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.

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

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.

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.

Tim Melton
Senior Consultant

Tim has 33 years of utility industry experience in CX, customer complaint prevention and resolution, outage comms, low-income programs, and strategic partnerships.

Pat Ricks
Senior Advisor

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.

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.

Learn About Careers at Chartwell

On Our Blog

  • By admin
Utilities recognized with Chartwell’s 2022 Best Practices Awards
ComEd, Con Edison, Hydro One, PECO and SMECO have taken the top honors in Chartwell’s 19th annual Best Practices Awards. The awards recognize excellence...
  • 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...

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