Blink Charging Co. (NASDAQ: BLNK) announced the appointment of Elizabeth Castelluccio as Vice President of Global Customer Experience to lead a company-wide transformation of its customer service operations.

The electric vehicle charging equipment provider said it is implementing several initiatives designed to improve customer experience across its operations. These include embedding customer feedback into company decision-making, aligning support teams under shared accountability for customer outcomes, and implementing an uptime management system for operational issues.

The company is conducting meetings with dozens of customers and drivers as part of the transformation effort. Blink said it is also developing a global customer experience framework and shifting from reactive support to proactive customer engagement.

"Customer experience is not simply an initiative, it is how we operate," Castelluccio said in a statement. "We are building a company where every decision starts with the customer, where every team owns the outcome, and where trust is earned through transparency, accountability, and action."

Blink conducted a survey of more than 400 EV charging host sites and drivers, which found that both groups believe in continued growth for EV charging. The survey indicated that more chargers will be needed to achieve convenience levels comparable to gas station fueling.

"Customer experience in EV charging is inconsistent across the industry, and that has to change," said Mike Battaglia, President and CEO of Blink Charging. "We're taking a disciplined approach to simplify the experience and improve reliability for both drivers and site hosts."

The transformation includes plans for KPI-driven visibility into customer performance metrics and expansion of customer feedback programs as a permanent capability across the organization.