making the connected home a reality - action week lisbon · making the connected home a reality...

Making the Connected Home a realityJames MonighanHead of Products, Connected Homes

@JamesMonighan

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• Introduction to British Gas and Connected Homes

• The Customer and market reality

• Our solutions and capabilities

• Results.......so far

• The future vision

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British Gas has a very long history

• 30k UK employees• 15k Engineers• FTSE 100

• 15m energy accounts• 8m home services contracts• 70% of UK’s Gas storage capacity

1813 1948

1986

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Connected Homes is the newest addition to the“family”

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ValueFor Customers

For British Gas

For Connected Homes

Our headline objective is very simple

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We operate using “LEAN start up” principles

“A start up which combines fast, iterative development methodologies with customerdevelopment principals” - Eric Ries

1 Entrepreneurs are everywhere 2 Entrepreneurship is management

3 Validated learning 4 Innovation accounting

5 Build, measure and learn

Code Faster• Unit tests• Usability tests• Continuous integration• Refactoring• Just in time scalability

Measure Faster• Split or A/B tests• Continuous deployment• Cohort analysis

Learn Faster• Split tests• Customer interviews• Customer development• Smoke tests

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We start with a hypothesis

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Building a Minimum Viable Product (MVP)

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Traditionally customer engagement has been low

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The environment is challenging

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The industry is now changing with the UK roll out ofsmart meters - British Gas at the forefront

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The early smart meter roll out was supported by ourenergy insights product –transparency and visibility

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We have now brought all of the energy insightscapability in house – technical and data science

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Our in-house Data Science team turn ideas into value

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Taking data from smart meters and other sourcesand putting it at the heart of our products

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Helping customers understand their home energyconsumption at a glance

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Compare energy usage for similar homes - day, week,month and year

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Understand where they are spending most money

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Plus personalised and generic tips

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Our latest addition: an App. offering near “real time”visibility

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We are ‘joining up the dots’ for customers

Tariff andBill

Smartmeter

Hive ActiveHeating

ConnectedBoiler

Connected Homes

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Customers love the products

@ 600k+ customers benefitting from our energy insights products

@150k+ customers on Hive

Successful trials for Connected Boilers

Attracting “new to British Gas” Customers

Increasing customer engagement

Changing perception of British Gas (NPS)

Hive customers have higher propensity to buy other British Gas products

Delivering real value

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Transforming the customer relationship – andBritish Gas

SmartPropositions

New technologiesand Smart grid

Control &transparency

Accurate bills Customer trust

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Making the Connected Home a reality

@JamesMonighan

Thanks you

Questions?