Customer Experience Modernization Program
Built on Customer Centricity
Turning Signals into Solutions
Utility service providers and telecom providers are under pressure to modernize service, improve trust, and create momentum for new customer-facing initiatives. But when friction persists across channels and frontline teams are absorbing recurring pain points, it becomes difficult to build the foundation required for growth and what comes next. The result is often lower satisfaction, higher service burden, and slower progress on strategic priorities.
Sprosty helps organizations strengthen listening, align teams around the moments that matter most, and turn customer and employee signals into practical operational action. Our approach combines customer-centric strategy, cross-functional activation, and AI-enabled insight to help service providers move faster on the issues that matter most with a combination of our AI tools and unique, engaging approach.
See how one leading energy company turned customer signals into measurable progress.
Trusted by
Leaders Across Energy and Utilities
Trusted by
Leaders Across Telecom
The Challenge
Where Service Providers Struggle
Utilities and telecom providers are rarely lacking commitment to the customer. What they often lack are the listening loops, shared visibility, and operating discipline required to turn signals into consistent action.
From fragmented signals
Customer signals are scattered across channels, teams, and systems.
To shared visibility
Customer and frontline signals are surfaced, synthesized, and made visible across the organization.
From recurring friction
Pain points persist across touchpoints without clear ownership.
To aligned action
Cross-functional teams align around the issues that matter most and where to act first.
From frontline burden
Employees absorb the consequences of broken experiences every day.
To shared accountability
Leaders, service teams, IT, and customer-facing functions work from a common understanding of the problem.
From stalled initiatives
New programs compete with unresolved foundational issues.
To stronger momentum
Organizations build the customer-centered foundation required for modernization, trust, and growth.
For some organizations, the cost shows up in regulatory scrutiny. For others, it shows up in service burden, weaker trust, and slower progress on strategic priorities.
Our Approach
A Practical AI Path to Customer-Centered Transformation
Utilities and telecom providers do not need more surface-level CX tactics. They need a stronger way to hear signals, align around what matters most, and turn insight into coordinated action across service, operations, digital, IT, and leadership.
From siloed functions to customer-centered action.
Before customer experience became mainstream, Dave Sprosty helped lead Best Buy’s customer transformation as COO of Customer Centricity, work later documented in Harvard Business School case studies.
Inside the Program
What's Included
Five modular entry points. One customer-centric modernization program.
Delivered as a full engagement or through targeted components, the program helps organizations strengthen listening, prioritize friction, activate cross-functional change, and adopt AI in practical ways that support measurable progress.
1
Customer Centricity Maturity Assessment
Assess how fully the customer is represented in today’s operating model
What this helps clients do:
Establish a baseline, surface gaps, and create a benchmark that can be revisited over time to demonstrate progress.
2
Voice of the Customer through the Employee (VoCE)
Use AI and frontline insight to surface recurring customer signals and reveal where friction is concentrated.
What this helps clients do:
Build a more continuous listening capability that blends AI-enabled signal detection with frontline validation, ownership, and change activation.
3
Strategic Journey Mapping
Create a systemic, iterative, cross-functional process for defining the customer journey, identifying friction, and aligning teams around the moments that matter most.
What this helps clients do:
Develop a shared view of the experience, clarify pain points, and anchor prioritization over time.
4
Strategic Activation Framework
Translate customer and frontline insights into a roadmap of prioritized initiatives, clear ownership, measurement approaches, and change management support.
What this helps clients do:
Turn signals into action across service, operations, digital, IT, and leadership while making progress visible and measurable.
5
AI Enablement
Adopt AI in practical stages that strengthen listening, prioritization, and frontline enablement.
What this helps clients do:
Build momentum through a crawl-walk-run approach that supports modernization without losing focus on the people and processes driving change.
See it in Action
From Signals to Solutions
See how customer and employee signals are surfaced, translated into shared understanding, and activated through practical tools, journey artifacts and prioritized action.
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