Megan DePumpo

I’m a Customer Insights Senior Manager at Allstate, where I lead the Allstate Roadside Voice of Customer (VoC) strategy and customer listening programs. At the core of my work is a simple goal: help our organization better understand our customers and make sure those insights actually drive meaningful change in their experience. 

I’ve always been drawn to the “so what” of customer insights. It’s not just about collecting feedback, but about connecting the dots, bringing teams together, and turning what customers are telling us into clear actions that improve products, services, and processes. In my current role, I partner across a highly matrixed organization to design listening strategies, advise leaders on customer-centric decisions, and align teams on where to focus next. 

Some days are knee-deep in the data while others are at a 30k foot view. It's what I love most about this work... the blend of strategy and execution. I get to think about the long-term vision for how we listen to customers, while also rolling up my sleeves with teams to test, learn, and continuously improve how we capture and act on feedback. Whether it’s designing a new listening approach, benchmarking emerging practices, or facilitating conversations that shift mindsets, I’m motivated by helping organizations truly operationalize the voice of the customer. 

Before focusing on CX, my background spans project management, research strategy, and operations which has shaped how I approach this work today. I naturally think in systems, and I’m energized by building structures that make it easier for teams to do the right thing for customers at scale. 

I’m excited to be part of the CXPA community because I care deeply about advancing this field. I'm most excited about the opportunity to learn from others, sharing what’s working, and continuing to raise the bar for how organizations listen to and serve their customers. 

Outside of work, I'm deep in the season of parenthood where I'm trying to raise curious and kind little people for the future. There's never a dull moment, but I appreciate that when the day is done, I get to always close it out with a bedtime story and the perspective that a full life comes from fulfillment both in and out of my professional life.