Lisa Schulte helps utilities improve their customer experience, customer care operations, and digital experiences with customer data and feedback. She spends her time writing reports, providing one-on-one guidance to utility members, and leading events like leadership councils, web conferences, and peer sharing calls. Lisa previously worked at a market research firm working with brands including Clorox, Kingsford, Burt’s Bees, Paulaner, and Disney Interactive. Lisa holds dual degrees from Colorado State University.
Lisa Schulte
Product Strategist, Customer Experience
Topical expertise
Chat
Customer engagement
Customer experience (CX)
Customer satisfaction
Customer transactions
Voice of the customer (VOC)
Mobile interactions
Content by this author
Achievements in Customer and Employee Experience: 2023 honorees
October 3, 2023
Happy CX Day! To celebrate, we’re honoring this year’s winners of the Achievements in Customer and Employee Experience—utilities that are creating excellent experiences for their customers and providing a supportive and engaging workplace for their employees.
Consider banking status when examining utility customer payment needs
August 15, 2023
Banking status affects how customers pay their bills and is an important demographic to consider when examining customer payment needs. Learn how banking status and income level affect utility customers’ payment behaviors and how utilities can offer equitable payment options to customers.
What are best practices for noting gender in customer accounts?
April 26, 2023
When a contact center representative (CSR) assumes a caller’s gender based on the sound of their voice, it can lead to confusion and poor customer service. Find out how to train your CSRs to be more gender inclusive and better support customers.
Why FCR is a valuable metric for utility contact centers
January 11, 2023
Large utilities, on average, are spending more than $2.3 million per year on repeat contacts. Learn how your utility contact center can reduce repeat contacts and save money by using a standard definition of first-contact resolution.
Achievements in Customer and Employee Experience: 2022 honorees
October 4, 2022
Happy CX Day! To celebrate, we’re honoring this year’s winners of the E Source Achievements in Customer and Employee Experience—utilities that are creating excellent experiences for their customers and providing a supportive and engaging workplace for their employees.