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
4 creative ways to gather customer data to improve CX
June 19, 2024
Research shows that survey response rates are declining. But that doesn’t mean voice-of-the-customer feedback is getting sparse. Here are four creative ways utilities can find value in unsolicited data sources to better listen to and understand what customers are discussing.
The energy assistance customer journey: Mapping and improving the experience for low-income customers
June 13, 2024
Join us to learn how you can use customer journey mapping to better understand the current customer journey and improve the low-income customer experience. We’ll discuss what everyone involved can do to make a difference, including utilities, agency partners, and customers.
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.