Episode 248: At Dominion Energy, keeping the lights on isn’t just a priority—it’s the single biggest driver of customer experience.

But as customer expectations continue to evolve, the bar keeps rising. Customers don’t just want to know when their power will be back, they want to know why it is out. And they expect that experience to be as seamless, informed, and intuitive as downloading and using their favorite mobile apps. Meeting those expectations requires transparency, empathy, and a companywide commitment to service.

In this episode, Utibe Bassey, vice president of customer experience, shares how Dominion Energy’s mission-driven culture empowers this commitment, and how the company is harnessing tools like NPS Prism to better understand what customers need and how they perceive the service they receive—especially during critical moments like outages. That feedback helps teams act faster, communicate better, and focus on what really matters to customers.

And it is, truly, a team sport. From operations and audit to communications and compliance, delivering a great experience takes cross-functional alignment and a shared sense of purpose. It’s a culture where colleagues often rotate into different areas to build a greater understanding of the customer experience.

Through data-driven decision making, a customer-centric mission, and an “all in” commitment to serve, Dominion is proving that customer-centricity can be a utility’s greatest source of power.

 Key Topics Covered:

• Communicating clearly about service disruptions
• Aligning teams around the customer journey
• Bridging the gap between customer perception and reality
• NPS Prism as a tool to inspire and inform improvements
• Meeting rising customer expectations in a utility context
• The value of empathy and transparency in customer communications
• Cross-functional teamwork and shared CX goals
• Strengthening a customer-centric culture

Guest: Utibe Bassey, Vice President of Customer Experience, Dominion Energy

Host: Rob Markey, Partner, Bain & Company

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Notable Quotes:

[6:00] “We have a term that we say, ‘all in service,’ because we’re all in service of the customer. We want people, whether they’re front line facing or they’re in audit, supply chain, or ethics, to connect the dots between … even if it’s three or four steps removed, it impacts how customers see our company.”

[13:00] “The main thing our team tries to keep front and center for all of our stakeholders is that we need a shared outcome.”

[32:00] “When you have an organization whose colleagues think about the customer in a way that connects themselves to the customer, even personally, this stuff is like wildfire.”

Additional Resources:

Read Bain & Company’s Case Study with Dominion Energy: How a National Leader Turned CX Ideas into Action with NPS Prism