LeadNext
What Distinguishes LeadNext as a Development Program?
Bookended by IUCX in-person events at year one and year two, this 12-month development program is a partnership between IUCX and utility customer service executives who desire training for their high-potential supervisors and managers. The program is grounded on solid coaching relationships between participants and seasoned utility professionals. It utilizes the IUCX Education Pillars as a key curricula component. LeadNext promotes personal self-awareness and growth. Monthly webinars and utility site visits punctuate its year-long agenda.
PROGRAM OPPORTUNITIES
Up to 14 participants dive into meter-to-cash processes and critical aspects of utility customer service operations:
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Billing & Payments
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Contact Center
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Credit & Collections
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Digital Engagement
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Disruptors
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Field Services
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Leadership Development
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Strategies & Analytics
Participants acquire deeper knowledge and broader understanding of all aspects of the CX lifecycle. At IUCX Executive Summit, they launch and develop meaningful relationships with C-level utility execs. The class learns best practices and strategies from utilities who host site visits. LeadNext prepares the next generation to become utility leaders.
NOMINATIONS
Program nominations open in September and close February 27, 2026. A sponsoring executive may submit an online Nomination Form. Candidates and sponsors will be notified of program acceptance or denial within five business days.
The key to LeadNext’s success is executive commitment.
Utilities agree to financially support their participant’s, including:
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Program fee of $5,500 plus travel expenses for two IUCX Conferences;
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Travel expenses for two utility site visits; and
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Worktime to perform Program assignments and attend designated IUCX in-person events, monthly webinars and utility site visits.
2026 AGENDA | Below is an outline of what participants can expect for the year.
LeadNext Leadership
Vic Hatridge
LeadNext Coach
Madeline Robertson
Program Manager
mrobertson@iucx.org | 903-893-3214
With a nearly ten-year track record, LeadNext enjoys a solid reputation as a coveted utility customer service leadership development program. Venue executive Vic Hatridge (Nashville Electric Services, retired) and a small cohort of dedicated coaches plan, deliver, and nurture participants individually and as a team. Graduates typically see their utility careers ascend and grow because of their own investment and these leaders’ year-long commitment.
April 2026
In-Person Events
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Kick Off Reception
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Deep Dives
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Conference
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Women in Utilities Sunrise Event
Post Conference Assignment
June
Webinar on Meter-to-Cash Process Overview*
July
Webinar on Billing*
August
Webinar on Payments*
January
Webinar on Mentorship Process*
February
Webinar on Digital Engagement*
March
Utility Site Visit^
May 2027
IUCX In-Person Events
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Kick Off Reception
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Executive Summit & Graduation Ceremony
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Conference
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Women in Utilities Sunrise Event
Notes: * 2 – 3 hours each | ^ 1 full day + travel time | Webinar Sessions and Site Visits are subject to change.
September
Webinar on Mentorship Share*
October
Webinar on Credit & Collections*
November
Webinar on Field Services*
December
Webinar on Contact Center*