leverage smart home technology to build new customer ...€¦ · february 9, 2017 . web conference...
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www.esource.com February 9, 2017
Web conference
Ryan Odell, Essie Snell, Sarah Howie, and Jeffrey Daigle
E Source
Leverage Smart Home Technology to Build New Customer Connections
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For More Information
Essie Snell Research Manager, Technology Assessment 303-345-9140 [email protected]
Ryan Odell Associate Analyst , Demand-Side Management 303-345-9140 [email protected]
Sarah Howie Practice Director, Marketing and Communications 303-345-9166 [email protected]
Jeffrey Daigle Research Manager, Customer Experience 303-345-9183 [email protected]
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The Smart Home, DSM Programs, and
Smart Home DSM
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Text here
Courtesy: iStock
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Text here
Courtesy: iStock
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Dr. Marvin, Dr. Leo Marvin
Baby steps to smart home DSM
Courtesy: iStock
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State of Smart Thermostat Programs
For years, E Source has been tracking the growing number of utility smart thermostat programs and placing them in our catalog of smart thermostat pilots and programs. From 2013 to 2016, we have conducted annual updates, and the catalog has grown from 10 to 97 smart thermostat pilots and programs.
programs target energy efficiency (EE)
programs 5 target both EE and DR
programs target demand response (DR)
60 26 5
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Smart Thermostats Are the Foundation of Smart Home DSM
Programs are in most US States and Canadian Provinces
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Smart Home Pilots GETTING DEVICES IN THE HOME
Ontario is doing some really cool smart grid projects PowerStream Toronto Hydro
US smart home pilots 3,000 miles apart Efficiency Vermont Pacific Gas and Electric (PG&E)
Images courtesy: iStock
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Focusing on Energy Management
PowerStream Residential Energy Management
(REM) pilot
10 months, 500 homes
Smart thermostat, a touchpad, two smart plugs, two door sensors, and two motion sensors
Evaluation results due in 2017
Efficiency Vermont Smart Lighting & Hub Pilot
15 households (244 respondents in 5 days)
One Hub, five smart bulbs, one smart plug
Key findings: Dimming = potential energy
savings Behavioral changes and high
customer satisfaction
Source: PowerStream
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Focusing on Smart EV Charging
Toronto Hydro Residential Smart Charging
pilot 15 months, 30 electric
vehicles (EVs) Level 2 electric vehicle
supply equipment, FleetCarma cellular C5 logger Program saw daily and
temporary reduction in peak charging load
PG&E BMW ChargeForward
(vehicle to grid) pilot 18 months, 100 EVs PG&E requested 100 kW
reduction per event (1 kW per vehicle) 192 DR events took place Achieved 100 kW
reductions in 94% of events; shifted 19,000 kWh
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Expanding 2017 DSM Programs with Smart Devices Southern California Edison (SCE) Metrics for programs and measures planned to be in-market by January 1, 2017 Smart thermostats Tier 2 smart strips *Points-and-rewards behavioral low-
income program Tier 1 smart strips Hybrid heat pump water heaters Energy-efficient audit tool Home energy reports
Metrics for programs and measures planned to be ready after January 1, 2017 Smart plugs Smart lighting Smart appliances *Smart whole-home platform bundles
Courtesy: SCE
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Moving from Smart Widgets to True Home Energy Management
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Tons of Opportunities for Utilities!
Increased residential DR functionality
New data on energy use in the home
Potential for new Energy Star programs
New types of measurement and verification
New opportunities for communication
Efficiency potential via improved control
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Nearly half of surveyed utility executives believe the smart home
will revolutionize the utility industry
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Time to Think Outside the Box
Sources: iStock, ecobee, ThinkEco
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Partnership Opportunities Are Emerging
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Utility-Centric Smart Home
Platforms
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Utility-Centric Platforms
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Bring-Your- Own-Device
Implementers
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BYOD Implementers
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Service Companies
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Service Companies
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Voice Control
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The Smart Home Interface of the Future?
Sources: Amazon, Google
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Strategies for Smart Home Success
Identify data ownership and user privacy needs
Collaborate with nontraditional stakeholders
Take advantage of energy and non-energy benefits
Decide what you want out of the smart home
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Making the Most of Connected-Home Communications
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Courtesy: iStock
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Shifting Experiences and Conversations
The connected home positions utilities to create new conversations, value and experiences with customers and other stakeholders. Some of the big questions are:
About what? In which ways? With whom?
And what other fundamentals do we need to consider?
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Case 1: “Alexa, Tell Me…”
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Source: Amazon
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If we know that the consumer is going to turn to a machine for assistance, then we’d better give that machine what it needs. We’d better complement human storytelling with machine storytelling.
Mark Mulhern President, iCrossing
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Source: Amazon
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Alexa, who’s a good local HVAC repair company?
Source: Amazon
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Alexa, who’s a good local HVAC repair company?
I’ve found 5 highly rated HVAC repair companies in the Denver area who are available through Amazon Home Services.
Source: Amazon
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Source: TXU Energy
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Who’s a good local HVAC repair company?
Source: Amazon, Google
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Takeaway:
Search Engine Optimization (SEO)
Search Engine Marketing (SEM)
And so do emerging formats.
Alexa Skills IFTTT … And more to come…
Digital fundamentals matter… big time.
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Case 2: Setting the Scene
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Courtesy: iStock
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Source: ENMAX
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Young Digerati are tech-savvy and live in fashionable neighborhoods on the urban fringe. Affluent, highly educated, and ethnically mixed, Young Digerati communities are typically filled with trendy apartments and condos, fitness clubs and clothing boutiques, casual restaurants and all types of bars—from juice to coffee to microbrew.
Source: The Nielsen Company
Young Digerati
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Courtesy: iStock
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Source: The Nielsen Company
Upper-middle-class, suburban, married couples with children—that’s the skinny on Kids & Cul-de-Sacs, an enviable lifestyle of large families in recently built subdivisions. With a high rate of Hispanic and Asian-American families, this segment is a refuge for college-educated, white-collar professionals with administrative jobs and upper-middle-class incomes. Their nexus of education, affluence, and children translates into large outlays for child-centered products and services.
Kids & Cul-de-Sacs
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OK Google, goodnight.
Goodnight.
Image sources: Google, ecobee, iStock, August, ChargePoint, Wemo
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Takeaway:
You’ve got to know your customers’ daily rhythms and pain points. Consider creating journey maps of key segments’ daily rhythms, concerns and experiences.
Ask: How might the connected home ease those points of friction or concern?
Create parallel maps of the needs of the utility over the course of the day.
Ask: What overlaps to we see? Ask: How might we ______________?
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Can You Generate Revenue from
HEM?
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Setting the Stage for Revenue Generation
60 percent of the US population is “somewhat” or “very” familiar with HEM systems. — E Source, Generating Revenue from Home Energy Management
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Who Are HEM Competitors?
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Segments with a Higher Propensity for HEM Products
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Technovators
Plugged-In Families
Tech Nests
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Segments with a Lower Propensity for HEM Products
Satellite Seniors
Leisurely Adopters
Tech-Free Frontier
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Making Revenue-Generating Programs “Sticky”
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Individual Enrollment Values Revenue per household enrollment $279.75
Cost for thermostat ($189.75)
Enrollment margin $90.00
Per 10,000 Homes—Propensity 100% of key segment adoption $99,000
10% of all homes $90,000
25% key segments and 1% other homes $32,760
Building the Business Case: $9.99 per Month
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Courtesy: iStock
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New E Source Smart Home Research Generating Revenue from Home Energy Management
Jeffrey Daigle, published February 7, 2017
Moving from Smart Widgets to True Home Energy Management: Teaming with Vendors to Take Advantage of Smart Home Interconnectivity Essie Snell, published February 9, 2017
Making the Most of Your Smart Home Communications and Marketing: Design Considerations for an Evolving Landscape Sarah Howie, upcoming 2017
DSM Programs and the Smart Home: The Journey Beyond Smart Thermostats Ryan Odell, upcoming 2017
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Essie Snell Research Manager, Technology Assessment 303-345-9140 [email protected]
For More Information
CONTACT US
1-800-ESOURCE (1-800-376-8723) [email protected]
www.esource.com
Ryan Odell Associate Analyst , Demand-Side Management 303-345-9140 [email protected]
Sarah Howie Practice Director, Marketing and Communications 303-345-9166 [email protected]
Jeffrey Daigle Research Manager, Customer Experience 303-345-9183 [email protected]
© 2017 E Source | www.esource.com 62
Questions?