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Staying True to DTE Energy's Customer Obsession During Critical Moments

All customers have rising expectations, often shaped by other industries and new entrants, underscoring the critical need for distinctive service excellence. DTE Energy has taken steps to define service excellence by establishing a clear set of Service Keys and Behavioral Guidelines. Combined with the implementation of new technology to better support measurement, as well as expanded monitoring during the COVID-19 crisis, and DTE Energy has been able gain a new level of insight into the experiences of their customers.

Join Angie Pizzuti, Vice President, Customer Service at DTE Energy, as she shares how DTE Energy overcame both process- and culture-related challenges to achieve a future state of service excellence, far exceeding expectations.

Speaker Bio
  • Angie Pizzuti

    Vice President & Chief Customer Officer, DTE Energy

    Angie M. Pizzuti is vice president of Customer Service Operations for DTE Energy. Pizzuti is responsible for leading a customer service organization that includes the operations of the call center, credit and collection, billing, revenue management and theft, and digital and transformative customer experience strategies. Pizzuti has held a variety of customer service leadership roles within DTE. Prior to her current position, she held the position of executive director, Customer Service. In this role, she was responsible for the overall strategy and management of customer service operations and served as the deployment lead for the company’s recent migration to an SAP customer platform.

    Pizzuti has worked in both management and professional roles at DTE including chief of staff for Jerry Norcia, president and CEO, DTE Energy.