EMC24 Key Takeaways: Modernizing Retail Energy Platforms to Drive Growth and Efficiency

Posted by Stephanie Baldwin

One of the most discussed trends at EMC24 was how legacy systems are limiting an organization’s ability to operate efficiently, deliver transparent billing, and deeply engage customers — particularly as energy markets evolve and regulatory requirements become more complex. Many retailers acknowledged they’re grappling with operational inefficiencies, high cost-to-serve, and settlement challenges, yet are cautious about switching due to sunk costs.

Forward-looking organizations, however, recognize that modernization is a strategic imperative that directly impacts operational performance and the bottom line.

Why Retail Energy Providers Are Rethinking Their Platforms

During the conference, a common theme emerged: many retailers have invested heavily in existing technology platforms, yet these systems often fall short of current market needs. From manual exception management to siloed data and limited digital engagement, legacy platforms can create hidden costs that slow operations and reduce customer satisfaction.

Retail executive teams are beginning to view platform modernization not as a reactive choice but as a strategic opportunity. Modern, modular systems enable retailers to:

• Lower cost to serve
• Automate processes and reduce errors
• Improve customer engagement and retention
• Enter new markets quickly
• Make data-driven decisions using integrated analytics

Conference speakers highlighted the importance of balancing the perceived risk of switching with the opportunity cost of staying on outdated platforms. Many shared stories of teams hesitant to migrate because of prior investments—but found that phased, modular adoption reduced disruption while delivering tangible benefits.

The Opportunity for Modernization

The energy market is evolving rapidly. Retailers face increasing regulatory requirements, growing customer expectations, and a need to scale operations efficiently. Legacy systems often struggle to keep pace with these demands, creating both operational and competitive risks.

For example, one retailer shared how limited engagement tools made it difficult to proactively communicate with customers, leading to slower response times and higher churn. Another discussed how manual exception workflows increased operational costs and delayed market expansion.

IDC’s 2024 MarketScape for CIS & Billing cited the importance of reducing cost-to-serve via process automation and advanced analytics. For executive leaders, the message is clear: operational efficiency, visibility, and automation are no longer “nice to have;” they are critical levers for financial and operational performance.

Q&A: Addressing the Top Concerns from EMC24 Attendees

Modernization naturally raises questions about risk, cost, and operational impact. Here’s are the some of the top discussions from at EMC24:

Q: How can retailers reduce operational risk when switching platforms?
A: ESG is a trusted partner with industry experts who have developed a methodology that includes data replication, testing, and adoption support to ensure a smooth transition. Our experience has shown a phased, modular approach that allows retailers to migrate components gradually, minimizing downtime and disruption.

Q: What strategies help teams overcome sunk cost concerns?
A: Switching doesn’t have to be seen as undoing prior investments. Framing migration as an opportunity to reduce cost-to-serve is key. Automation, error reduction, and process standardization lower operational overhead, freeing teams to focus on long-term value instead of day-to-day inefficiencies.

Q: How can a modern platform improve customer engagement?
A: Event-driven communications, self-service portals, and personalized interactions enhance satisfaction and reduce churn — directly impacting revenue and long-term profitability.

Q: What measurable benefits can retailers expect from modernization?
A: Retailers often see reductions in billing exceptions, faster transaction processing, improved customer retention, and increased agility in entering new markets—all within the first 30 days of phased adoption.

Q: How do modular platforms support regulatory compliance and market agility?
A: Modular, cloud-native systems allow retailers to quickly implement changes in response to evolving regulations. APIs and integrations simplify compliance workflows, while scalable architectures support rapid expansion into new markets.

The Strategic Opportunity for Modernization

The discussions at EMC24 highlighted a clear message: staying on legacy platforms carries hidden operational and financial costs. Modernization is no longer a technical decision—it’s a strategic lever to reduce cost-to-serve, optimize resources, improve customer experience, and strengthen settlement processes.

Switching to a modern, modular platform like ESG Titanium allows retailers to act decisively, reduce risk, and unlock measurable operational gains. As IDC noted, reducing cost-to-serve through automation and analytics is no longer optional. Organizations that streamline billing, settlements, and operational workflows gain measurable financial and operational efficiency.