12-14 November 2019
Paris, France

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Talk community interview: Salesforce

See what Carol Leboffe, EMEA Senior Business Development Manager - Utilities at Salesforce, Silver Partner of EUW, has to say about the opportunities and threats she sees for the industry.

  • What does Salesforce see as the biggest opportunity for the smart energy industry?

Digitisation combined with the ambitious EU energy policies and the increasing demanding and energy conscious consumer are the biggest opportunities, leading the Utilities to rethink the way they operate their business, collaborate with the eco-system, and interact with their customers. Technology is evolving fast; artificial intelligence, robotics, and the Internet of Things (IoT) are key to transform Utilities into the digital energy service provider of the future.

  • What does Salesforce see as the biggest threat to the smart energy industry?

The Utilities heritage characterised by being slow movers with a “wait & see approach”. Time have changed. Largest top companies in 2010 had still some energy companies now we have the Apple, Google, and Amazon. “Slow movers” will be wiped out by new on-line digital retailer and industry entrants. Digital is fundamental to accelerate transformation and be at the forefront in any industry.

  • What are the key topics Salesforce will highlight at this year’s EUW?

How Salesforce helps Utilities to transform and become the Digital Utility of the future across two dimension of the Energy value chain:
i) Empower the Energy Retailer to deliver great customer experience, lower their cost to serve and boost their agents productivity by incorporating automation, mobility, and artificial intelligence into their sales and service operations. All this applicable both for their traditional business and their new business models such as connected home and enterprise and e-mobility.
ii) Accelerate DNO-DSO digitisation with the aim to enable roll-out smart meters by managing appointments with more precise times and notice, provide field-workforce with meaningful experience, and enhance the relationship with customers by providing proactive information for planned and unplanned outages and latest on-line and off-line customer experience.


Interested to hear more about how to become The Digital Utility of the future? Then join us, on November the 7th at 10.20 am, at the Customer Centricity Hub Session, to learn how to drive customer centricity with digital innovation or come and visit us at Hall A, J84

 

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