From Transition to Transformation: How to Successfully Implement a Modern Utility CX Program
Transitioning a Customer Experience (CX) program, especially one tied to critical tracking and performance metrics, can be a high-stakes endeavor. In this panel discussion, Duquesne Light Company and Bellomy will share a candid look at how they planned and implemented a major CX program transition, turning a complex change into an opportunity to strengthen how customer feedback is collected, connected, and used across the organization.
Blending practical lessons with a modern CX perspective, this session will explore how Duquesne Light Company evolved from a siloed approach to a unified, insight-driven program spanning customer satisfaction research, transactional feedback, and customer panels. Panelists will discuss how to maintain continuity of trending, align stakeholders, and establish a centralized approach to customer insights.
Moderator:
- Justin Bailey, VP, Strategy, Bellomy
Since joining Bellomy in 2014, Justin has leveraged over 20 years of experience to help clients achieve their objectives across industries like banking, insurance, fintech, and CPG. He currently serves as a VP on the strategy team.Justin works alongside the research, analytics, and technology teams to help create robust solutions, including complex CX programs for utilities. His primary strength lies in his ability to listen and translate client needs into actionable goals, regardless of the challenge.
Panelists:
- Greg Fratangelo, Customer Insights Manager, Duquesne Light Company
With more than 15 years of experience in customer experience, insights, and analytics, Greg leads customer insights programs at Duquesne Light Company, helping the organization better understand customer needs and turn feedback into action. He partners across the business to support Voice of the Customer, research, segmentation, and journey mapping efforts that inform strategy and strengthen a customer-centric culture. Greg enjoys understanding the people behind the data and translating their needs, behaviors, and experiences into insights that help teams make better decisions and create meaningful improvements.
- Katie Alexander, Senior Research Manager, Bellomy
Since joining Bellomy in 2021, Katie has helped clients better understand their customers through customer experience (CX) programs, online panels and communities, and strategic research initiatives such as segmentation and brand health studies. She currently serves as a Senior Research Manager, partnering with clients across the utility and grocery industries. Katie works closely with research, analytics, and strategy teams to design and execute insights programs that bring the customer voice into business decision-making. Passionate about bridging the gap between data and decision-making, Katie enjoys uncovering the stories behind the research and translating insights into practical recommendations that create meaningful impact.
- Todd Jordan, SVP, Strategy, Bellomy
With 30 years of consumer insight experience, Todd leads Bellomy’s Strategy team, where he specializes in solving complex research challenges for major accounts. He leads Bellomy’s Strategy team and oversees design for major accounts across dozens of categories, often consulting on complex research challenges. A Michigan State graduate, Todd’s career includes foundational work at Wirthlin Worldwide and M/A/R/C Research, building a robust background in sector-specific consumer behavior. For over a decade at Bellomy, he has focused on blending analytical acumen with strategic foresight to help organizations translate technical data into actionable excellence.
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