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.

  • 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.


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