Chartwell can help you accomplish your goals. Our wide range of services ensures our members have access to objective insights and strategies to make smart and timely business decisions.
Utility Executive Challenges 2025: Navigating Transformation Across Diverse Utility Services
This engaging panel will address the transformational challenges across various utility services, including power and gas, now and in the years ahead. The discussion will highlight the strategic and operational challenges presented by the adoption of renewable energy, the integration of generative AI, and the enhancement of system resilience against emerging threats. Industry leaders will provide insights into navigating regulatory landscapes, caring for vulnerable customers, employing cutting-edge technologies, and improving engagement through data-driven innovations. This session is designed to equip executives with the strategies needed to adapt and thrive in an evolving utility landscape.
Panel Moderator:
Tracie Boutte, 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.
Panelists:
Robert Globocki, VP, Customer Experience and Billing Operations, Hydro One
Rob has a passion for winning with people and delivering results for business, customer and team with over 26 years of strong results in the energy industry and customer care business. His style is one that works collaboratively with those around him, while leading with strategy, creativity and a desire to make things better. From major operational and system overhauls, to complete team transformations, he has had a lead role in them all, seeing them to success, from concept to launch.
As the current leader of the Customer Experience and Billing Operation area, with 500 amazing employees on his team, he recently led the repatriation of the outsourced operation back into the Hydro One family. Since then, the area has seen historical highs in customer satisfaction and cost savings.
Rob is 5-time President’s Award winner at Hydro One, recognized for innovation, problem-solving and my ability to lead a team to successful execution, delivering best-in-class results.
