• Customer Analytics Community

  Upcoming November (2022) Community Conversation

  Posted by Kevin Praet (Adm) on November 1, 2022 at 11:33 am

  Hello Customer Analytics Community Members,

  I hope all is well! We are one week away from our November (2022) Customer Analytics Community Conversation and want to get you excited about the session taking place. On Tuesday, November 8 at 11:00 AM CT, we’ll be joined by Leena Khiani, Principal Supervisor of Data Science, Customer Services at DTE Energy who will be leading a discussion around, “Understanding NPS Drivers using Data Science.”

  Learn more about this session and our speaker below!

  Session Description:

  DTE Energy tracks NPS (Net Promoter Score) as an important enterprise metric to measure customer satisfaction. We embarked on the journey in 2020 as we rolled out our NPS survey and started collecting data from both residential and commercial customers. Analyzing this data using cutting-edge data science techniques to identify opportunities to further delight our customers became a top priority for all the business units. Customer Service Analytics team has developed a truly innovative way to identify the most impactful variables using a new clustering/segmentation approach. Due to this approach, various business units are now able to target data-informed countermeasures to the right subset of customers instead of relying mostly on their intuition and experience.

  Speaker: Leena Khiani, Principal Supervisor of Data Science, Customer Services (DTE Energy)
  

  

  
  Leena Khiani has a master’s in data science and nine years of customer service experience across various industries in the IT, Banking and Utilities space. Leena has been with DTE for the past five years working with the Customer Service Analytics team. She has led various machine learning projects such as ID fraud detection, Energy Theft detection, Behavioral Forecasting, NPS driver analysis and support on various UCX initiatives. Leena is excited to join the Customer Analytics Community and learn from my peers.  
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  A calendar placeholder for this community conversation was sent out via my alternate email address (kpraet@sg.utilityanalytics.com). I’ve noticed these invites can sometimes be flagged as spam, so please check your junk folders if you’re not seeing right away. For your convenience I have also attached the placeholder to this message as an easy download. If you are not seeing a placeholder on your calendar for Tuesday, November 8 at 11:00 AM CT, or are having trouble downloading the placeholder from this message, please reach back out to me so I can be sure you are forwarded the invite an alternate way.

  Thanks and I look forward to connecting next week!

  ——————————
  Kevin Praet
  Membership Coordinator
  Utility Analytics Institute (UAI)
  Boulder CO
  315-440-3033
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  Kevin Praet (Adm) replied 2 years ago 1 Member · 0 Replies
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