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X-ORIGINAL-URL:https://utilityanalytics.com/
X-WR-CALNAME:Utility Analytics Institute
X-WR-CALDESC:Utility led community for analytics professionals
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CLASS:PUBLIC
UID:MEC-87aa98d07ec242cc4d8f685f0299257b@utilityanalytics.com
DTSTART:20260113T170000Z
DTEND:20260113T180000Z
DTSTAMP:20251110T201200Z
CREATED:20251110
LAST-MODIFIED:20251218
PRIORITY:5
SEQUENCE:6
TRANSP:OPAQUE
SUMMARY:January 13 Customer Analytics Community – From Complaints to Clarity: Using Automation and Live Analytics to Improve Customer Experience
DESCRIPTION:Join the Customer Analytics Community on Tuesday, January 13, 2026 at 11:00 AM CT for a presentation with Q&A/open discussion on, “From Complaints to Clarity: Using Automation and Live Analytics to Improve Customer Experience” led by Mohammed Zakaria, PhD, Data Science Manager at ComEd.\n \nSession Description:\nThe Customer Operations Data Science team at ComEd is using automation to meet a rising bar for customer experience. The team is shifting away from general perception metrics, such as surveys, and toward actionable insights rooted in specific customer pain points.\nIn this session, the presenter will discuss how a team that previously focused on commissioner-driven customer complaints transitioned to using work-tracking tools such as Azure Boards. The presentation will cover the automation steps involved and the resulting impact on service delivery, including the ability to create a live view of work supported by real-time analytics. A case study will illustrate how this approach fits within a broader customer journey and how it can be applied to identify opportunities for improvement in call center operations and customer marketing.\n \n*UAI Utility Members can register and access all nine of our Analytics Communities via our Community Page ( https://utilityanalytics.com/communities/ ). Not a part of the Customer Analytics Community and want to join this session? Please use our direct link here ( https://utilityanalytics.com/communities/customer-analytics/ ) to request access. You will find the Teams meeting credentials to the upcoming meeting at the top of the feed on this page. If you have any questions or run into any issues, please contact us at info@utilityanalytics.com ( mailto:info@utilityanalytics.com ).\n
URL:https://utilityanalytics.com/events/customeranalyticsjanuary2026/
CATEGORIES:Community Meeting
LOCATION:Virtual
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