Reflections from the Energy Retail Excellence 2024 Conference, Australia
I recently had the pleasure of attending the Energy Retail Excellence conference, an intimate and impactful event hosted by Quest Events in Melbourne, Australia. The conference provided a fantastic platform for meaningful discussions and rich insights into the evolving energy retail landscape. The learnings were many, and too valuable to keep confined to the people in the room, inspiring me to share this brief article.
A 2025 Perspective
The energy retail sector is undergoing rapid transformation, fueled by technological innovation, shifting consumer expectations, and the global push for decarbonisation. Amidst these sweeping changes, several key focus areas emerged prominently in both speaker sessions and networking discussions. Taking an analytical lens, I explored these trends and examined how Hansen Digital Suite provides a comprehensive response to the critical challenges reshaping the industry.
- Consumer Energy Resources (CER): As energy retailers grapple with the complexities of monetising distributed energy solutions, like solar panels, batteries, and EV chargers, the demand for sophisticated CER tools is growing. However, not all solutions are created equal. The tools that stand out are those capable of addressing the operational and strategic nuances of this market, providing retailers with the functionality and insights they need to succeed.
- Conversational & Generative AI: The evolution from basic chatbots to advanced conversational and generative AI tools marks a paradigm shift in customer service and compliance. Sector-specific and regulation-aware solutions are paving the way for transformative results, offering unprecedented capabilities in personalisation and operational efficiency. For those keen to explore how this is reshaping the industry, there’s much to discuss.
- Digital Apps and Web Portals: Digital interfaces have become non-negotiable for modern consumers who demand seamless, empowering interactions with their energy providers. The distinction between functional and truly engaging digital tools cannot be overstated. The best solutions redefine user experience, setting a high bar for the industry.
- Process Automation: While automation has been a recurring theme for years, its implementation in retail energy operations is reaching new heights. The focus is now on driving substantial efficiency gains across processes. Advanced automation tools demonstrate the potential to deliver transformative operational value, streamlining workflows and reducing costs.
- Data & Analytics: Data-driven insights have become the cornerstone of strategic decision-making in energy retail. As providers look to optimise performance and stay ahead of the curve, analytics platforms that are both powerful and actionable are indispensable. The ability to transform raw data into strategic value is increasingly a competitive differentiator.
- Guided Selling: Navigating the growing complexity of energy choices presents significant challenges for both consumers and customer service representatives (CSRs). Guided selling solutions that streamline decision-making, ensure compliance and enhance user understanding are game changers. These tools empower both CSRs and consumers to make informed, confident decisions.
As the energy retail sector embraces innovation, I am filled with both pride and excitement about the value that Hansen can drive for our partners. Whether it’s enabling prosumer engagement, leveraging AI, or delivering cutting-edge analytics, our solutions are designed to meet today’s challenges and anticipate tomorrow’s opportunities.
Here’s to an electrifying 2025
By Nick Nikolitsis, APAC Product Director, Energy
