LeadNext

MAY 6 - 8, 2025 | PHOENIX CONVENTION CENTER | PHOENIX, AZ
& APRIL 13 - 17, 2026 | TAMPA CONVENTION CENTER, TAMPA, FL

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:

Billing & Payments
Contact Center
Credit & Collections
Digital Engagement
Disruptors
Field Services
Leadership Development
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 in early March or when all 14 slots are filled. A sponsoring executive may submit a Nomination Form either via online form or download the form and submit it to lcollins@iucx.org. Candidates and sponsors will be notified of program acceptance or denial on or before March 31.

The key to LeadNext’s success is executive commitment. Utilities agree to financially support their participant’s, including:

1. Program fee of $5,500* plus travel expenses for two IUCX Conferences;
2. Travel expenses for two utility site visits; and
3. Worktime to perform Program assignments and attend designated IUCX in-person events, monthly webinars and utility site visits.

*In-Person Events choices are subject to change annually. For 2024-25, participants attend Deep Dives on Tuesday AND Conference. For 2025-26, participants attend Executive Summit and Conference.

* 2 – 3 hours each | ^ 1 full day + travel time

TYPICAL 12 MONTH AGENDA

LeadNext Leadership

Vic Hatridge

LeadNext Coach

Lisa Collins

Education Director

lcollins@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 cadre 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/May (Year One)

In-Person Events

Kick Off Reception
Deep Dives
Conference
Women in Utilities Sunrise Event

Post Conference Assignment

June

Post IUCX Webinar on Key Observations and Lessons Learned*

July

Webinar on Meter-to-Cash Process Overview*

August

Webinar on Billing & Payments*

January

Webinar on Contact Center*

February

Utility Site Visit^

March

Webinar on Strategies & Analytics, Disruptors and Leadership Development*

April/May (Year Two)

IUCX In Person Events

Kick Off Reception
Executive Summit
Conference
Women in Utilities Sunrise Event

September