HomeServe USA (HomeServe), a leading provider of home emergency repair service plans and turnkey energy-related services for the energy utility industry, today announced that Sir Roy Gardner, former Group Chief Executive of Centrica plc and advisor to HomeServe, participated on a panel at the Electric Light & Power Executive Conference on February 2, 2015, in San Diego, CA.

The panel, entitled “Whose Customer is It Anyway?,” focused on the integral role customers play in the electric industry, especially in light of the increasing consumer adoption of technologies that are lowering customer energy demand. Hosted by moderator Peter Weigand, Chairman and CEO of Skipping Stone, the panelists offered their insight into opportunities available to companies offering new customer programs, as well as opportunities and challenges of customers becoming their own energy providers or “prosumers.” In addition to Sir Roy Gardner, the panelists included:

  • Pete Scarpelli, Vice President, Global Director of Energy & Sustainability, CBRE
  • Caroline Winn, Vice President, Customer Services and Chief Customer Privacy Officer, San Diego Gas & Electric
  • David Ozment, Director of Energy, Wal-Mart Stores Inc.
  • Shuchi Roy, Director Innovation Strategy, Direct Energy

During the panel, Sir Roy shared his perspective on the shifting energy landscape in the U.S. and stressed the need for traditional utilities to find new and innovative ways to strengthen their relationship with their customers. Reflecting on his experience leading British Gas, a subsidiary of Centrica plc, through a similar period of transition, Sir Roy discussed the value of offering energy-related services with high-quality customer service, citing British Gas’s residential services division as an example.

Sir Roy noted that as technology adoption and competition increase, utility revenues will shrink, advising utility executives to “look for ways of diversifying revenue streams and expanding customer engagement with additional products alongside energy.”

He continued, “By deepening and broadening the relationship with the customer, not only does this provide added income from additional products sold, it increases customer loyalty and shareholder value.”

Sir Roy summarized that, based upon his experience while at British Gas, the basic formula for success will be a combination of traditional supply along with provision of energy-related services to meet the changing needs of customers. He concluded saying, “The most loyal customers will be those that engage with you on both.”

For more of Sir Roy Gardner’s views on how utilities can adapt to the evolving energy marketplace, his white paper, “Navigating U.S. Energy Industry Shifts – Lessons Learned from the Deregulation of British Gas” is available for download at www.HomeServeEnergyInsider.com.

About HomeServe

HomeServe USA Corp (HomeServe) is an independent provider of home emergency repair service plans. For over a decade, the company has protected homeowners against the expense and inconvenience of water, sewer, electrical, HVAC and other home emergencies by providing affordable coverage and quality service. HomeServe, a Better Business Bureau Accredited Business, serves over 1.8 million homeowners in the US and Canada and dedicates itself to being a customer-focused company providing best-in-class emergency repair plans through leading utility partners and directly to consumers. For more information about HomeServe, a Connecticut Top Workplace winner for 2014, please go to www.homeserveusa.com, follow us on www.twitter.com/homeserveusa and like us on Facebook at www.facebook.com/homeserveusa.