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Chartwell, Inc. is a specialized information provider for the utility industry. We provide strategic research and facilitate issue-targeted forums for collaboration among industry peers. Our wide range of services ensures that our members have access to the best, most timely information available to make their business decisions.

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Engaged employees lead to better customer experience

Rebecca Harris, Research Analyst – According to Gallup’s most recent State of the American Workplace, companies with top quartile engagement have 10% higher customer metrics than companies with bottom quartile engagement. Yet only 33% of U.S. employees are engaged in … View full story

EMACS 2018 agenda is filled with billing and payment info

By Noah Solomon, Senior Research Analyst EMACS 2018 is right around the corner, and there is a lot to be excited about in Billing and Payment. On Tuesday, October 23, Yolanda France will discuss Salt River Project’s M-Power program, North … View full story

Learn how LG&E and KU improved customer satisfaction through more accurate estimated times of restoration

By Russ Henderson, Research Manager – Join us for next week’s webinar to learn how Louisville Gas & Electric and Kentucky Utilities have improved customer satisfaction by providing more accurate and timely estimated times of restoration (ETRs) to customers during … View full story

EMACS early bird deadline is approaching – register now!

By Suzanne Haggerty, Research Manager – Only six weeks to go until Chartwell’s 2018 EMACS – The Customer Experience Conference kicks off in Tampa on Oct. 22. With the early bird rate expiring on Friday, Sept. 14, we wanted to … View full story

EMACS 2018 attendees to learn how to prioritize employee safety in response to customer threats

By Allison Herdic, Industry Researcher – When customer threats occur, how can utilities respond to protect the safety of all employees? This important industry topic will be covered in detail by Tim Melton, Manager of Customer Commitment for Louisville Gas … View full story

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