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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
Slide 3
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
Slide 4
Connected Homes is the newest addition to the“family”
Slide 5
ValueFor Customers
For British Gas
For Connected Homes
Our headline objective is very simple
Slide 6
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)
Slide 9
Traditionally customer engagement has been low
Slide 10
The environment is challenging
Slide 11
The industry is now changing with the UK roll out ofsmart meters - British Gas at the forefront
Slide 12
The early smart meter roll out was supported by ourenergy insights product –transparency and visibility
Slide 13
We have now brought all of the energy insightscapability in house – technical and data science
Slide 14
Our in-house Data Science team turn ideas into value
Slide 15
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
Slide 19
Compare energy usage for similar homes - day, week,month and year
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Understand where they are spending most money
Slide 21
Plus personalised and generic tips
Slide 22
Our latest addition: an App. offering near “real time”visibility
Slide 23
We are ‘joining up the dots’ for customers
Tariff andBill
Smartmeter
Hive ActiveHeating
ConnectedBoiler
Connected Homes
Slide 24
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
Slide 25
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?