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

Philip Dunklin
CEO

Philip founded Chartwell to provide objective research and identify best practice solutions to issues facing utility companies.

Scott Johnson
Vice President

Scott oversees research, events and customer engagement. He is an accomplished researcher and frequent speaker at utility industry conferences.

Stacey Bailey
Vice President

Stacey is responsible for business development, sales and marketing initiatives. She has an extensive background in data analytics and product management.

Tim Herrick
Director of Sales

Tim focuses on helping Chartwell clients realize the full value from Chartwell’s services.

I.S. Dunklin
Director of Revenue

I.S. oversees the marketing and sales departments for Chartwell. He has a background in strategy consulting for the utilities and telecommunications industries.

Russ Henderson
Director of Research and Councils

Russ directs Chartwell’s research, events and facilitated peer group networking. Russ is an experienced researcher and facilitator who speaks frequently at utility industry events.

Suzanne Haggerty
Director of Customer Engagement and Insights

Suzanne leads Chartwell’s customer engagement initiatives. She is an experienced writer, editor, and researcher with 10+ years of industry experience.

Steve Waters
Senior Research Manager

Steve manages Chartwell’s CX and Directors’ councils. He has over 20 years of utility industry experience in IT, Corporate Communications, and Marketing.

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.

Steve Brophy
Senior Consultant

Steve has 38 years of utility industry experience. He is well-versed in customer service and experience, digital analysis, distribution operations, and leadership.

Pat Ricks
Senior Advisor

Pat has 36 years of utility industry experience. CX and customer service, market research, storm response, and gas distribution operations are among his areas of expertise.

Learn about Careers at Chartwell

On Our Blog

  • By admin
BGE, Central Hudson Gas take home top honors in Chartwell’s 2022 outage awards
By Suzanne Haggerty, Director of Customer Engagement and Insights – Chartwell is excited to announce the winners of our 2022 Best Practices Awards in...
  • By admin
Text Analytics: CX Secret Sauce
By Lori Walker, Director of Strategy at Bellomy Research – Good customer experience is built on empathy. Creating strong connections with customers requires taking...
  • By admin
The Benefits of Open-Source Content Management Systems
By Laura Gousha, VP of Engagement at Mindgrub, an award-winning agency and consultancy on a mission to create technology that people love to use...
  • By admin
Five Reasons Your Customer Communications Aren’t Working 
By Layna Shuppert, Marketing Communications Manager with Message Broadcast – The murmurings begin on social media… neighbors checking with neighbors to see if their...

Chartwell Membership

Chartwell’s solutions can help your utility identify strategies to impact customer experience and operational efficiency. Chartwell’s Insight Center Membership provides timely and actionable benchmarks and insights, proven go-to-market strategies from leading utilities, and the support of our team of analysts. Our Leadership Councils provide a deep network of industry leaders who collaborate regularly on critical issues, sharing perspectives, advice, and solutions.

Learn more about Membership

Thanks for your interest!

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