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

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.

5 tips for creating an effective high-bill alert program

Dannah Moore, Lisa Schulte
August 30, 2022

High-bill alerts let your customers know when they’re likely to have a costly bill based on their energy usage. A well-designed high-bill alert program can reduce the number of calls your contact center receives from upset customers who have high energy bills.

The first five steps to a successful CIS implementation

Liza Minor, Lisa Schulte
July 26, 2022

Updating your customer information system (CIS) will affect nearly every employee and function within your utility. But a CIS project is more than just a technological change—it requires organizational and individual change. Learn about our recommendations to prepare for your CIS implementation.

Design emails and newsletters your customers will read

Lisa Schulte
May 26, 2022

Customers want emails from you but how can you make sure your emails stand out in their overflowing inboxes? Learn the best ways to design engaging emails and newsletters, see utility examples from E Source Energy AdVision, and benchmark your performance against Questline’s energy industry data.