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Improving Customer Satisfaction Through Advanced Analytics and Data Strategies
In this webinar, Rajendra Acharya of Southern California Edison will explore how advanced analytics—including machine learning and hypothesis-driven approaches—can uncover actionable insights and d...
Smarter Authentication, Stronger Containment — Powered by Pindrop
This webinar will feature John Kusiak, IVR Product Owner at Duke Energy, sharing the company’s IVR transformation following Pindrop’s implementation. He will highlight enrollment growth since Octob...
How Business Customers Shaped Ameren Missouri’s Green Tarriff Pricing
In this webinar, Ameren Missouri will share how it designed the Renewable Solutions Program enrollment process to deliver value for both business customers and the utility. We’ll explore lessons le...
Industry and Consumer Trends: Chartwell’s Quarterly Review
Please join us for Chartwell’s quarterly round-up of recently published research and insights. This quarter we will feature FRESH research from three just-completed surveys: Chartwell's 2025 Reside...
KEYNOTE – Customer at the Heart: PG&E’s AI-Powered Customer Transformation
Pacific Gas and Electric Company (PG&E), winner of Chartwell’s Best Practices Award for Excellence in Customer Transformational Leadership, is setting a new standard in customer experience. With customers at the heart of everything they do, PG&E inspires 28,000 employees to build trust, anticipate needs, and exceed expectations. By integrating AI and advanced technologies, PG&E is reimagining operations, optimizing energy solutions, and advancing clean energy goals. Learn how this customer-first approach drives innovation, empowers employees, and strengthens engagement across the organization.
Speaker:
Tracie Bouttee, Executive Advisor, Chartwell, Inc.
Tracie L. Boutte currently serves as an Executive Advisor to Chartwell Inc. Before retiring from a 36-year career at Entergy Services, Inc., Ms. Boutte served in numerous executive roles including her most recent role of Vice-President of Customer & Business Operations where Boutte served as a key customer leader responsible for driving the evolution and transformation of Entergy’s Utility Customer Centric vision, strategy, and business priorities. As the Vice President of Customer Experience, she led the development and implementation of Entergy’s first customer experience practice including the focus on the customer’s end-to-end journey, voice of the customer research, customer data and analytics, design, development and promotion of customer products/services and customer channel management/migration to the digital experience. The new customer experience practice involved Boutte and her team to engage daily with cross-functional stakeholders in five operating companies to drive effective execution and consistently positive customer experiences. Boutte focused on influencing business leaders to effectively drive the business, engage the workforce, while keeping the customer front and center.
Additional executive leadership roles held by Ms. Boutte included the Customer Officer of the Incident Command team for Emergency Management, Vice-President Retail Strategic Planning, Vice President of Gas Distribution, and Vice President of Regulatory and Government Affairs
Ms. Boutte is an active community leader serving on several non-profit boards and industry associations. Boutte earned her bachelor’s degree in mechanical engineering from the University of New Orleans and her Master of Business Administration from Tulane University.
Vincent Davis, Senior VP, Customer Experience, Pacific Gas and Electric
Vincent leads the breakthrough strategy for all aspects of the customer experience and revenue operations from providing metering solutions to customer service and sales through final billing including the company’s diverse portfolio of programs and products servicing all customers. These functions are responsible for processing revenues totaling over $21 billion annually. With prior leadership roles in energy efficiency and demand-side management, he has more than 25 years of experience in the energy industry.
