Reinventing a Utility with the Power of Design

Discover how Michigan’s largest utility is leveraging the power of design thinking to reinvent what it means to be an energy services provider and to deliver on a commitment to be coal-free by 2025.

Speaker: Tobin Williams

Executive Director - Experience Design, Consumers Energy

Tobin launched his career and passion for Customer Experience in 1990 with a Marketing degree from MSU. His taste for transformational change started early with a role redesigning the automotive retail experience for Saturn Corporation. Following 20 years contributing to some of metro-Detroit's leading agencies, he became a founding member of Consumers Energy's Customer Experience team tasked with transforming one of the nation's largest gas/electric utilities into a customer-centric energy services powerhouse. Tobin's highlights at Consumers Energy include leading a holistic digital transformation, establishing CXi as a company-wide customer loyalty metric, and his current role of leading an Experience Design Center of Excellence.