Anatomy of an Outage Panel Discussion: Leveraging Data for an End-to-End View of the Outage Experience

What if you could have a three-dimensional view of each customer’s outage experience? In this session, learn how leading utilities are bringing together operational and customer data to gain insights on the customer outage experience from beginning to end – including the important touchpoints, pain points, and each long silence that leaves customers figuratively as well as literally in the dark. Learn from those who are doing this work themselves as well as those who are leveraging industry partners.


  • Jacqueline Robinson, Director of Digital Experience, DTE Energy

Jacqueline Robinson is the Director of Digital Experience for DTE Energy. This role combines her passion for improving the customer experience and using data to drive decisions. Jacqueline holds a bachelor’s degree in aerospace engineering from the University of Michigan and a master’s degree in engineering management from Rensselaer Polytechnic Institute. She lives in Sterling Heights, Michigan with her husband, teenage son, and Doberman.

  • Tim Hendren, Principal Customer Journey Consultant, Duke Energy

Tim Hendren has served as Duke Energy’s Principal Customer Journey Consultant since December 2017, specializing in the PQR and Outage customer experiences.  While in the role, Tim has delivered key insights and recommendations through in-depth analysis of customer and operational data resulting in continued improvement in customer satisfaction. Partnering with project teams and business organizations, he has contributed by providing prioritization of customer-focused technology improvements and process improvement initiatives. 

  • Laura Storey, Outage Product Owner, Consumers Energy

Laura has worked at Consumers Energy for nearly 5 years. She started in the Account Management Group working with small to medium size business customers and now acts as Outage Experience Owner in the Experience Design Group where she works to create a more customer-centric outage experience both internally and for customers.