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First LeadNext Site Visit: Liberty Utilities in Londonderry, NH

Writer's picture: IUCX PublishingIUCX Publishing

Updated: Oct 28, 2024

LeadNext Application Season Invites You! Don't Miss out on the next site visit!


Fall temperatures and seasonal color greeted the LeadNext Class of 2024-25 for their first site visit to Liberty Utilities in Londonderry, New Hampshire on Friday, October 4. A full day of briefings was their next greeting when a team of Liberty staff and leadership delivered this agenda:

  • Safety and Customer Moments, Purpose of the Day and Welcome

  • Liberty Overview from Chief Transformation Officer Sarah MacDonald

  • Planning for the Customer, including engagement strategies, key drivers, demands and what’s changing, customer debt profile and this utility’s adoption of SAP

  • Tour of their Contact Centre, Dispatch and Control Rooms

  • Fireside Chat with Lauren Preston, VP, Customer Care

  • Leadership Spotlight with Vince Gaeto, Pres, Eastern Region and Jody Allison, VP, Supply Chain & Procurement

  • Lunch and breaks with opportunities for networking and Q&A

LeadNext is a year-long development partnership program between IUCX and utilities to advance training for high-potential supervisors/managers. Annual IUCX Conferences bookend the start and completion of each year’s program. Fueled by strong coach-participant relationships, LeadNext’s curricula focuses on meter-to-cash processes, key customer programs, enhancing the CX plus interpersonal awareness and growth. Participants engage in monthly webinars, book reviews and time spent sharing and comparing their operations/programs/services with others.


The 2025-26 LeadNext application season opened last summer and closes 3/3/25 or when all 14 slots are filled. Interested? Visit LeadNext to find and complete the Program application or connect with Lisa Collins at 903-821-8675.

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