With Great Power Unconventional lessons in customer experience
Nov 11, 2025
Utibe Bassey, Vice President of Customer Experience at Dominion Energy, shares her unique approach to leadership rooted in her upbringing in Nigeria, where power was unreliable. She unveils her motto, 'Love as a KPI,' emphasizing human connection in the workplace. The conversation covers her eye-opening experiences at a fast-food chain that shaped her customer service philosophy, innovations in customer experience amidst the Clean Economy Act, and the challenges of evolving call centers post-COVID. Her insights demonstrate how empathy and teamwork can revolutionize the energy sector.
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Raised Without Reliable Power
- Utibe grew up in Lagos where unreliable electricity and generator use were normal parts of daily life.
- She studied by candle and kerosene lantern and experienced frequent power fluctuations that damaged appliances.
Wendy's Moment Shaped Her Philosophy
- Utibe intervened when a Wendy's manager publicly scolded a coworker and felt compelled to defend her dignity.
- That moment seeded her belief in service to people and influenced her leadership philosophy.
Measure How You Leave People
- Utibe distinguishes metrics that measure feelings about a company (NPS/CSAT) from metrics that measure how the company leaves people.
- She developed 'Love as a KPI' to quantify how people are impacted by interactions with the business.