VII Simposio Empresarial Internacional Funseam "Transformación digital y sector energético" MESA 3: Tecnologías disruptivas y cliente digital

1. Digital Utility@EDP
José Ferrari | Digital and IT Officer@EDP
MESA 3: Tecnologías disruptivas y cliente digital
1

2. Top 4 worldwide in renewable
energy
A leading company in the
energy sector
AT A
GLANCE
Present in 14 countries Largest company in Portugal
10M customers in electricity 12K employees
2

3. 3
20182006
410
340
250
240
230
230
220
215
210
205
Bank of America
Citigroup
Exxon Mobil
General Electric
Gazprom
Microsoft
Royal Dutch
Shell
BP
PetroChina
HSBC
927
778
766
751
542
499
492
491
388
344
Berkshire Hathaway
Apple
Amazon.com
Alphabet
Microsoft
Alibaba
Facebook
Tencent Holdings
JPMorgan Chase
Exxon Mobil
Industry
IT
Energy
Others
World largest listed companies by market capitalization (Billion USD)
Source: Forbes, June 2018
A virtually
new world
The largest companies in
the world are digital
native companies
3

4. 4
New
business
models
Changing not only how
business is perceived but
also how business is
performed
Tesla has a greater market cap than Ford, but…
…Tesla sold less than 80k cars in 2016
4

5. 5
There are more people with
smartphones than houses
with access to clean water
and sewer system
New
Paradigm
Source: The World Bank
5

6. 6
The iPhone X has
2.500 times more
processing power than the
computer on Apollo 11
New
capabilities
Source: The World Bank
6

7. 7
New
opportunities
Many utilities see the digital
revolution as a threat to their
business model, but massive
opportunities await those able
to transform themselves
ahead of the curve
IoT &
Sensorization
Digital Platforms
Advanced
Analytics & Big
Data
Design Thinking
Blockchain
Mobile
Robotics &
Automation
AR / VR
Drones
Social Media

8. 8
500
digital initiatives ongoing or
planned at EDP
The Digital
Utility
8

9. 9

10. 10
Development or acceleration
of new digital interfaces,
technological products and
services, virtual assistants
and predictive models to
strengthen the company's
relationship with its
customers (in Portugal, Spain
and Brazil)
Customer
10

11. 11
Customer use cases
11
CUSTOMER/ USER EXPERIENCE
EDP ONLINE BRAZIL
Integration of all digital platforms in
a one-stop shop, w/ seamless and
coherent customer experience (i.e.
S2C Brazil)
Digital Platforms
SEAMLESS
Unification of online and
mobile platforms, to build a
seamless experience for
EDPC customers with 1 app
and website only
Churn reduction -
improved customer
satisfaction
PT BRDigital Platforms |
Mobile
Churn reduction – improved
customer satisfaction
Cost reduction – customer interact.
through lower cost channels)
Technologies Value Levers

12. 12
Customer use cases
12
OPERATIONS / EFFICIENCY
PREDICTIVE MODELS
Design and implementation of
several predictive models for
commercial purposes (e.g. churn
models)
Advanced Analytics
POWER2ME & SAVE2COMPETE
Integrated platform for energy
counseling, with intuitive customer
experience and cross-selling opp.
(i.e. S2C Portugal B2C e B2B)
Cost reduction – customer
interactions through lower cost
channels
Revenues increase – increased
cross-selling opportunities
PT BRDigital Platforms |
Mobile
Churn reduction – better predictive
capabilities to anticipate risk of
churn
Technologies Value Levers

13. 13
Customer use cases
13
NEW PRODUCTS & SERVICES
SALES 4.0
Increase Web and Leads Sales,
developing dynamic and custom
landing pages, SEM, new partners,
etc.
A. Analytics | Digital
Platforms | Mobile
MUNICIPALITY APP & WEBSITE
App that delivers features related
w/ municipalities electric ops. (e.g.
fault reports, power cuts, network
connections, street lights)
Cost reduction – customer
interactions through lower cost
channels
PT ESAI/Robotics | Digital
Platforms | Mobile
Revenues increase – (increase lead
to sales conversion )
Technologies Value Levers

14. 14
Development, management
and maintenance of EDP's
assets and operations, for
example through predictive
maintenance solutions,
operations based on mixed
reality, sensorisation and IoT
Assets &
operations

15. 15
Assets & operations use cases
15
Technologies Value Levers Generation Renewables Distribution
ASSET MGMT.
AUTONOMOUS DRONES ASSET PLAN. &
INSPECT.
Identify anomalies by capturing
imagery (infrared, ultraviolet, visible)
w/ unmanned aerial vehicles
AI & Robotics |
Advanced analytics
MONITORING & DIAGNOSTICS CENTER
Centralized asset monitoring and
O&M optimization leveraging big
data and advanced analytics
Cost reduction – Improved asset
management process efficiency
PT|ES BRAdvanced analytics
Cost reduction – Improved asset
management process efficiency
OPS. &TRADING

16. 16
Global cultural transformation
within the group through new
ways of working, with
organizational models that
foster collaboration and the
adoption of new workspaces
Enterprise
16

17. 17
Enterprise use cases
17
Technologies Value Levers
PROCESS EFFICIENCY
EDP AGILITY & INTERNAL SOCIAL NETWORK
Transform and redesign
organization and people mgmt.
areas, leveraging hybrid solutions,
avoiding silo structures & promoting
collaboration using Facebook
workplace
AI | Digital
Platforms
RPAS
Leverage Robot Process
Automation to reduce manual and
repetitive tasks, fostering internal
efficiency solutions
Cost reduction – automate tasks
and minimize manual intervention
PT|BR BRAI | Digital Platforms
Cost reduction –increased efficiency
through agile methods of work
EMPLOYEE EXPERIENCE

18. 18
New
Challenges
84% of companies fail at
Digital Transformation
Cultural shift
Digital friendly
environment
Top management
commitment
Legacy systems
Break silos
Agile approach
Teams setup
Governance
Release quality
time
Source: Forbes 2016
18

19. 19
CORE IT
Building a
Digital
Organization
@EDP
Join Core IT with Digital
Acceleration
19

20. 20
It’s not faith in technology.
It’s faith in people
Steve Jobs

21. 21
José Ferrari Careto
Digital Officer