ABOUT CHARTWELL

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
CEO

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
Chairman

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.

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.

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.

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.

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.

Heather Siebken
Senior Manager, Councils & Events

Heather has over 20 years of utility and private sector experience in leadership and product development, customer experience strategy, marketing, and communications.

John Burnap
Senior Consultant

John has over 40 years experience in emergency preparedness and response, risk assessment, and crisis communications, focusing on planning, training, and exercises.

Dennis Goodman
Senior Consultant

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

Learn About Careers at Chartwell

Industry News

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Top 20 Ways Utilities Use AI To Automate Billing and Collections Tasks
Utilities are continuing to implement Robotic Process Automation (RPA) to improve the efficiency and effectiveness of billing and collections. 👉 Case study: Nimble Approach...
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Key Components for Conducting Successful Hot Washes
By Russ Henderson, Director of Research Conducting prompt hot washes post-event is critical to a utility’s Emergency Management Improvement Process. Successful hot washes facilitate...
  • By admin
ETRs Can Improve Customer Outage Experience by up to 30%
By Ben Murdock, Senior Data Analyst How much does an Estimated Time of Restoration (ETR) really matter to customers during an outage? In the...
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Embracing Digital Channels in the Utility Sector
55% of customers who rated their utility a 5 out of 5 for ease of doing business would stay with their current utility if...

Chartwell Services

Our membership services can help enhance customer experience, strengthen resilience, and improve operational efficiency. Gain unlimited access to utility research, join peer networks, obtain post-event outage benchmarks, and develop leadership through a variety of membership options.

Learn more about our services