Implementing the Net Promoter System to Drive Customer-Centric Thinking

A case study of how DTE Energy has adopted and implemented NPS to better identify issues, vocalize customer desires, and design our processes to exceed customer expectations.

Speaker: Bill Ortman

Principal Research Analyst - Customer Insights and Research - DTE Energy
Bill has a decade of focus in customer experience and satisfaction research across several industries including CPG, Finance, and Energy. He strives to implement feedback systems which clearly represent the customer's voice and drive improvements in both day to day processes and organizational strategic goals.