[Kevin Praet (Adm)]

Hello Customer Analytics Community Members,

I hope all is well! We are one week away from our March (2023) Customer Analytics Community Conversation and want to get you excited about the session taking place. On Tuesday, March 14 at 11:00 AM CT, we’ll be joined by Joyce LePage, IT Manager, Enterprise Data and Analytics at DTE Energy who will be leading a discussion around, “Sending the Right Message: Improving Customer Communications Accuracy During Outage Restoration at DTE Energy.”

Learn more about this session and our speaker below!

Session Description:

Outages, especially due to extreme weather events, are just as much a crisis for the customer as they are the utility. Today’s “always connected” customer has little tolerance for uncertainty and expects relevant, timely and accurate information to be available on the channel of their choice. Failure to do so can result in negative sentiments that lead to brand crisis – even if the operational response was effective.

Join DTE Energy as they share their current journey towards error free customer communications. Learn about the transition to a customer focused versus operational focused approach to outage communications, and what is included in the platform necessary to support it.

Together we’ll learn how DTE:

– Pivoted to customer-focused messaging

– Created a single “voice” communication that synchronizes channel updates and ensures consistency in timing and delivery

– Improved the timeliness and accuracy of delivering outage notifications

– Improved the accuracy in estimating time of restoration (ETR) and restoration completion – Lifted overall customer sentiments and satisfaction

Speaker: Joyce LePage, IT Manager, Enterprise Data and Analytics (DTE Energy)

Joyce is responsible for management of DTE Energy’s Enterprise Data & Analytics group after establishing the group mid-2018. She is responsible for the operation and expansion of the company’s cloud Data Platform, strategic data stores, data services, introduction of analytic and visualization tools, maturation of the business capability in data sciences and the implementation of a comprehensive Data Governance program. 

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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, March 14 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!

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