Utility Customer Experience Built From the Inside
25+ years leading CX transformation for utilities, financial services, and the public sector.
About VTS Consulting
Who We Are
VTS Consulting is a boutique strategy and transformation firm built on 25+ years of enterprise transformation experience across utilities, financial services, and the public sector. We specialize in Customer Experience, Organizational Change Management, and Workforce Development — helping organizations turn strategy into sustainable, measurable results. Our proprietary Voice of Customer strategies and operating frameworks were presented at DistribuTECH 2024 as an industry best-practice model.
Meet the Founder
25+ years leading CX and organizational transformation for utilities. Voice of Customer work featured at DistribuTECH 2024. Honored by Marquis Who's Who
Link to Press Release here - Marquis Who's Who Honors Valerie "Val" Williams for Building Stronger Organizations and Future Leaders
Core Services
Customer Experience Strategy
We help organizations design and implement customer experience programs that drive measurable impact. From journey mapping to Voice of the Customer frameworks, we translate feedback into actionable strategies that strengthen customer trust and loyalty. Our approach was presented at DistribuTECH 2024 as an industry best-practice model.
Organizational Change Management
Our team specializes in guiding leaders and employees through transformation. We design communication, training, and adoption strategies that ensure new systems, processes, and initiatives are embraced and sustained. Led enterprise-wide change management for AMI modernization impacting 2.2 million customers and 2,000 employees — delivered on schedule through COVID-19 disruption.
Workforce Development & Leadership Coaching
We partner with organizations to unlock workforce potential through tailored training, leadership development, and employee engagement strategies. Designed a national 12-month leadership curriculum for U2030 Collaborative and built an enterprise training program that trained 300+ employees across six business units in under six months.
Digital Enablement & Transformation Tools
VTS Consulting offers a growing suite of digital tools — including our CX Playbook Generator and VoCAL (Voice of Customer Advanced Listening) Diagnostic Suite — that help organizations assess maturity, close the loop on feedback, and accelerate adoption of new practices.
System Integration & Technology Adoption
We specialize in aligning people, process, and technology during large-scale implementations. Our experience spans survey and feedback platforms, Customer Information Systems (CIS), Advanced Metering Infrastructure (AMI), Meter Data Management Systems (MDMS), billing and collections, and contact center/CRM systems. We help clients achieve smooth integrations, minimize disruption, and realize business value faster. Coordinated a multi-year, multi-region platform integration — spanning full CRM and enterprise system architecture — scaling from a single-region pilot to a fully integrated, multi-channel ecosystem across an entire utility enterprise in under three years.
Community & Workforce Services
VTS Consulting partners with state agencies, municipalities, and nonprofits to design and deliver programs that create pathways to employment, education, and leadership opportunities. With deep expertise in workforce development and organizational change, we help communities implement programs that not only meet compliance requirements but also create lasting impact. Our leadership curriculum work has advanced women into senior leadership roles across the utility sector nationally.
OPINATOR Official Partner
Interactive Journeys and Data Analytics - Powered by Opinator & Delivered by VTS Consulting
A t VTS Consulting, we partner with Opinator to transform outdated surveys into interactive, personalized feedback journeys (OPIs). These real-time experiences capture customer sentiment in the moment, unlock actionable insights, and close the loop faster.
Our team brings deep expertise in CX strategy, system integration (CIS, AMI, MDMS, CRM), and change management — ensuring Opinator fits seamlessly into your workflows and delivers measurable results. Visit OPINATOR to learn more!
Our Approach
- Personalized Journeys: Tailored OPIs for post-interaction, onboarding, or service recovery.
- Real-Time Intelligence: Instant dashboards that surface issues before they escalate.
- Actionable Insights: Close-the-loop playbooks that turn feedback into measurable improvement.