Next-Gen VoC: Why This DISTRIBUTECH Panel Is a Must-Attend

As utilities continue to navigate rising customer expectations, increasing complexity, and rapid digital transformation, one capability is becoming more critical than ever: the ability to truly listen to, understand, and act on the Voice of the Customer.

That’s why one of the must-attend sessions at DISTRIBUTECH 2026 is “Next-Gen VoC for Utility CX Excellence,” moderated by Chris Hilborn, President of Advisory Services at the Utility 2030 Leadership Collaborative.

This session brings together a strong lineup of Customer Executives, including:

• Andrea Blomquist, Senior Energy Services Account Manager, Roseville Electric Utilities

• Brandy Bolden, Chief Customer Officer, SMUD

• Jody Allison, Vice President, Customer Experience Operations & Transformation, Xcel Energy

  
  

Together, these leaders will explore how utilities are evolving beyond traditional, siloed feedback programs toward more integrated, enterprise-wide Voice of the Customer (VoC) strategies.

Today’s most effective VoC programs are no longer just about surveys or isolated feedback loops. They are about building customer-centric cultures, aligning governance models across the organization, and embedding customer insight into decision-making across operations, IT, HR, and finance. This panel will dive into how leading utilities are making that shift—it offers a practical, candid look at what next-generation VoC looks like in action including and how utilities can move from fragmented feedback efforts to cohesive, high-impact customer experience strategies.

Attendees will hear real-world examples of how utilities are:

• Breaking down internal silos around customer data

• Connecting VoC insights across departments and platforms

• Turning feedback into actionable, enterprise-level CX improvements

• Building organizational alignment around customer outcomes

  
  

As customer expectations continue to rise and the industry faces increasing pressure around affordability, reliability, and trust, the ability to operationalize customer insight is quickly becoming a strategic differentiator.