Meet the People Who Bring It to Life.

Over my years at E.ON, I attended many of your customer immersion sessions. While I took away many interesting points that then led me to do things differently at work and challenge existing processes - the main thing I remember is you.

Your energy, enthusiasm and warmth made everyone feel so at ease and comfortable. I felt empowered as an employee to have meaningful conversations with customers, the customers felt welcomed and relaxed which really made them open up about what had been happening.

I genuinely believe we wouldn't have the same outcomes on the day if it wasn't for you.

There used to be a sign on the wall in a Trinity training room that said people won't remember exactly what you said, but they remember how you made them feel, and how you made everyone at every single immersion sessions feel is a perfect example of that.

Hi Sue, I've hosted a table at one of your immersion sessions in Nottingham.

I found it an engaging experience to have these informal conversations with (potential) customers about their personal perspectives and experiences.

And the ease with which you led these large events was truly impressive!

I particularly remember coming to one of your immersion sessions with people using district heating systems to heat their homes.

As a regulator, the session was really important, giving me insights into real life views and issues that we had not heard before.

It really helped me develop a better understanding of an area we were starting to develop a role in.

Some of the most valuable learning comes from getting out of the meeting room and listening directly to customers.

Immersion sessions provide unfiltered insight into what really matters to them, helping us challenge assumptions, identify opportunities and ultimately design better solutions.

They're a powerful reminder that every decision we make should start with understanding the customer experience.

Sue led the Customer Immersion programme for E.ON UK and it became a core part of my customer strategy.

We were running a major, complex, highly regulated business serving millions of customers. We had the data, NPS, complaints, operational performance, customer pain points, call listening and dashboards and, like most leadership teams, we believed we understood our customers.

Customer Immersion showed us the difference between knowing about customers and truly understanding them.

What made Sue’s approach so powerful was that she stripped everything back. No hierarchy. No titles. No name badges. Customers had no idea whether they were sitting next to someone from the frontline or one of the most senior leaders in the business.

We were simply people, sitting with people, listening.

And that changed everything.

Customers spoke without filtering what they thought we wanted to hear. They told us what it genuinely felt like to be our customer, where we made life easier, where we caused frustration and, sometimes, the very real impact our decisions had on their lives.

Sue also created an environment where my leadership team could take the corporate armour off and really listen. Not defend. Not explain. Just listen and understand. That trust became even more important when we brought the regulator into some of those sessions.

Some of the customers I met I can still remember today. Their stories stayed with me long after the dashboards and monthly reports had moved on.

This was never a peripheral CX initiative. Customer Immersion sat at the heart of our leadership agenda and became a powerful catalyst for transformation. It created a shared understanding across my leadership team and influenced the decisions and changes that helped take us to an award-winning business.

Sue was central to that. She didn’t just bring customers into a room. She created the conditions for us to hear them differently.

For me, that is the power of Customer Immersion.

I definitely attended a few immersion sessions that you organised over the years, Sue Moore - mostly when I was working as a CX Insight Manager.

Think the best bit was being able to hear not just our company’s pain points, but the impact that they had on customers’ lives, what the knock on effects were - something easily overlooked.

Also, the comparisons that customers made to other processes, interactions they had with similar / different types of businesses.

I’ve known and worked with Sue for over 20 years, and throughout my leadership career she was the person I repeatedly turned to when I wanted my teams and me to get closer to our customers.

Sue led customer immersion for me across several different businesses, from large events involving more than 100 people and virtual sessions, through to small roundtables with a dozen customers.

She also managed a community of thousands of customers who had volunteered to share their views with us, giving us a fantastic way to quickly test ideas, get feedback and involve customers in our experimental test-and-learn approach to change.

We brought customers directly into the business on many occasions too - for example, to help us design customer communications they would understand and actually want to read.

We even asked customers to walk around our offices and look at our internal performance boards. The test was simple: could a customer understand how we talked about them and their experience, or had we disappeared into corporate jargon and acronyms?

What makes Sue exceptional is that she is obsessively customer-focused, but she also understands how to turn customer insight into action.

She knows how to create the right environment for honest conversations, get beneath the surface of what customers are saying and then challenge leaders and teams to do something meaningful with what they have heard.

She is equally comfortable working with senior executives, frontline colleagues or customers.

For anyone who might be nervous about taking part in an immersion session, Sue has an incredible ability to put them at ease through a combination of empathy, support, energy and fun.

Sue introduced me to customer immersion many years ago, and it became something I carried with me throughout my leadership career.

I repeatedly asked her to work with my teams, challenge us and make sure we never became complacent about our customer experience.

I believe everyone in an organisation, leaders and colleagues alike, should regularly spend time with their customers, hear their experiences first-hand and be prepared to be challenged by what they hear.

If you genuinely want to build a more customer-obsessed organisation rather than simply talk about being one, I couldn’t recommend Sue more highly.

I remember the customer immersion sessions years ago at E.ON very well. Great driver for change towards a truly customer centric Organisation.

All the best with your next steps.

Sue, I absolutely loved the many customer immersion sessions that I had the pleasure to attend a few years back at E.ON.

With customers at the heart of our thinking and propositions these sessions were key to provide the genuine insight that you can only gain from personally listening, interacting and talking to customers.

I still remember the energy, thought and organisation that you personally brought to the sessions to make each and every one of them so impactful.

Please let me know if I can help in anyway.

I can’t overstate the profound impact of looking into the whites of a customer’s eyes while they recount how the organisation that you represent has affected them personally.

So many business decisions are made with scale in mind - what seems right for your volume of customers - but just ONE customer can bring home whether those decisions, actions or processes seem fair and right to them.

Immersion is an amazing and powerful indicator of customer satisfaction and an enabler for driving process improvement.

Sue led various customer immersion sessions that I attended, from more generic customers to others which were more specific focusing on a difficulty in our service provision.

In all cases they had clear goals and were well managed with Sue ensuring that we, and the customers, got the most out of it - ensuring that the customers voice was heard.

Those which focused on poor performance were tough but so well managed - the customers message was truly heard, we were held to account and the sessions were very constructive.

The more difficult the issue the more you want to connect and hear what your customers think, the more you should call Sue!!

Customer immersions session were my favourite thing to attend/support/facilitate and I would advocate strongly for anyone to attend a session if you get the chance.

You can never underestimate the power of listening to the customer and hearing things from their perspective and the positive impact on leaders (which they then take back to the business) when they really listen and hear the customer.

Let’s go back to 2014…

A fresh idea was borne from a great mind.

Why don’t we place our senior management team in and amongst customers to hear what they really think?!

Do you think it will work?

What insights will be gained from it?

It took a brave team to embrace this fresh concept and run with it.

Engaging with hundreds, thousands of customers, hearing their harsh truths, their frustrations, and their ideas, actually works!

Taking part in the customer immersion experience was really engaging. It brought the customer journey to life and helped senior teams look beyond the data to get a better feel for what customers really need, expect and find challenging.

The sessions got people thinking differently, sparked lots of practical ideas and made it easier to see where things could be improved.

I’d definitely recommend it to any team that wants to get closer to its customers and turn what it learns into action.

One of the, if not the most powerful sessions I’ve ever been a part of, it was set up in a roundtable event style, speed “dating” on each table were real customers of ours.

Being able to openly talk about your/the company intent with the actions you took, why you did x and y but then hearing from the customers it actually impacted was pure gold!

The single best learning experience of my career.

Sue led numerous customer immersion sessions when I was CEO of E.ON UK, covering different energy related themes with hundreds of customers.

It was brilliant to watch a professional at work, who could really make people feel comfortable and draw out their honest opinions.

I learned more about how energy customers really experience our product from those sessions than any number of PowerPoint presentations.

I've attended several sessions that you ran. And was always really impressed with how you were able to get everybody speaking.

There's an art to bringing a room of different people along with you, getting them comfortable enough to share what they feel whilst digging deeper for the things you're aiming to uncover.

Leading an operation of over a thousand people serving millions of customers, I spent years analysing NPS data, listening to recorded calls, and tracking complaints.

But nothing prepared me for the power of customer immersion until Sue introduced me to it. Sitting in a room hearing directly from customers, when they had no idea what role we played, stripped away every layer of our corporate armour.

Over time, this became our most transformative storytelling tool.

It forced us to see the raw, unfiltered truth of how we showed up in people’s lives, where we relieved stress, created moments of magic, and where we caused absolute havoc!

That insight changed everything. It gave our entire leadership team a shared purpose, and directly drove our transformation from the bottom of the service league table to a best-in-class award-winning business.

Sue is a rare diamond. Her unique gift is creating a space where customers feel genuinely welcomed, heard, and valued enough to share their honest truth.

She was the beating heart behind our turnaround, and the impact of her work stays with you long after the session ends.

I still remember the impact these sessions had on the people who took part.

There’s something very different about hearing directly from customers, beyond the data and scores, and really understanding their experience and, importantly, how it made them feel.

Sue created a space where customers felt comfortable being open and honest, and where colleagues could really listen, ask questions and see the experience through their eyes.

You could genuinely see the shift in people as they listened.

Those sessions stayed with people long after they ended, and I still see so much value in this kind of approach today.

Sue has a beautiful way of making customers and colleagues feel comfortable, safe, and seen.

She brings a kindness, energy, and genuine warmth that people naturally respond to.

The programme itself is powerful, but Sue is what makes it really special... You can replicate the approach, but it's much harder to replicate the buzz she creates in that room.

No one comes close.