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

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.

I.S. Dunklin
Director of Revenue

I.S. oversees the finance and revenue departments for Chartwell. He has a background in strategy consulting for the utilities and telecommunications industries.

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

On Our Blog

  • By admin
Chartwell, Inc. Electric Vehicle Leadership Council Drives Forward to Inaugural Meeting
North American Utility Experts Collaborate as Trusted Advisors in Transportation Electrification Atlanta, GA – February 29, 2024 – Chartwell, Inc., a leading provider of utility...
  • By admin
Utilities recognized with Chartwell’s 2024 Outage Best Practices Awards
Commonwealth Edison and Entergy have taken the top honors in Chartwell’s Outage Best Practices Awards for 2024. The awards recognize excellence among electric and...
  • By admin
Business Customer Leadership Council Gears Up for Inaugural Meeting
Leading Utility Experts Unite to Elevate Business Customer Experience   Atlanta, GA – January 18, 2024 – Chartwell, Inc., a leading provider of utility...
  • By admin
Announcing Chartwell’s Electric Vehicle Leadership Council
Chartwell, Inc., a leading provider of utility industry research focused on customer-facing issues, is pleased to announce the creation of an Electric Vehicle Leadership...

Chartwell Services

Chartwell has a wide array of membership and subscription service solutions that can help your utility identify strategies to impact customer experience and operational efficiency.

Chartwell’s Insight Center Membership provides timely and actionable benchmarks and insights, proven go-to-market strategies from leading utilities, and the support of our team of analysts. Our Leadership Councils provide a deep network of industry leaders who collaborate regularly on critical issues, sharing perspectives, advice, and solutions.

Tranzact is a utility-led benchmarking study that combines the results of post-outage transactional surveys from multiple utilities enabling them to compare their customers’ outage experience with peer utilities. Chartwell Advisory Services and Executive Services provide one-on-one coaching and leadership development with industry experts.

Learn more about our services