Unleashing the Power of Data and AI in the Energy Transition

Table of Contents

1. Introduction

2. The Energy Transition Landscape

2.1 The Shift to Clean Energy

2.2 The Changing Grid Infrastructure

3. The Evolving Relationship with Customers and Partners

3.1 Customers as Prosumers

3.2 Collaborating with Third-Party Entities

4. Challenges in the Energy Industry

4.1 Economic and Price Fluctuations

4.2 Resilience in the Face of Natural Disasters

5. The Need for Transformation

5.1 Efficiency and Flexibility at Scale

5.2 The Limitations of Legacy Systems

6. The Power of Data and AI in Energy Transition

6.1 Personalization for Millions of Customers

6.2 Leveraging Data to Drive Efficiency

7. Use Cases for AI in Energy and Utilities

7.1 Key Account Management and Net Zero Goals

7.2 Enhancing Service Experiences

7.3 Proactive Engagement for Bill Assistance

7.4 Managing the Distributed Grid

8. The Energy Relationship Platform

8.1 Cultivating Connected Experiences

8.2 Extending Salesforce Capabilities with Energy and Utilities Cloud

8.3 Leveraging AI to Drive Productivity

9. The Future of AI in Energy and Utilities

9.1 Continual Innovation and Collaboration

9.2 Partnering with Industry Specialists

10. Conclusion

Leading the Energy Transition with Data, AI, and CRM

Hello and welcome, everyone, to our session on leading the energy transition with data, AI, and CRM. In this rapidly changing landscape, the energy and utility sector is undergoing a massive transformation. As we move towards a more sustainable future, the shift to clean energy sources and the evolving GRID infrastructure pose both challenges and opportunities.

1. Introduction

As the Senior Director of Solutions and Product Strategy at Salesforce's Energy and Utilities Cloud, I am honored to address our valued customers and partners who are trailblazers in this industry. Today, we will explore the key trends, challenges, and solutions that are shaping the energy transition.

2. The Energy Transition Landscape

2.1 The Shift to Clean Energy

In 2022, clean energy accounted for 30% of the global capacity, marking a significant milestone in the transition towards sustainability. This shift is driven by a massive investment of $1.7 trillion projected for 2023. However, it's important to note that this transition goes beyond the installation of renewable energy sources. The entire grid infrastructure is undergoing a transformation from a one-way system to a highly distributed and interconnected network.

2.2 The Changing Grid Infrastructure

The grid of the future will be characterized by a diverse range of energy sources and an increased focus on decentralization. The traditional model of energy delivery is being replaced by a dynamic ecosystem of energy producers and consumers. Customers, once passive recipients of energy, are now actively participating in the generation and management of their own power. This shift necessitates the orchestration of energy resources at an unprecedented Scale.

3. The Evolving Relationship with Customers and Partners

3.1 Customers as Prosumers

Customers are no longer mere billing nodes at the end of the delivery network. They are now active participants in the energy ecosystem. As energy utilities and service providers, it is crucial to recognize customers as partners in managing and delivering a safe and reliable grid. This collaboration opens up new avenues for innovation and customer engagement.

3.2 Collaborating with Third-Party Entities

The energy transition requires collaboration with a wide range of third-party entities. From automotive OEMs with telematics data to energy service providers and contractors installing renewables, working with these new players is essential for success. By leveraging their data, workflows, and customer relationships, energy companies can enhance their operations and deliver more value to their customers.

4. Challenges in the Energy Industry

4.1 Economic and Price Fluctuations

The energy industry operates in a dynamic economic landscape. Price fluctuations, geopolitical events, and changing market conditions pose challenges to delivering affordable and reliable energy. These factors highlight the need for agile and flexible systems that can adapt to evolving circumstances.

4.2 Resilience in the Face of Natural Disasters

As the frequency and intensity of natural disasters increase, ensuring the resilience of the grid becomes paramount. Wildfires and storms pose significant risks to the stability of energy infrastructure. Building a grid that can withstand these challenges while supporting the energy transition is a complex task that requires innovative solutions.

5. The Need for Transformation

5.1 Efficiency and Flexibility at Scale

To successfully navigate the energy transition, energy companies need to embrace efficiency and flexibility on a large scale. Legacy systems, designed for a different era, no longer meet the demands of the changing landscape. Embracing new platforms and technologies is crucial for driving progress and achieving sustainability goals.

5.2 The Limitations of Legacy Systems

Legacy systems, such as Customer Information Systems (CIS) and operational systems, have served the industry well in the past. However, they are not equipped to handle the complexities of the energy transition. Many utilities find themselves constrained by rigid data architectures and outdated models. Bolting on capabilities or stretching these systems to their limits only provides temporary solutions.

6. The Power of Data and AI in Energy Transition

6.1 Personalization for Millions of Customers

The energy transition requires a personalized approach to meet the needs of millions of customers. By leveraging data and AI, energy companies can deliver tailored experiences and engage their customers on a one-to-one level. This level of personalization can range from helping customers on their journey towards carbon neutrality to proactively assisting those struggling with their energy bills.

6.2 Leveraging Data to Drive Efficiency

Data is the backbone of effective decision-making in the energy industry. By harnessing the power of data and AI, energy companies can drive efficiency and optimize their operations. Connecting data from internal systems, weather sources, telematics, and other Relevant sources enables utilities to make informed decisions, improve planning, and deliver better outcomes for their customers.

7. Use Cases for AI in Energy and Utilities

7.1 Key Account Management and Net Zero Goals

AI can enhance key account management by providing insights and identifying the best-fit utility programs for customers. Sales teams can leverage AI as a co-pilot to target the right customers and generate engaging outreach campaigns. This personalized approach strengthens the utility-customer relationship and supports customers' Net Zero goals.

7.2 Enhancing Service Experiences

AI-driven service experiences empower contact center agents to deliver better outcomes for customers. By automating routine tasks and providing intelligent summaries of customer calls, agents can focus on providing personalized advice and guidance. This shift from transactional to advisory roles enhances overall customer satisfaction and improves operational efficiency.

7.3 Proactive Engagement for Bill Assistance

AI can proactively engage customers who may be struggling to pay their bills. By analyzing Patterns and behaviors, utilities can identify customers at risk of falling behind on payments and initiate assistance programs before the situation worsens. This approach improves customer financial well-being and reduces the strain on utility resources.

7.4 Managing the Distributed Grid

As the grid becomes more distributed, AI plays a crucial role in managing energy resources effectively. Utilities can leverage AI to target customers for load management programs, optimize electric vehicle charging schedules, and ensure the stability of the grid during peak demand periods. By orchestrating distributed energy resources, utilities can balance supply and demand while maintaining grid reliability.

8. The Energy Relationship Platform

8.1 Cultivating Connected Experiences

To navigate the energy transition successfully, utilities need a new kind of platform: the energy relationship platform. This platform enables utilities to cultivate connected experiences and have a unified view of their customers, partners, and assets. By integrating data from various systems, utilities can unlock the power of personalization and deliver tailored services at scale.

8.2 Extending Salesforce Capabilities with Energy and Utilities Cloud

Salesforce's Energy and Utilities Cloud is a purpose-built solution designed specifically for the energy sector. By leveraging this cloud platform, utilities can extend the capabilities of Salesforce CRM and service clouds. This integration allows for seamless data flow, harmonization, and automation, empowering employees with the tools they need to succeed in the energy transition.

8.3 Leveraging AI to Drive productivity

The combination of data, AI, and CRM brings unparalleled productivity gains to the energy industry. By automating transactional tasks and leveraging AI capabilities, employees can focus on higher-value activities, such as becoming energy advisors to customers. This shift in roles enhances customer engagement, drives efficiency, and helps utilities achieve their Net Zero targets.

9. The Future of AI in Energy and Utilities

9.1 Continual Innovation and Collaboration

The energy transition is an ongoing journey that requires continual innovation and collaboration. Salesforce is dedicated to advancing AI capabilities within the energy and utilities sector. By partnering with industry specialists and incorporating their expertise and workflows into the AI framework, utilities can stay at the forefront of technological advancements.

9.2 Partnering with Industry Specialists

Collaborating with industry specialists allows utilities to tap into specialized knowledge and capabilities. Partnerships with providers of telematics data, energy analytics, and managed services can enhance the AI-powered solutions offered by Salesforce. These partnerships bring together the best of both worlds and enable utilities to leverage the full potential of AI in their operations.

10. Conclusion

In conclusion, the energy transition presents immense opportunities for those willing to embrace change. By harnessing the power of data, AI, and CRM, utilities can lead the transformation towards a sustainable energy future. Personalization, efficiency, and agility are the keys to success in this evolving landscape. Salesforce's Energy and Utilities Cloud, combined with AI capabilities, offers utilities the tools they need to thrive in this new era.

Highlights:

• The energy transition landscape is rapidly changing, with a focus on clean energy and a shift to a highly distributed grid infrastructure.
• Customers are now active participants in the energy ecosystem, requiring utilities to collaborate with third-party entities.
• Economic fluctuations and natural disasters pose challenges to the energy industry's goal of delivering safe, reliable, and affordable energy.
• Legacy systems are no longer sufficient for the energy transition, requiring utilities to embrace new platforms and technologies.
• Data and AI play a crucial role in personalizing experiences for millions of customers and driving efficiency in operations.
• Use cases for AI in energy and utilities include key account management, enhancing service experiences, proactive bill assistance, and managing the distributed grid.
• The energy relationship platform enables utilities to cultivate connected experiences, leveraging Salesforce's Energy and Utilities Cloud.
• AI capabilities empower utilities to drive productivity, improve service, and support customer engagement.
• Continued innovation and collaboration, as well as partnerships with industry specialists, ensure utilities stay ahead of technological advancements in the energy sector.