Digital Gas & Power

Dr Neil Williams

neil@tilix.uk

Frictionless Omnichannel Customer Journies

Moments of Truth

Source: Deloitte

Security & Privacy are Critical

Customer Service Evolution

Customer Service Suite

  • 20-pound Brain
  • Fast Fingers

Source: Saleforce Desk

  • Intuitive
  • Emotionally Intelligent

73 Ovo

45 Good Energy

Net Promoter Scores:

Ofgem CSAT Analysis

Source: Ovum

Social

Mobile

Gartner's Shifting Customer Service Channels

InfoSec 3x3

  1. Discerning Customers

  2. CIO Audit

  3. GDPR

Consumer Concerns About IoT

CIO Audit => National Security

Reputation

Intrusion
Detection

Authentication

Integrity

Non-Repudiation

Secrecy

Anonymity

Fault Node

Detection

Access Control

GDPR => Consumer Privacy

3rd Party

Information

Governance

Privacy By

Design/Default

Breach

Notifications

Unambiguous

Consent

Data Protection Officer

Benefits of GDPR

  • Customers: Builds Trust
  • Investors: Reduces Corporate Risk
  • Managers: Gives Peace of Mind
  • Operatives: Gets Us Organised

GDPR Issues in Energy

  • Metering & Billing

  • Smart Grid

  • Electric Vehicles (EV)

GDPR Myths Busted

  • GDPR applies to both data controllers & processors.
  • There isn't loads of time to get compliant.
  • GDPR applies to all businesses including SMEs.
  • A robust firewall & encryption is not enough.
  • The ICO is sharpening its teeth.

GDPR Preperation Checklist 

  • Create Awareness

  • Document how personal data is handled & communicate Privacy Information

  • Provide for Individual's Rights & Prepare for Subject Access Requests

  • Clarify the Legal Basis for processing

  • Ensure Consent & Age Verification processes are compliant

  • Data Breaches

  • Data Protection by Design

  • Data Privacy Impact Assessments (DPIAs)

  • Data Protection Officiers

Recommended GDPR Viewing

Dr Neil Williams

neil@tilix.uk

Made with Slides.com