Suzie DiethDirector of Customer Experience
Reliant Energy, an NRG company
Suzie Dieth is responsible for the vision and strategy of Reliant’s Residential and Small Business Customer Experience (CX) program. She has more than 20 years of experience in CX, marketing and communications. During the past twelve years, she has worked in the electric utility industry designing and implementing CX programs. Her initial focus was within the contact center, including phone, chat and email interactions to reduce customer effort and increase sales among the company’s 800 call center representatives. In the past five years, her CX role expanded beyond the contact center to engage 2,500 employees across all departments, from executives to front-line staff. Her work has been published in the Harvard Business Review and The Effortless Experience by Matthew Dixon, Nick Toman and Rick DeLisi. Suzie is a Net Promoter Certified Associate and a Certified Customer Experience Professional (CCXP). Suzie holds a Masters in Business Administration from the University of New Orleans and a Bachelor of Science in Marketing from Louisiana State University.