Customer experience (CX) strategies must transform with their organizations. For Suzie Dieth, vice president of customer experience and insights at NRG, transformation is about redefining CX to align with the company’s growth as a smart-home energy provider.

In this installment of our CX executive series, Suzie shares her vision for 2025 and beyond, highlighting how NRG is harnessing AI and agile research to deliver personalized and proactive experiences at scale. She also emphasizes the critical role of employee experience and offers insights into the key drivers behind her success.

Suzie, thank you for sharing your wisdom!


Suzie Dieth, NRG

Suzie’s Vision For 2025 And Beyond

What are your top CX priorities for 2025? How have you established the link between CX initiatives and broader organizational objectives?

One of our top priorities for 2025 is redefining what customer experience means for our organization based on how we’ve evolved. We’re no longer only an energy company. We’ve grown into a smart-home energy company, delivering solutions that combine personalized energy insights with connected home technology. This shift allows us to provide customers with more control, convenience, and confidence in managing their homes.

As the CX and insights team, we have more insights, tools, and capabilities than ever before, and we’re putting them to work in ways that really make a difference. Our CX efforts are driving outcomes that matter — including stronger customer relationships, better business performance, and a deeper alignment with NRG’s commitment to smart, customer-focused solutions. The connection between experience and growth has never been clearer.

What CX capabilities have you invested and divested in for 2025?

One of the most exciting parts of our work right now is how quickly we’re turning insights into action. By continuously investing in capabilities that help us better understand our customers, we’re now responding to their needs faster and more precisely. This includes customized AI tools that let us analyze data more efficiently and shift from reacting to insights after the fact to making proactive improvements in near real time. One example of this is the transitioned customer onboarding initiative, where we transformed the way customers engage with our brands, creating stronger relationships and long-term loyalty with a key customer segment.

We’re also embracing agile research methods that bring us closer to our customers. This gives us the flexibility to explore changing behaviors and preferences more quickly and to test and learn alongside our customers as we develop new solutions. This approach has been particularly useful as NRG has expanded beyond energy into the smart-home space.

Further, we’ve increased our focus on employee experience and development. We know that engaged employees are key to delivering exceptional customer outcomes. By giving teams across the organization the right training, tools, and support, we’re building a culture where everyone feels connected to delivering a great experience.

What has made you personally successful as a CX leader? What resources (e.g., books, events, networks, training) would you recommend to other CX leaders?

The biggest driver of my success as a CX leader has been the people. I’ve been fortunate to be surrounded by people who not only support me but also challenge me. From an executive leader who gave me the opportunity to design and build our CX program to a colleague who challenged me from day one on why the work mattered, it is people like this who have inspired and encouraged me to continue on the journey — relentlessly focused on creating positive customer experiences.

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