• 8:00 - 9:00 Registration
• 10:15 - 10:45 Break and Exhibits
• 12:00 - 13:30 Lunch
• 15:30 - 16:00 Break and Exhibits
• 17:15 - 18:30 Cocktail Reception & Exhibition

Keynote: Will E-Business Make Energy "E-fficient"?
Rick Nicholson, META Group

Just when energy executives thought they understood how deregulation, competition, and regulatory reform would alter their business and technology landscape, along came the momentous challenges and potential of the digital economy. The advent of the Internet and e-business have ushered in crucial new imperatives to become more customer-centric, increase commerce chain effectiveness, redefine enterprise architecture, deploy updated infrastructure, and achieve operations excellence. This presentation will cover:

• Analysing the impact of e-business on today's energy industry
• Leveraging e-business for competitive advantage during the next two to three years
• Predicting and preparing for a dramatically different future with energy e-business

Customer Relationship Management: Completing the Circuit
Karen Edge, META Group

The critical role of customer relationship management (CRM) technology in transitioning the energy industry from a product- to a customer-centred business model is gaining recognition. However, determining what constitutes a complete CRM solution and how to apply it most effectively within the energy value chain remains confusing. Clarification will rely on the IT organisation's ability to implement an adaptable structure that integrates CRM components to facilitate multiple circuits of energy business. This presentation will explore the technology/ business issues surrounding CRM, including:

• Understanding and applying the CRM categories - full, basic, and lite - suited for each business segment
• Analysing the current state of CRM and projecting its future in the energy industry
• Evaluating the position of CRM technology providers relative to business strategy

Case Study: E-Business Strategy in action
Tony Reeder, Nova Scotia Power, Doug Houseman, Cap Gemini Ernst & Young

E-Business initiatives do not drive the business strategy of energy companies. They power it, bringing new capabilities, new operating models, new alliances and new perspectives into the organisation, in a way that helps create recognisable business value for all stakeholders.  This case study will explore effective E-Strategy creation and offer a comprehensive set of best practices and tools to help you put your E-Business strategy into action.  A Canadian energy company that quickly embraced the Internet is Nova Scotia Power Inc., and you will be given the opportunity to learn from their experiences in implementing E-Business strategy.

Case Study: from call centre to interactive contact centre
Jennifer Krabbenhoeft, Convergent Group

US-based Cinergy Corporation, which serves 1.4 million electric and 478,000 gas customers in Ohio, Indiana and Kentucky, is using the Internet to extend high tech/high touch self-service to its customers.  This case study will explore how this company is using customer relationship management (CRM) technologies such as e-contracts and blended media to target energy consumers in a deregulated environment.  It will also look at marketing and selling to commercial and industrial energy customers using CRM and customisation of energy services.

Heating Up Energy supply chains
Rick Nicholson and Terry Ray, META Group

The "buy-side" of energy e-business represents a significant opportunity for generation, transmission and distribution companies that must efficiently procure and manage large amounts of capital assets.  Successful strategies for e-procurement must take into consideration the differences between direct and indirect materials, and the importance of integration among e-procurement applications, ERP systems, best-of-breed applications and legacy systems.  Additionally, energy companies must make critical decisions about whether or not to participate in procurement net markets, which markets to participate in, and what role they should play. This session will provide:

• Assistance in defining a methodology for strategic procurement
• Assessments of the leading e-procurement vendors
• Positioning of the evolving net markets

Quotes from previous delegates to this conference

"I came to the conference with a set of specific questions, all at which  I found answers to.  This conference was one of the best I've ever attended."

"This was my first META event. My expectation was to delve deeper into the topics presented. To have unique POV as a take-away. But you didn't miss any topics. Best organised. Best run conference ever attended. Thank you for your attention to detail."

"Conference met expectations. Networking opportunities great. A lot of value added to learning experience.  Well organised and appropriate content."

"The conference touched on all the major points that I wanted to hear about. Very comprehensive.  Very solid conference.  Validated a lot of the strategies that we have in place or are contemplating."

"Excellent understanding of the unique aspects of our industry.  This is what differentiates META from most of their