Intelligent Customer Experience
The operating model that changes how regulated organizations listen, align, and act around the customer.
Turning Signals into Solutions
Built on Sprosty’s customer centricity framework and over 500 years of combined operator experience inside utilities, telecom, and retail, this program gives leadership teams the listening capability, journey discipline, and activation structure to turn customer and employee signals into measurable progress. Side-by-side with the teams doing the work not handing off a strategy and leaving.
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 a listening system that surfaces what is really happening
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 around the moments that matter most
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 activation with clear ownership and measurable progress
Organizations build the customer-centered foundation required for modernization, trust, and growth.
Our Approach
A Practical Path to Intelligent Customer Experience
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.
Dave Sprosty built and ran customer centricity at Best Buy — first as founder and CEO of Best Buy Mobile, then as the executive who led the broader customer centricity operating model across the enterprise. That work became a Harvard Business School case study. Sprosty Network brings the same operator discipline to regulated industries: not advisory hand-offs, but embedded execution alongside the teams doing the work.
Inside the Program
What's Included
Five modular entry points. One intelligent customer experience 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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