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Chartwell’s Mid-Year Utility Insights: Trends Shaping the Industry
Please join us for Chartwell’s round-up of recently published research and insights. This quarter we will feature FRESH research from Chartwell's Industry Billing Survey, along with a look at recen...
EMACS Preview: Announcing Chartwell’s 2026 Best Practice Award Winners
Join Chartwell as we announce the winners of this year’s Best Practices Awards and preview this fall’s EMACS – The Customer Experience Conference in Atlanta, Georgia. Find out which U.S. and Canadi...
Improving Customer and Employee Experiences with Outage Analytics
Through its on-going Error-Free Communications (EFC) program, DTE Energy has raised the bar of communications with their customers during outages. An important feature of EFC, collectively called Outage Analytics, helps drive those results. But the value of Outage Analytics goes beyond just enhancing customer outcomes – Outage Analytics also drives insights to improve outcomes for DTE’s employees, highlighting opportunities for innovation around systems development, process improvement, and data quality.
This presentation will discuss how DTE Energy uses Outage Analytics to drive continuous improvement. Join us to explore how a strategic approach to Outage Analytics can drive tangible improvements for all utility stakeholders.
Speakers:
Mariam Mohamed, Director of Digital Experience, DTE Energy
With a unique blend of utility industry acumen, analytics, and technical expertise, Ms. Mohamed is a change agent for continuous improvement of the customers’ experience across digital and traditional channels. She spearheads transformative initiatives aimed at improving engagement, customer satisfaction, and reducing costs.
Scott Smith, Practice Director, WIT Solutions
Scott Smith is a data & analytics industry veteran with more than thirty years of experience helping companies turn raw data into information assets. A streetwise management consultant and solution architect, Mr. Smith leads the consulting practice at WIT, a boutique data, analytics & AI consulting firm headquartered in Metro Detroit.
