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

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.

Enter today to win a 2023 Achievements in Customer and Employee Experience award!

Lisa Schulte, Laurie Day
April 20, 2023

Each year we celebrate the great work utilities are doing to create excellent experiences for their customers and provide a supportive and empowering workplace for their employees. Tell us about your triumphs today for a chance to win a 2023 Achievements in Customer and Employee Experience award!

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.