{"version":1,"type":"rich","provider_name":"Libsyn","provider_url":"https:\/\/www.libsyn.com","height":90,"width":600,"title":"Powering 7.5 Million Customer Relationships: How NRG is Redefining Energy Experience","description":"How do you lead customer experience in an industry most people overlook? This week on The Modern Customer Podcast, Suzie Dieth, Chief Experience Officer at NRG, shares how her team is reshaping the way 7.5 million customers experience energy. She explains how NRG blends smart home tech, AI, and cross-functional teamwork to create personalized, proactive experiences that build trust, even in a space customers rarely think about. Key topics in this episode: &amp;nbsp;\u2705 Making customer experience visible in a behind-the-scenes industry &amp;nbsp;\u2705 A hub-and-spoke model for company-wide CX ownership &amp;nbsp;\u2705 Using AI to support agents and solve complex issues&amp;nbsp; &amp;nbsp;\u2705 Leading cultural transformation post-acquisition&amp;nbsp; \ud83c\udfa7 If you\u2019re building CX in essential services, utilities, or complex industries, this episode is packed with insight and inspiration. This episode is sponsored by SCAYLE, the flexible and scalable eCommerce platform built to grow enterprise brands pain-free.&amp;nbsp; Visit www.scayle.com to learn more   Blake Morgan&amp;nbsp;is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today\u2019s Customer. Follow Blake Morgan on&amp;nbsp;LinkedIn For regular updates on customer experience,&amp;nbsp;sign up for her weekly newsletter here.&amp;nbsp; ","author_name":"The Modern Customer Podcast","author_url":"https:\/\/www.blakemichellemorgan.com\/the-modern-customer-podcast\/","html":"<iframe title=\"Libsyn Player\" style=\"border: none\" src=\"\/\/html5-player.libsyn.com\/embed\/episode\/id\/36635270\/height\/90\/theme\/custom\/thumbnail\/yes\/direction\/forward\/render-playlist\/no\/custom-color\/88AA3C\/\" height=\"90\" width=\"600\" scrolling=\"no\"  allowfullscreen webkitallowfullscreen mozallowfullscreen oallowfullscreen msallowfullscreen><\/iframe>","thumbnail_url":"https:\/\/assets.libsyn.com\/secure\/content\/188559735"}