By Russ Henderson, Research Manager – While communicating with customers during power outages can be challenging even under normal circumstances, the past year has presented the industry with several extraordinary challenges. 2017 was the costliest year on record for weather-related … View full story

Rebecca Harris, Research Analyst – Join us for this week’s webinar, Redesigning the Customer Payment Experience, to learn how Consumers Energy gained measurable results by redesigning its online billing experience. When Consumers Energy received customer feedback showing dissatisfaction in its payment … View full story

By Suzanne Haggerty, Research Manager — Southern California Edison, FortisBC, Hydro One, KCP&L and ComEd have taken the top honors in Chartwell’s 14th annual Best Practices Awards. Chartwell’s Best Practices Awards recognize excellence among electric and gas utilities with respect … View full story

By Suzanne Haggerty, Research Manager — Remember “movie day” in junior high and high school? When the teacher would wheel in the TV/VCR/DVD combo and you’d spend a glorious class period watching a Shakespeare production, historical documentary or science special? … View full story

By Noah Solomon, Senior Research Analyst – Collections are a hassle for customers and utilities alike. For utilities, collections can be frustrating and difficult, not only on the customer side but also in the back office. The collections process can be … View full story