[Kevin Praet (Adm)]

Hello Customer Analytics Community Members,

Happy Monday and I hope you all had a nice weekend! We’re very excited to meet with you all tomorrow for our FIRST Customer Analytics Community Conversation of the year and hope you all can join us. As a reminder, tomorrow’s discussion, “Best Practices on Improving Customer Experiences with Analytics During COVID-19,” will be taking place at 11:00 AM CT. To join, please use the Microsoft Teams credentials below (also included on our calendar placeholder) and let me know if you’re having any issues joining or not seeing on your calendar.

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+1 920-393-6243,,857936418#   United States, Green Bay

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Thanks and we look forward to connecting!

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Kevin Praet
Membership Coordinator
Utility Analytics Institute (UAI)
Boulder CO
315-440-3033
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Original Message:
Sent: 01-06-2021 13:14
From: Kevin Praet
Subject: Upcoming January 12th Community Conversation

Hello UAI Customer Analytics Community Members,

Happy New Year and I hope you all had amazing holidays! It’s been a little while since we last connected and I’m very excited to announce our FIRST community conversation of the year, “Best Practices on Improving Customer Experiences with Analytics During COVID-19,” taking place Tuesday, January 12th at 11:00 AM CT. This panel themed discussion will feature the perspectives of several different utilities in one of the most demanded topics presented to this community. Please see below to learn more about this session and our presenters!

Session Description:

We have all been dealing with COVID and we are again seeing emerging infection rates, state shutdowns, etc. so it is now more important than ever to share “best practices” on how utilities have dealt with this and how they are preparing through this next wave. Customer analytics plays a huge role in this, so we have multiple utilities sharing their insights and experiences through this panel discussion during the Customer Analytics Community Conversation on January 12, 2021. Our representatives will discuss how they are caring for their customers during the pandemic, making enhancements based on data to improve customer experiences as things change rapidly during the pandemic, and many more items on the work they have done. During this panel discussion, each utility participating on the panel will quickly provide a brief summary of the work they have done to set the stage, and then we will spend most of our time having a conversation to create a collaborative, interactive environment during this Community Conversation. Come with your questions and comments.

Presenters (Facilitators):

Jeff Yankley (Director of Customer Intelligence & Analytics, Consumers Energy)

Jeff Yankley is the Director of Director of Customer Intelligence & Analytics at Consumers Energy. In this role, Jeff works to mature the customer analytics and data science capabilities at Consumers Energy to enable value by connecting operational data to customer data, building predictive models for customer interactions, and knowing our customers so well to be able to build segments of “one”. The goal is to deliver the right product, to the right customer, in the right channel, at the right time, with the right message. Jeff has spent 20+ years in the Information Technology field as a programmer, analyst, and in various leadership positions. He’s gone from developing solutions that gather data to being able to deliver the customer heartbeat and what it means to Consumers Energy.

Jeff has a Bachelor of Science degree in Mathematics from Wayne State University in Detroit, Michigan.

Jason Sanderson (Customer Analytics Manager, Consumers Energy)

As Customer Insights Manager at Black Hills Energy, Jason is honored to lead a team of data storytellers, providing analytics insights to everything related to customer experience. His team leads analysis of data to identify opportunities for process improvements, reporting for daily operations, ad-hoc requests and everything in between. Jason works closely with all facets of the customer service team to ensure they are making data-driven decisions in everything they do.

Presenters (Panelists):

Tim Krall (Director, Customer Analytics, Exelon Utilities)

Tim Krall is currently Director of Customer Analytics for Exelon Utilities. In this position, he is responsible for collaborating with business leaders and experts across Exelon to develop and deploy an overall Customer analytics strategy and platform. Tim’s background working for over 20 years in various positions across Exelon provides him with a unique expertise across the industry. Before joining Exelon Utilities in 2017, Tim worked as Director of Market Initiatives and Analysis where he focused on strategic development, analysis and project management for GenCo and Utility related initiatives. Prior to that, he spent time with PECO focused on project management and analysis of Customer initiatives. Tim spend the previous 13 years working on the commercial side of the industry, with experience as an energy trader, portfolio manager and manager of various analytics and operational functions including market fundamentals and transmission analysis. Tim holds a bachelor’s degree in Meteorology from Penn State. 

Yannis Katsanos (Manager of Data Science, Exelon Utilities)

Yannis Katsanos is the Head of Customer Data Science at Exelon Utilities. In this role, he is charged with developing a program of analytics that focuses on delivering value to customers and reducing operating costs. He comes to Exelon with more than 20 years of experience in big data analytics.

Carrie Mokros (Manager, Customer Insights, Ni Source)

Carrie Mokros has worked in Marketing and Customer Strategy for the last 20 years in the Columbus, Ohio market. Although her career has included multiple industries such as retail, professional services, and chemicals and currently in the utility space, her focus and passion have always been the customer’s satisfaction and experience. Carrie has served in a variety of positions in marketing, advertising, customer strategy, and communications.

Currently, Carrie is one of the two managers on the Customer Insights team at NiSource, supporting all six states on a team of seven. The Customer Insights team focuses on various feedback and customer satisfaction surveys, focus groups, and online customer panel.

You can find Carrie spending time with her husband, a five-year-old tiny human, and two large fur babies in her free time. She received her Marketing degree from The Ohio State University and remains a Buckeye for life!

Brittney Dahmer (Customer Experience Strategist, Ni Source)

Brittney Dahmer is currently helping to lead the Customer Experience strategies and digital transformation efforts at NiSource. Working to increase customer satisfaction and collaborating to improve internal processes for 4 million customers across 7 states.

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We will be providing a Microsoft Teams link on our calendar placeholder prior to this discussion. If you do not have a placeholder on your calendar for Tuesday, January 12th at 11:00 AM CT please reach out and let me know.

Thanks!

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Kevin Praet
Membership Coordinator
Utility Analytics Institute (UAI)
Boulder CO
315-440-3033
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