January 13 Customer Analytics Community – From Complaints to Clarity: Using Automation and Live Analytics to Improve Customer Experience

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.

Session Description:

The 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.

In 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.

*UAI Utility Members can register and access all nine of our Analytics Communities via our Community Page. Not a part of the Customer Analytics Community and want to join this session? Please use our direct link here 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.