Best Action
Advanced CSR Tools
Social Media Management
Campaign Management
Cross-channel Consistency
Preference Management
Customer Analytics/Business Intelligence
Targeted Web Marketing
Segmentation & Personalized Content
Mobile Applications
Digital Marketplace
360 Degree View of Customer
Loyalty & Rewards Programs
24.0%
24.0%
17.7%
16.7%
15.6%
15.6%
14.6%
14.6%
14.6%
14.6%
13.5%
11.5%
10.4%
9.4%
6.3%0%
5%
10%
15%
20%
25%
30%
High Confidence in Customer Engagement Capabilities?
Navigant Research
Bidgely Confidential
Utility Readiness Not There Yet
27
Digital Transactions
Proactive Alerts & Notifications
Contact Center Next Best Action
Advanced CSR Tools
Social Media Management
Campaign Management
Cross-channel Consistency
Preference Management
Customer Analytics/Business Intelligence
Targeted Web Marketing
Segmentation & Personalized Content
Mobile Applications
Digital Marketplace
360 Degree View of Customer
Loyalty & Rewards Programs
24.0%
24.0%
17.7%
16.7%
15.6%
15.6%
14.6%
14.6%
14.6%
14.6%
13.5%
11.5%
10.4%
9.4%
6.3%0%
5%
10%
15%
20%
25%
30%
High Confidence in Customer Engagement Capabilities?
Navigant Research
Bidgely Confidential
Defining the Right Mobile Solution
28
Bidgely Confidential
Defining the Right Mobile Solution
29
1. The required functionality
2. Leveraging a platform approach
3. The build vs. buy decision
4. Ensuring ease of deployment
5. The ancillary support for rollout
Bidgely Confidential
1. Functionality
30
Top Utility Customer
Engagement Goals
Navigant Research
Increase Customer Satisfaction
Reduce Cost-to-Serve
Reduce IT Costs
Increase Revenue
Increase Digital Engagement
Protect Customer Information
52%
16%
16%
11%
4%
1%
Bidgely Confidential
1. Functionality
31
• Satisfaction ≠ Meeting Expectations• Desire (apple)
• Exceptional service (nordstrom)
• Personalized content (facebook)
• Great pricing (amazon)
Top Utility Customer
Engagement Goals
Navigant Research
Increase Customer Satisfaction
Reduce Cost-to-Serve
Reduce IT Costs
Increase Revenue
Increase Digital Engagement
Protect Customer Information
52%
16%
16%
11%
4%
1%
Great Product That People Want
to Consume
Bidgely Confidential
1. Functionality
32
• Push, Don’t Pull• Drive engagement to the consumer
• Focus on Me• Lead with personalized content
• Make it fun to consume
• Know the Narrative• Best UX defined by user stories
Bidgely Confidential
2. Platform
33
• Modular• Serve multiple programs (e.g. EE, DR,
engagement)
• Customizable• Branding and content
• Climate, goals, customer types
• Extensible• Easily integrate with other solution
components
DEEPEN
CUSTOMER
ENGAGEMENT
INCREASE
ENERGY
EFFICIENCY
MANAGE
PEAK
DEMAND
IMPROVE
CUSTOMER
SUPPORT
INCREASE
CUSTOMER
REVENUE
LOWER
PROGRAM
COSTS
Bidgely Confidential
2. Platform
34
• Omni-Channel• Consistent look and feel across multiple channels
Bidgely Confidential
2. Platform – App vs SMS
35
Mobile App SMS to Mobile Web
VS
Bidgely Confidential
3. Build vs Buy
36
Build Internally✔ Full utility control
✘ Skillset mismatch, project duration, ongoing maintenance/support
Build Externally✔ Full utility control, no skillset mismatch
✘ Ongoing maintenance/support
Buy Off-the-Shelf✔ Deployment speed, hardened product, amortized maintenance
✘ Potential lack of differentiation
Bidgely Confidential
3. Build vs Buy
37
• Utilize existing utility app
• Integrate engagement features –disaggregation, insights, recommendations – via API
• Utilize off-the shelf app
• Integrate existing utility features – bill pay and outage management – via deep linking
Hybrid Approach – APIs Hybrid Approach – Deep Linking
Bidgely Confidential
4. Ease of Deployment / 5. Ancillary Support
38
• Compatible & Adaptable• Fit with existing IT infrastructure
• Robust• Security and SLAs
• Marketing and Launch Support• Expertise in ”recruiting to mobile”
• Customer Support• New channel/new content = new questions
Bidgely Confidential
Summary – The 5 Key Considerations
39
1. The required functionality
2. Leveraging a platform approach
3. The build vs. buy decision
4. Ensuring ease of deployment
5. The ancillary support for rollout
bidgely.com/white-papers
© Copyright IBM Corporation 2015
IBM Confidential40
Questions?
Thank you! You will receive a copy of today’s slides at the email
address you used to register.
Josh GleasonHead of Product Marketing
Bidgely
Nathan ShannonDeputy Director
Smart Grid Consumer
Collaborative
Kelly WycheProduct Developer - Innovation
Management
Duke Energy
Shawn BielkeProduct Portfolio Manager,
Customer Experience
Xcel Energy
Top Related