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.

Content by this author

Achievements in Customer and Employee Experience: 2023 honorees

Lisa Schulte, Laurie Day
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

Lisa Schulte, Dannah Moore
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?

Lisa Schulte
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

Liza Minor, Lisa Schulte
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

Sara Patnaude, Lisa Schulte
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.