Insights for Tomorrow’s Utility

Today’s utility leaders need objective insights to make smart and timely business decisions. Whether you are looking for new strategies, ways to resolve pressing issues or trying to drive innovation within your utility, Chartwell can help you accomplish your goals. Our wide range of services ensures our members have access to the best, most timely information available.

Chartwell’s Mission

Chartwell connects the utility industry to solutions.

Our History

Founded in 1993, Chartwell exclusively serves the utility industry and has been researching customer-facing issues longer than any other utility-focused research firm.


Meet Our Leadership Team

I.S. Dunklin

I.S. is passionate about connecting the utility industry to solutions. He has experience managing growing companies and a background in strategy consulting for utility and TMT industries.

Philip Dunklin

Philip founded Chartwell to provide objective research and identify best practice solutions to issues facing utility companies.

Stacey Bailey
Vice President

Stacey is responsible for products, research, and product development. She has an extensive background in data analytics and product management.

Tim Herrick
Vice President of Sales and Marketing

Tim oversees the marketing and sales departments for Chartwell. He focuses on helping Chartwell clients realize the full value from Chartwell’s services.

Russ Henderson
Director of Research

Russ directs Chartwell’s research and events. Russ is an experienced researcher and facilitator who speaks frequently at utility industry events.

Steve Waters
Director of Councils

As Director of Councils, Steve directs Chartwell’s facilitated peer group networking. He has over 20 years of utility industry experience in IT, Corporate Communications, and Marketing.

Scott Johnson
VP Emeritus

Scott is very experienced in research, events and customer engagement. He is an accomplished researcher and frequent speaker at utility industry conferences.

Meet Our Subject Matter Experts

Jennie King
Principal Consultant

Jennie brings 39 years of utility industry experience to Chartwell. She is accomplished in many areas including customer service, research, insights, and experience.

Steve Brophy
Senior Consultant

Steve has 38 years of utility industry experience. He is well-versed in customer service and experience, digital analysis, distribution operations, and leadership.

Tim Melton
Senior Consultant

Tim has 33 years of utility industry experience in CX, customer complaint prevention and resolution, outage comms, low-income programs, and strategic partnerships.

Pat Ricks
Senior Consultant

Pat has 36 years of utility industry experience in CX, CS, market research with a focus on vulnerable customer strategy, storm response, and electric and gas operations.

Tracie Boutte
Executive Advisor

Tracie has 36 years of industry experience in CX, emergency response, DX, regulatory/governmental affairs, marketing, customer insight, and C&I services.

Jennifer Gary
Senior Consultant

Jennifer has 34 years of combined utility and banking experience in CX, digital and strategic marketing, marketing analytics, and customer messaging for storms and emergent events.

John Bord
Senior Consultant

John has over 20 years of utility industry experience in qualitative research methodology, journey mapping, and marketing in B2B, B2C, and multicultural segments.

Vida Hotchkiss
Senior Consultant

Vida has 36 years of utility industry experience including strategic billing and solutions, residential and large customer billing system implementation, credit, and accounting.

Karl Popham
Senior Consultant

Karl has 24 years of combined electric utility and consulting experience with a focus on transportation electrification, strategy, and innovation.

Victor Fleites
Senior Consultant

Victor has over 35 years of utility industry experience in emergency preparedness, recovery, business continuity planning, customer comms, and customer service.

Don Daigler
Resilience Executive Consultant

Don has over 40 years of utility and public sector experience in emergency management, business continuity, hazard assessment and mitigation, and wildfire management.

Learn About Careers at Chartwell

Industry News

  • By admin
Utilities Recognized for Excellence With Chartwell’s 2024 Best Practices Awards
Baltimore Gas & Electric, Consumers Energy, Enbridge, Evergy, Hydro One, Orange & Rockland, and Pacific Gas & Electric have taken the top honors in...
  • By admin
Chartwell to Launch New Utility Resilience Institute and Councils
Chartwell, Inc., a leading provider of insights and best practices to the utility industry, today announced a new research institute and two new councils...
  • By admin
Announcing I.S. Dunklin as New Chief Executive Officer
Chartwell, Inc., a leading provider of insights and best practices to the utility industry, is excited to announce the appointment of I.S. Dunklin as...
  • By admin
Understand How Consumer Demographics Can Impact EV Interest
As utilities help their customers navigate the transition to electric vehicles. it’s important to understand their preferences and concerns. Consumers’ interest in electric vehicles...

Chartwell Services

Our membership services can help your utility identify strategies to impact customer experience and operational efficiency: A research subscription to our Insight Center membership allows unlimited access to hundreds of research reports, case studies, benchmarks, webinars, and more. Our peer-to-peer Leadership Councils, focused on customer-facing areas such as billing, outage, CX, vulnerable customers, EVs, and business customers, provide a collaborative, utility-only peer network. Our post-event transactional benchmarking study called Tranzact enables utilities to compare their customers’ outage experience perception with peer utilities. Chartwell Advisory Services and Executive Services provide leadership development with industry experts.

Learn more about our services