Leveraging real-time VOC feedback, DTE Energy gained a clear customer perspective on their website’s functionality and navigation. Using ForeSee’s CX prioritization capabilities, DTE was able to invest in digital initiatives that would yield the biggest impact for customers. As a result, DTE saw:

  • 27% increase in customer satisfaction scores
  • 4% deflection of contact center volume, worth an estimated $1.76 million
  • $54 million generated in online bill payments, a per-bill savings of $.11, or $85,800 annually
“ForeSee showed us what our customers wanted on the website... that information is so powerful. Otherwise we’re simply guessing.” –Suzanne Thornton, DTE Energy