The Affordability Ecosystem: Different Focus. Shared Mission. Stronger Together.
Utilities have traditionally managed billing and payments, vulnerable customer programs, and arrears management as separate functions. Yet customers experience these activities as a single journey across the meter-to-cash process. As affordability pressures and customer needs continue to evolve, utilities are finding greater success when these functions work together rather than operate in silos. This panel will explore how utilities are strengthening collaboration across billing and payment operations, vulnerable customer support, and arrears management to improve both customer outcomes and financial performance. Panelist will discuss how utilities are aligning people, processes, data, and policies across the customer lifecycle. Attendees will gain practical insights into how leading utilities are breaking down organizational silos, improving coordination across the meter-to-cash process, and creating stronger outcomes for customers and utilities alike.
Moderator:
- Steve Waters, Director of Councils, Chartwell Inc.
Steve Waters joined Chartwell in 2021 as a Senior Consultant with more than 20 years of energy industry experience at CenterPoint Energy in IT, Corporate Communications and Marketing. Steve’s responsibilities there included executive speechwriting, management of omni-channel communications projects, web content management, email marketing and marketing automation, social media, and content marketing. Since 2009, Steve has been a member of several Chartwell leadership councils include Outage Communications, Smart Grid, and Customer Experience. He currently brings his industry experience to connect Chartwell member utilities to energy solutions.
Panelists:
- Carisa Woolstenhulme, Senior Consultant, Chartwell Inc.
Carisa brings over 20 years of utility experience across credit, collections and customer operations, including 18 years leading Customer Credit Services at Salt River Project. She managed accounts receivable for more than $3 billion in electric revenue while maintaining bad debt well below 1%. Her expertise focuses on arrears management, customer affordability and practical solutions that improve outcomes for both utilities and customers.
- Renee Wagner, Senior Consultant, Chartwell Inc.
Renee Wagner is a recognized leader in the utility industry’s billing and payment space. With over three decades of experience, she brings deep expertise across billing operations, payment services, financial performance, and system integration. Renee is known for her strategic and operational leadership, helping organizations enhance efficiency, improve customer experience, and adopt data-driven and technology-enabled solutions. She currently leads the Billing & Payment Leadership Council, where she collaborates with industry peers to advance innovation and best practices across the utility sector.
- Pat Ricks, Senior Consultant, Chartwell Inc.
Pat Ricks joined Chartwell in October of 2021 as a Senior Consultant and has focused much of his time developing the framework for and now leading the Vulnerable Customer Leadership Council. Prior to joining Chartwell, Pat retired from Entergy in April of 2021 following a 36-plus-year career that included experience in electric and gas operations and engineering, customer innovation, commercial and industrial account management, smart grid strategy, customer research, and customer experience. Over the course of his 10 years in customer experience, Pat led the development of Entergy’s strategy and tactical programs designed to improve the company’s service to its vulnerable customers.
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