CHARTWELL'S UTILITY ADVISORY BOARD
Great Minds Behind EMACS
The Advisory Council is comprised of utility leaders from the United States and Canada who guide the development of the annual EMACS conference as well as Chartwell’s overall research agenda.
Nancy Bui-Thompson
Director, SMUDMichael Sedlak
Sr. Customer Operations Supervisor, PSEG Long IslandTiffany Olverson
Manager of Revenue Recovery and Facility Damage, NiSourceDan Boatwright
Manager, Receivables and Collection Services, JEAVida Hotchkiss
Senior Consultant, Chartwell Inc.Coleen Acken
Sr. Project Manager, QuadientMichael Kaminski
Client Executive, QuadientAdrian Trollip
Project Delivery Manager, FortisBCMark Hynes
Project Business Lead, FortisBCKelly Kuhle
Senior Manager of Marketing, CPS EnergyJennifer Walls
Director, Fleet Mobility Services, City of AustinCarrin Tunney
Director, Technology and Architecture, DTE EnergyTomer Borenstein
Co-Founder & CTO, BlastPoint, Inc.Paolo Morra
Director of Customer Analytics, DTE EnergyNicole Bates
Customer Services Manager, Mount Pleasant WaterworksJason Casella
Marketing Supervisor, SMUDHeather Rodriguez
Principal Research Market Specialist, SMUDRia Canagon
Manager of Energy Efficiency Outreach, PSE&GSteve Conte
EV Project Manager, Electric Mobility, Eversource EnergySandy Buzzard
Product Manager, Duke EnergyLynne Petersen
Sr. Director Customer Experience and Customer Care, TEPLaura Jacobs
Sr. Manager of Customer Advocacy, CPS EnergyDenise Taylor
Director, Customer Care and Experience, TEPBill Thompson
Senior Director of Mobility, RightpointDrew Higgins
Senior Director of Products and Services, CPS EnergyScott Powell
Director, Corporate Communications, Manitoba HydroNicole Hopkins
Principal, Customer Centric Research and Innovation, TEPGabriel Núñez
Manager, Strategic Programs LCS, BGEGreg Ziolkowski
Senior Product Manager, Data Analytics, KUBRAMarc Ulrich
VP of Operational Excellence, SCEWyndle Young
Director of Customer Service and Government Infrastructure, OPPDValerie Williams
Senior Manager, VOC Program, Liberty UtilitiesRob Rohr
Billing Manager, Alectra UtilitiesJackie Robinson
Director of Customer Experience, DTE EnergyJesse Hernandez
Director of Equity, Community Strategy & Engagement, CPS EnergyKaren Myers
Product Development Leader, Duke EnergyLisa Cornwell
Product Manager, Duke EnergyAmanda Engel
Principal Product Manager, ExelonRichard Shaw
Manager, Financial Services, ComEdKirsy Veloz
Section Manager of Credit and Collections, Con EdisonScott Engstrom
Chief Customer Officer, GridXStacey Rosen-Sturgis
CX Insights and Strategy Sr. Advisor, Southern California EdisonAbraham Bhutt
Senior Vice President, Connected Experience, RightpointGreg Ziolkowski
Senior Product Manager, Data Analytics, KUBRAVincent Marinas
Data Scientist, Consumers EnergyRyan Keilen
Manager of Customer Data Analytics, Consumers EnergyAndrew Jones
Director of Customer Experience and Engagement, Duke EnergyJim Malcom
Chief Operating Officer, Apogee InteractiveApril Smith
Director, Client Services, BellomyElise Gould
Senior Director of Insights, Brand Strategy and Communications, SRPLisa Cagnolatti
Senior Vice President of Customer Service, Southern California EdisonKaren Apple
Electric Vehicle Program Manager, City of PhoenixCamila Martins-Bekat
Principal of Beneficial Electrification, TEPBurrell Kilmer
Manager of EV Strategy, SRPErica Borggren
VP of Customer Solutions, ComEdSteve Lopez
Senior Director Customer Strategy, SRPAndrea Belk Olson
CEO, PragmadikJamie Dunn
Senior Analyst, Strategic Research & Insights, Salt River ProjectRob Guderian
Manager, Market Analytics & Performance, Salt River ProjectDave Busby
Director, Advanced Analytics, BellomyApril Smith
Director, Client Services, BellomyBrad Cone
Sr. Product Owner, Duke EnergyKaren Sparling
Emergency Response Specialist, Crisis Management, Ameren IllinoisNatalie Staerkel
Sr. Marketing Specialist, ComEdMichele Ptaszek
Manager, Customer Education & Marketing, ComEdKevetta Snow
Project Manager, ExelonRobert Brnilovich
North America – Delivery Leader, SEWJoaquin Sebastian Peral
Enterprise Data Scientist, Advanced Risk Analytics, SDG&ECameron Carroll
Group Product Manager - Digital Innovation, SDG&EJosée Larocque
Manager, Media and Public Affairs, Hydro OttawaKathy Knoop
Manager, EV Stakeholder Solutions, General Motors EnergyJohn Bord
Senior Consultant, Chartwell, Inc.Jennifer Gary
Senior Consultant, Chartwell, Inc.Jim Malcolm
Chief Operating Officer, Apogee Interactive, Inc.Stephanie Gomez
Vice President of Marketing, ProcedureFlowKristen Goodman
Energy Assistance Outreach Lead, Consumers EnergyTaryn Sims
Vice President of Marketing, Insights and Customer Engagement, Duke EnergyDina Shearouse
Revenue Operations Manager, Consumers EnergyJason James
Compliance Officer, Link MobilityZach Trublood
Director of Utility Framework Services, Singular SecurityOwen O’Neill
Sr. Business Systems Analyst, AvangridPaulette “PJ” Gibson
IT Operations Excellence Lead - Billing, EversourceTammy Feegel
Lead Analyst – Application Development Customer Care, AvangridTodd Clement
Senior Product Manager, Notifi & KUBRA IQGreg Cahill
Principal Software Engineer, KUBRAAndrew Barrington
Manager, Products and Services, Avista CorporationMichael A. Sedlak
Sr. Customer Operations Supervisor at PSEG Long IslandSteve Brophy
Senior Consultant, Chartwell, Inc.Cherdell Singleton
Manager, Customer, Self-Service Technology, Salt River ProjectJackie Castrellon
Community Relations Program Manager, Salt River ProjectJeanne Showalter
Technical Billing Analyst, Consumers EnergyJackie Knight
Manager of Customer Billing, Consumers EnergyWilliam Raney
Partner: Copilevitz, Lam & Raney Law FirmPaul Watkins
CX Strategist, Message Broadcast by LINK MobilityJeff Rigby
Large Commercial & Industrial Segment Technical Consultant, Idaho PowerRob Robichaud
Key Accounts Specialist, New Brunswick PowerYolanda France
Manager, Midsize Business Management Team, Salt River ProjectSandra Alvarado
Lead Strategist, Market Segmentation & Growth, National GridZena Kavanagh
Indigenous Accounts & Payments Administration Manager, Manitoba HydroElizabeth Paulson
Customer Assistance Programs Manager, JEAAarian Smith
Manager, Customer Financial Assistance, ComEdJennifer Raley
Energy & Technology Programs Manager DSM, SMECOWahidah Timmons
Senior Training Specialist, Quality Training and Analysis, ComEdApril Evans
Senior Business Program Manager, Customer Care Strategy & Support, ComEdMousumi Bhakta
Residential Marketing - Brand, Marketing and Communications, National GridHeather Rodriguez
Principal Market Research Specialist, Sacramento Municipal Utility DistrictVanessa Greenlee
Principal Market Research Specialist, Sacramento Municipal Utility DistrictSusan Corbelli
Market Research & Analytics Supervisor, Sacramento Municipal Utility DistrictWendy Hines
Senior Business Analyst, ComEdJason Zola
Manager of Finance Operations, PECOLouis Debrino
Vice President, Customer Operations, PSEG Long IslandMark Van Name
Program Manager – Customer Data and Analytics, Con EdisonTom Rusin
Chief Executive Officer, HomeServe USAMichael Williams
Principal Manager, Business Operation, Business Customer Division, Southern California EdisonSeamus Gorman
Outage Management Systems Director, Central Hudson Gas & ElectricKevin Peterson
COO, DataCapableAbraham Bhutt
Lead, Connected Experience Solution, RightpointArul Thakkar
Principal Product Manager, ExelonPauline Marcou
Strategy & Growth Lead, BidgelyMeg Kendall
Manager, Customer Data Analytics and Research, Manitoba HydroJose Goncalves
Manager Energy Efficiency - Income Qualified and Education, DTEMegan Kilpatrick
SVP, Digital Experience & Research Operations, BellomyIsaiah Galano
Research Manager, BellomyKeith Steger
Supervisor, PECODavid Quin
Director, Customer Journey Experience, EntergyRebecca Lessem
Section Manager for Customer Operations, Con EdisonDi Soares
Project Specialist and Product Owner, Con EdisonChuck Layman
Business Development & Strategic Consultant, ACI WorldwideCarol Suhan
PowerSense Manager Service, FortisBCNicole Brown
Corporate Communications Advisor, FortisBCNicole Jezykowski
Director, Brand, Marketing & Communications, National GridDonna Mun
Director of Digital Experience, Advertising & Customer Research, Hawaiian ElectricLori Walker
Director, Strategy, BellomyKerry Lakatos-Hayward
Director, Customer Operations, Alectra UtilitiesPrabs Somala
Senior Manager, Southern California EdisonElaine Quon
Principal Manager, Southern California EdisonJennifer Neiswonger
Director, Customer Experience, Duquesne Light CompanyJeff Lojko
SVP, CX Transformation, Bank of AmericaKaren Ehrhardt-Martinez
Director of Behavioral Science and Customer Insights, ICFDwight Scruggs
Vice President, Business Development and Sales Leader, Cinch Home ServicesMelissa Seixas
State President – Florida, Duke EnergyErin Romo
Vice President, Utilities Vertical Lead, DoximTravis Murray
Assistant Vice President, Enterprise Alliances, Invoice Cloud, Inc.Sheila Pressley
Chief Customer Officer, JEAWes Ashton
Vice President of Customer Experience, Black Hills EnergyAngela Sanchez
Director of Billing Exceptions, Cash Processing, C&I Billing, Gas Transportation Programs, Printing & Inserting, and Energy Assistance, NiSourcePete DiSalvo
CEO & Co-Founder, DataCapableZac Canders
Co-Founder, DataCapableChris Norris
Digital Customer Experience & Services Lead, EvergyAgnes Y. Lugo-Ortiz
Customer Applications Specialist, Central Hudson Gas & Electric CorporationKristy Fleischmann Groncki
Manager of Strategic Programs, BGEStephanie Leach
Principal Business Analyst, BGEKeith Pierce
Senior Industry Analyst, Chartwell, Inc.John Zumbado
Senior Engineer, Georgia Power CompanyCasey Hollins
Managing Director of Communications and Public Relations, Rappahannock Electric CooperativeMatt Fiery
Product Owner, BGEGaby Turner
Senior Client Success Manager, KUBRAElisa Henry
Chief Operating Officer, Message BroadcastSandra Labib
Senior Consultant, Southern California EdisonBoyd Greene
Director, OncorBrad Umbrianna
Supervisor Customer Billing, M-Power Operations, Salt River ProjectLuis Lara
Senior Business Analyst, Southern California EdisonJay Malin
Ph.D., Managing Director, AGENT511Lindsay Washburn
Senior Digital Product Manager, Evergy, Inc.Donald Kagy
Sr. Project Manager, PGEShruthi Murthy
Grid Operations, IT manager, PGECaitlin Goold
Senior Customer Experience Specialist, PGEDaniel Séguin
Director, Communications and Public Affairs, Hydro OttawaWayne Boone
Principal, Alabama Power CompanyBrandon Lundy
Manager of AMI Mgmt. Systems, Alabama Power CompanySteve Hughes
Senior Director, Utilities Practice, InteractionsTim Hendren
Principal Customer Journey Consultant, Duke EnergyJacqueline Robinson
Director of Digital Experience, DTE EnergyLaura Storey
Outage Product Owner, Consumers EnergyChris Caldwell
Power Delivery Vice President, Georgia Power CompanyChandler Dunklin
Customer Success Manager, Chartwell, Inc.Amy Lester
Manager, Customer Research, Strategy and Strategic Projects, TECOMelissa Standing
Customer Outreach Specialist, PSE&GMarnie Messeri
Manager of Marketing and Advertising, PSE&GAndrea Stass
Manager of External Communications and Media Relations, Enbridge Gas IncLeanne McNaughton
Senior Communications and Media Relations Advisor, Enbridge Gas Inc.Suzanne Haggerty
Director of Customer Engagement and Insights, Chartwell Inc.Francis Sullivan
Campaign Manager, PGE&GPat Ricks
Senior Consultant, Chartwell Inc.Laura Strode
Product Marketing Specialist, Omaha Public Power DistrictSandra Webb
Customer Engagement Group Product Manager, SDG&EDan Linder
Cloud Office Strategy and Operations manager, SDG&EShiv Dayal
Principal Data Scientist, PG&ENash Zamzow
Principal Marketing Strategist, PG&EJustin Starks
Manager of Residential Products, PG&ERuss Henderson
Director of Research, Chartwell, Inc.Barbara Zickler
Regional Sales Director, PaymentusTerri Forbes
Regional Sales DirectorEric Clausen
VP Business DevelopmentSteve Waters
Director of Councils, Chartwell, Inc.Chris Hellmann
Research Manager, Chartwell, Inc.Lisa Gearhart
Director, Customer Experience Strategy & Solutions, Arizona Public ServiceScott Johnson
VP Emeritus, Chartwell, Inc.Stacey Bailey
Vice President, Chartwell, Inc.Seb Oran
Director, Customer Service, Hydro OttawaJennifer Montague
Senior Vice President and Chief Customer Officer, NiSourceTim Krall
Director, Customer Analytics, ExelonAbhay Gupta
Co-Founder & CEO, BidgelyAlissa Tambone
Manager of Customer Insights and ResearchSonia McCollum
Digital CX Manager, Southern CompanyRob Globocki
Director, Customer Care, Hydro OneAmanda Brittingham
Director, Customer Care, Ameren MissouriSid Arigapudi
Director of Digital Experience, DTE EnergyAlex Chiang
VP Customer Solutions & Experience, Manitoba HydroRichard Pickering
National Executive, KUBRADenise Richerson
Director of Customer Care and Customer Experience, Tucson Electric PowerMahala Johnson
Head of Product Management, ACI WorldwideChristian Griffin
Director of Marketing, NiSourceHanna Balla
Director of Customer Experience, NiSourceJames Perez
Product Owner, Digital Experience, Piedmont Natural Gas, Duke EnergyBill Joiner
Chief Strategy Officer, Message BroadcastStephanie Crockett
President and Chief Operating Officer, MowerBrian Lindamood
VP, Marketing and Content Strategy, QuestlineSheenam Arora
Director of Customer Technology, Salt River ProjectVince Faherty
Head of Energy Marketplace Partners, Industry Partnerships, GoogleJonathan Coons
Director of Marketing, EFIKristina McClenahan
Product Development Manager, Puget Sound EnergyScott Draeger, M-EDP
VP Customer Transformation, QuadientKaren Sparkman
Vice President, Customer Experience, Tampa Electric and Peoples GasJim Pratt
Chief Customer Executive, Salt River ProjectMonica Whiting
Vice President, Customer Experience, and Chief Customer Officer, Arizona Public ServiceGail Verderico
Marketing and Digital Communications Project Manager, Southern California EdisonKarl Popham
Senior Consultant, Chartwell, Inc.Stefanie Pritchard
Strategy & Support Manager, Customer Operations, Consumers EnergyMark Krieger
Director of Projects & Support, Customer Operations, Consumers EnergyJon Clark
Director of Revenue Operations, Customer Operations, Consumers EnergyBrian Lewis
Executive Director of Customer Operations, Consumers EnergyRyan Saiz-Buchanan
Technical Program Manager, Customer Interconnection Department, PNMSusan Gray
President & CEO, UNS Energy and Tucson Electric PowerJonathan Feld
Billing & Payments Project Manager, Con EdisonDeAnna Hardwick
Vice President Customer Success, CPS EnergyRaymond Joseph
Billing Delivery Operations Section Manager, Con EdisonJulie Pinkham 2
Marketing Manager, Chartwell, Inc.Julie Pinkham
Marketing Manager, Chartwell, Inc.Phil Fougere
Utilities Marketing ManagerJack Ukropina
VP of MarketingScott Benzie
Enterprise SolutionsJim Peterson
Chief Technology OfficerDavid Trias-Jordan
Supervisor, Central Customer Experience Day Center, Con EdisonTony Gardner
Vice President, Customer Experience, CenterPoint EnergyEd Anderson
Sr. Manager, CXT Technology, VistraPhil Gray
EVP of Corporate Development, InteractionsMatthew Neagle
Chief Operating Officer, PorchShaun Jackson
SVP Marketing, KUBRAMitch Young
Executive Director of Identity Risk Solutions, NeustarDoris Yon
Manager, VOC Strategy and Solutions, Southern Company GasJohn Hoggard
Principal, Global Utilities, QuadientRob Taylor
Senior Advisor Billing, Payments and Communications , FiservLaurie Busacca
Section Manager, Con EdisonDylan Walko
Business Support Specialist, PSE&GKatherine Cheney
Senior Market Research Analyst, Duke EnergyTom Kirkpatrick
Senior Vice President and Chief Customer Officer, American Electric PowerMegan Scheller
Senior Director of Customer Experience and Brand Strategy, Xcel EnergyMelissa Cosby
Director, CE Strategy & Service Excellence, TECONicole Swan
Manager of Billing Operations, PSE&GNatalie Piontek
Manager of Inclusion and Employee Engagement, LG&E/KU EnergyJudy Farnam
Manager of Customer Service, Ameren MissouriTomaso Gianelli
Key Account Manager, Georgia Power CompanyChris Jackson
Manager, Billing Support Services, JEAAlex Schott
Director of Customer Communications, ONE GasSean Vanslyke
CEO, SEMO ECVarun Nagaraj
COO, BidgelySusan Adam
Susan Adam, Manager of eCommerce, EntergyI.S. Dunklin
Director of Revenue, Chartwell, Inc.Cameron Cross
Senior Manger of Data & Engineering, West MonroeAmber Williams
Senior Marketing Specialist, BGEJamie Timm
Partner & VP of Program Management, WillowTreeEdward Stephens
Manager of Projects and Analytics, PECOAriella Cohen
Product Owner of Clean Transportation, National GridSuzanne Brienza
Director of Customer Experience & Utility Marketing, PSEGKevin Alexander
Market Research Analyst, Duke EnergyAaron Berndt
Head of Energy Industry Partnerships, GoogleRob Pinkasavage
Manager of VOC and Customer Engagement CenterPoint EnergyPeter Narog
Manager of Customer Insights Xcel EnergyStacy Kregg
Manager of Business Performance NJNGLaura Gillham
Vice President of Communications, Nova Scotia PowerTracie Boutte
Executive Advisor, Chartwell Inc.Jennie King
Principal Consultant, Chartwell Inc.Kristy Lovett
Sr. Manager Customer Solutions & Strategy, Customer Experience Ameren MissouriTim Melton
Senior Consultant, ChartwellAmy Halferty
Director, Market Research & VOC Strategy Duke EnergyChartwell Services
Chartwell has a wide array of membership and subscription service solutions that 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.
Tranzact is a utility-led benchmarking study that combines the results of post-outage transactional surveys from multiple utilities enabling them to compare their customers’ outage experience with peer utilities. Chartwell Advisory Services and Executive Services provide one-on-one coaching and leadership development with industry experts.
