Energy is one of the few services people rely on daily but rarely think about until the bill spikes or the power goes out.
In this episode of The Modern Customer Podcast, Suzie Dieth, Chief Experience Officer at NRG, shares how the company is transforming customer experience in the energy sector by combining energy services with smart home technology to deliver more relevant, proactive experiences.
She explains how she led a company-wide transformation following NRG’s acquisition of Vivint. The merger brought together two very different models—one focused on smart home products, the other on utility services. Suzie uses a collaborative, insight-driven approach that puts people at the center of innovation.
Her team applies a hub-and-spoke model to partner with departments across the organization. Together, they share insights and co-own the customer experience using real-time feedback from both customers and employees.
Suzie also discusses how NRG uses AI to reduce friction, empower agents, and improve outcomes while preserving human connection. Her insights are especially valuable for leaders trying to drive loyalty in invisible or commoditized industries.
Key topics in this episode:
- Making customer experience visible in a behind-the-scenes industry
- Using AI to elevate customer and employee experience
- How NRG applies the hub-and-spoke CX model
- Lessons from merging cultures post-acquisition
Tune in to discover how Suzie Dieth is redefining what great service looks like, even when customers aren’t looking.
This episode is sponsored by Scayle, the flexible and scalable eCommerce platform built to grow enterprise brands pain-free.
Listen to the episode on Apple Podcasts, Spotify or your favorite podcast platform.
Blake Morgan was called “The Queen of CX” by Meta. She is a customer experience futurist and author of three books on customer experience. Don’t miss her new book, “The Eight Laws of Customer-Focused Leadership.” To learn more visit www.8CXLaws.com.
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