The Integration of Customer,Smart Grid, and Operations

Michael Gersack, VP Innovation & Transformation Office11.12.19

Xcel Energy

2

Nationally recognized leader:• Wind energy• Energy efficiency• Carbon emissions reductions• Innovative technology• Storm restoration

Serving eight states• 3.6 million electric customers• 2 million natural gas customers• 11,000+ employees

Enhance the Customer Experience

Lead the Clean Energy Transition Keep Bills Low

We will be the preferred and trustedprovider of the energy our customers need.

VISION MISSIONWe provide our customers the safe, clean, reliable energy services they want and valueat a competitive price.

STRATEGIC PRIORITIES

VALUES Connected Committed Safe Trustworthy

Xcel EnergyDirection and Strategy

• 100% carbon-free electricity by 2050

• On track to cut carbon emissions 80% by 2030

• Estimate 60% renewable energy by 2030

Xcel EnergyStrategic Priorities

Lead the Clean Energy Transition Keep Bills LowEnhance the

Customer Experience

• Know our customers’ needs and interests

• Make it easy to do business with us

• Deliver meaningful products, services and experiences

• Bills below national average

• Low-cost renewables• Extensive customer efficiency programs

0

1,000

2,000

3,000

4,000

5,000

6,000

2014 2015 2016 2017 2018 2019

Total Customers

Opportunities to Evolve

0%

5%

10%

15%

20%

2014 2015 2016 2017 2018 2019

Residential

C&I

$-

$1

$2

$3

$4

$5

$6

$7

0

10,000

20,000

30,000

40,000

50,000

TotalCustomersCost of Solar

Customer BehaviorLikelihood to Switch

Generation DisruptionOnsite Solar

50k

40k

30k

20k

10k

6k

5k

4k

3k

2k

1k

Software DisruptionArcadia Power

5

Customer Experience Vision

6https://www.youtube.com/watch?reload=9&v=HoQoHFdF7kc&feature=youtu.be

Personalization & Preference

Core Systems

Tools and Enablement

Digital Channels

Data Aggregation & Distribution CustomerData

Meter Data

Transformation FrameworkAligning People, Process, and Technology

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Speed and excellence – Agile – Development– People

Tools and Enablement

Who does it well– American Airlines– Disney– Verizon– Uber

14

915

Core Systems

Redesigning a key moment that matters…

14

91

2

1

23

5

6

7

Core Systems

1

1

5

4

1414

13

11

12

8

15

9

10

1

Redesigning a key moment that matters…

80,000 customersX 15 integration

pointsX 3 updates

3,600,000 integration points

Data Aggregation & Distribution CustomerData

Meter Data

Personalization & Preference

Data Hub(Foundational Data Fabric)

Core Systems

Meter Data

CustomerData

AMI CRS

Tailored, optimized data access, pipelines

Data pipelines

Prepare · Aggregate · Cleanse · Enrich · Distribute

Starting Q1 2020

Q1 2020

Personalization & Preference

Connect 360° customer view

Develop relevant offers

Advise via proactive monitoring

Deepen customer relationships

The glue which allows us to…

Starting Q1 2020

Meet customers where they are…

Digital Channels

Chat, VoiceNotificationsMobile AppWebsite

Starting Q2 2020

Extended Edge

Processor

MeteringNetwork Interface

Card

ADMSHigh Sample Rate (~1M times/sec)

Safety & Protection

Protecting homes and devices

Insights

Information to improve energy usage habits

Smart Controls

Seamless and automatic energy efficiency

Smart Transactions

Seamless billing and monetization opportunities

Grid BenefitsSafer and more

efficient grid

Customer Information

Targeted customer service

Data AccessAnonymized data

for 3rd parties

Value of Edge Computing For discussion purposes only

Distributed Intelligence Opportunities

Xcel Energy Confidential

Delivering Value

15

Efficiency Customer Satisfaction Growth

Employee

Satisfaction

16

At Xcel Energy, we are not waiting for the future, we are busy building it.