Keynote – Balancing Business Concerns with Serving Customers in Need: A Fireside Chat
Join Lisa Cagnolatti, Senior VP for Customer Service at Southern California Edison, and Tracie Boutte, Chartwell Executive Advisor, for a “fireside chat” on pressing concerns for utility executives. They will discuss balancing business and resilience with serving financially struggling customers. Drawing from their industry experience, Cagnolatti and Boutte offer insights into the challenges utilities face. Discover effective strategies to serve customers in need while maintaining financial stability and resilience in a changing environment.
Tracie Boutte, Executive Advisor, Chartwell Inc.
Lisa Cagnolatti, Senior Vice President of Customer Service at Southern California Edison
Lisa Cagnolatti is senior vice president of Customer Service at Southern California Edison, one of the nation’s largest electric utilities. She is responsible for overseeing the company’s customer products and services, business and residential customer account management, customer billing and credit, contact center operations and competitive telecommunications business.Previously, Cagnolatti served as vice president of the Customer Service Operations Division and also vice president of the Business Customer Division before retiring from SCE in 2018.
She joined SCE in 1996 and has held a variety of duties with the company in a broad range of management positions. She previously was the director of the company’s call center operations, director of SCE’s billing, payment and credit activities, a region manager in SCE’s power delivery and construction organization and the manager of SCE’s rural district organization, which encompasses approximately 39,000 miles of territory and serves 150,000 customers, some of whom also get water and gas from SCE.
Before joining SCE, Cagnolatti worked 11 years with Southern California Gas Company in a variety of positions of increasing responsibility including account management, marketing, environmental policy and regulatory affairs. She also worked for two years at Procter & Gamble as a paper manufacturing team manager.
Since retiring from SCE, she has been an executive-in-residence at Arizona State University’s W. P. Carey School of Business.