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Connecting the Utility Industry to Solutions

Exclusively focused on electric, gas, and water utilities, Chartwell provides actionable insights, collaborative problem-solving opportunities and events to help utilities improve customer experience and operational efficiency.

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EMACS: The Customer Experience Conference Returns October 26-28!

We are pleased to share that registration is now open for the 24th annual EMACS: The Customer Experience Conference. The conference will take place virtually October 26-28. We can’t wait to connect with you!

 

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Chartwell Members Benefit From

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Independent Research

Chartwell’s customer service focused research provides your utility with innovative information to improve customer satisfaction and operational efficiency.

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Industry Community

Council members have access to a rich network of industry peers who meet monthly to problem-solve and share strategies with the clear intent to be more effective and operationally efficient.

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Events & Webinars

Membership includes enterprise-wide access to over 30 webinars each year and discounted registration for EMACS, The Customer Experience Conference and Chartwell’s Outage Conference.

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“We see our membership as more like a partnership. Chartwell understands our business extremely well. The research they provide is easy to digest and their whole team is easy to work with. They’ve been able to help us identify innovations within our industry that need to be implemented, and then help us figure out exactly how to do that.”

Chartwell Member
– Director of Customer Care Operations

Preview Research

  • Report
2020 Communications Industry Benchmarks

According to Chartwell research, personalization and the expansion of digital…
  • Case Study
SRP Helps Customers Avoid Disconnections with Safety Net Program

The SRP Safety Net program allows any customer to designate…
  • Report
2020 Digital Experience Benchmarks: Channel Profiles

This report presents findings from Chartwell’s 2020 Digital Experience Industry…
  • Case Study
PNM’s Zero Emissions by 2040 campaign boosts awareness, support of objectives

In 2019, PNM made a commitment to become a zero-emissions…

Upcoming Webinars

Industry Benchmarks and Best Practices: Chartwell’s Q3 Quarterly Review

Date: Wednesday, September 22nd Time: 2 – 3 PM ET **As a member of Chartwell’s Insight Center, you have exclusive access to industry-leading content including benchmark reports, analysis reports, best practices case studies, proprietary survey data, frequent SME webinars and more. To register, log in using your Chartwell credentials then click the “register now” button up and follow […]

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New on the Blog

  • By admin
User experience is key to leveraging mobile apps for outage communications          
By Russ Henderson, Senior Research Manager – As customer service becomes more mobile-driven across industries, utilities increasingly see mobile apps as vital to the customer experience, including...
  • By admin
Six Characteristics of Award-Winning Outage Communications – Part Three: Metrics and Agility
By Russ Henderson, Senior Research Manager – In part one this three-part blog series, we discussed the importance of strategy and internal organization for...
  • By admin
Six Characteristics of Award-Winning Outage Communications – Part Two: Channels and Tactics
By Russ Henderson, Senior Research Manager – In last week’s blog, we discussed the importance of strategy and internal organization for building an exceptional...
  • By admin
Six Characteristics of Award-Winning Outage Communications Programs – Part One: Strategy and Organization
By Russ Henderson, Senior Research Manager – As I write, Hurricane Ida is barreling toward Louisiana, threatening a direct hit on Entergy, which last...
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Chartwell Membership

Chartwell’s solutions can help your utility identify strategies to impact customer experience and operational efficiency. Chartwell’s Premier Membership provides timely and actionable benchmarks and insights, proven go-to-market strategies from leading utilities, and the support of our team of analysts. Our Leadership Councils provide a deep network of industry leaders who collaborate regularly on critical issues, sharing perspectives, advice, and solutions.

Learn more about Membership