Chad Garrett advises organizations across the energy industry on strategies for improving customer relationships. He specializes in advanced analytics, which underlies his work in demand-side management (DSM) potential studies, customer segmentation, and distributed energy resource planning. In addition, Chad is an expert in account management, business contact center and B2B marketing strategy.

Chad has led the development of successful and groundbreaking software, data analytics, and market research products during his 10 years with E Source. He has focused on utilities and other heavily regulated industries throughout much of his career, including analyzing healthcare policy at the University of Southern Maine’s Muskie School of Public Service and working with Ryanair during the company’s rapid growth following European airline deregulation. Chad has led several start-ups in the nonprofit and private spheres, where his responsibilities spanned programmatic work, business development, volunteer coordination, and customer service. He holds a BS in economics from Bates College and an MS in energy economics from the Colorado School of Mines.

Content by this author

Using analytics to enhance the customer experience and predict satisfaction

Chad Garrett
May 16, 2023

Join us to learn how to develop a high-impact customer experience roadmap using an analytics-based approach to forecast how your efforts will affect your customer metrics. We’ll explain how E Source helped a utility client navigate an IT transformation without losing sight of customer satisfaction.

Beyond listening: Turning customer feedback into action

Chad Garrett
April 26, 2023

Utilities have an overwhelming amount of customer feedback available to them at all times through surveys, call transcripts, social media posts, focus groups, and more. But how are they to organize this mass of data and use it to create concrete improvements for customers?

Account management transformation for SMUD: Consulting case study

Chad Garrett
March 2, 2021

E Source Consulting Solutions assisted SMUD with the reorganization of their account management team to better suit business customers' needs and establish a customer-focused approach to product and service delivery.

What are best practices for developing customer personas?

Chad Garrett
March 19, 2019

In this Ask E Source answer, we share best practices for developing focused and broad customer personas within a utility.

Best practices for a successful VOC program

Chad Garrett
June 6, 2018

Utilities are striving for major customer experience improvement, but direct customer input is often a sidenote in their playbook rather than an integrated part of the strategy. This web conference highlights best practices when it comes to voice-of-the-customer (VOC) research.