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More Than 30 Years of Utility Expertise

Chartwell connects utility leaders to the insights, expertise, and peer experiences they need to make informed decisions and address complex industry challenges. Through research and benchmarking, leadership councils, industry events, and advisory services, we help utilities understand what’s happening across the industry, learn what’s working elsewhere, and identify opportunities to improve. Our work spans customer experience, affordability, digital transformation, communications, operational excellence, resilience, transportation electrification, and other issues shaping the future of the utility industry.

Our History

Founded in 1993, Chartwell was built around a simple idea: utilities benefit when they can learn from one another. What began as a focus on customer-facing utility research has grown into a broad platform for industry research, benchmarking, peer collaboration, professional learning, and advisory support.

More than three decades later, Chartwell remains exclusively focused on electric, gas, and water utilities. That long-standing focus has given us a deep understanding of the industry, enduring relationships with utility professionals, and a unique perspective on how customer and operational priorities have evolved.

Chartwell’s Mission
Connecting the utility industry to solutions.

Meet Our Leadership Team

I.S. Dunklin
Chief Executive Officer
I.S. leads the organization’s strategy and its role as a trusted source of insight for the North American utility industry. He partners with utility executives and industry leaders to advance thinking on customer experience, organizational resilience and operational performance in a period of rapid sector change.

Philip Dunklin
Chairman

Philip founded Chartwell with a vision of helping utilities navigate industry change through objective research, benchmarking, and best practices that drive informed decision-making and operational excellence.

Tim Herrick
Vice President of Sales

Tim oversees the company’s sales team and works closely with utilities across North America to help organizations maximize the value of Chartwell’s research, advisory services, leadership councils and events.

Russ Henderson
Director of Research

Russ directs research and strategic content, develops executive case studies and industry publications, and facilitates collaboration among utility leaders through Chartwell’s Outage Communications and Emergency Management Leadership Councils.

Steve Waters
Director of Councils

Steve leads the planning and delivery of Chartwell’s leadership councils, fostering opportunities for utility leaders to share best practices, address industry challenges and build meaningful peer connections.

Heather Siebken
Director of Events and Marketing

Heather leads events and marketing where she shapes the company’s brand strategy, develops industry content and designs forums that connect utility leaders to share insights, collaborate and navigate industry change.

Meet Our Subject Matter Experts

Carisa Woolstenhulme
Arrears Management Consultant

Carisa brings 20+ years of utility experience to Chartwell, specializing in arrears management, customer affordability, and credit solutions that improve outcomes for utilities and customers.

Carlos Torres
Resilience Executive Advisor

Carlos has 40+ years of utility expertise in engineering, operations, emergency and crisis management, and communications, spanning operational and consulting roles.

Dennis Goodman
Market Research & Insights Consultant

Dennis brings 25 years of combined utility and consumer intelligence experience in customer experience, marketing, contact center operations, and HR.

Jennie King
Business Customer Management Consultant

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

Jennifer Gary
Digital Marketing & Communications 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.

Jim Nowak
Emergency Management Consultant

Jim has over 45 years of experience in emergency management, outage restoration, operational innovation, SaaS technology adoption, and resilience planning.

John Bord
Customer Experience Consultant

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

Joy Langteau
Data Analytics Consultant

Joy has 36 years of utility industry experience in CX and CS with a focus on performance management, analytics, benchmarking, quality assurance, and marketing.

Karl Popham
Transportation Electrification Consultant

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

Pat Ricks
Vulnerable Customer Care 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.

Renee Wagner
Billing & Payment Consultant

Renee brings 37 years of utility industry experience to Chartwell in billing services, payment operations, financial performance, scheduling, and IT system integration.

Tim Hendren
Utility Transformation Consultant

Tim has 47 years in the utility industry, specializing in reliability, outage management, customer experience design, IT solutions, root cause analysis, and process improvement.

Tracie Boutte
Executive Services & Affordability Advisor

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

Victor Fleites
Business Continuity Consultant

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

Chartwell Services

Chartwell membership provides electric, gas, and water utilities across North America with access to unlimited industry research, benchmarking, peer networks and leadership programs focused on customer experience, digital transformation, operational excellence, resilience, utility innovation and more. Through membership councils, conferences and research publications and resources, utility professionals gain actionable insights and best practices to improve performance, engage customers, and address evolving industry challenges.

Learn more about our services