Evette Hollins

Evette Hollins is Vice President and Chief Customer Officer at DTE Energy, where she leads customer strategy, experience, and operations. Her approach to CX starts with the idea that energy service affects much more than a monthly bill. It can shape a household’s financial stability, comfort, health, and sense of security.

Hollins focuses on reducing uncertainty and solving problems before they become harder for customers to manage. She tends to look for places where clearer information, earlier support, or a better process can remove unnecessary stress from the experience.

Affordability is one of the clearest examples. Hollins has led work connecting vulnerable customers with more than $125 million in energy assistance each year, alongside programs designed to make monthly costs more predictable and address past-due balances. She treats affordability as part of customer experience itself, particularly when financial pressure can quickly turn a routine utility relationship into a source of anxiety.

That same thinking shapes how she approaches billing. Hollins wants customers to understand what they owe and why before confusion turns into a contact-center call.

For her, a better customer experience might mean understanding a bill sooner, finding help before debt grows, or having more certainty during a difficult winter. Her focus is on creating that clarity earlier, so customers feel more informed, supported, and in control.