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Connecting the Utility Industry to Solutions for Over 30 Years

Exclusively focused on electric, gas, and water utilities, Chartwell has provided actionable insights, collaborative problem-solving opportunities, and events to help utilities improve customer experience and operational efficiency for over 30 years!

 

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INDUSTRY NEWS: The Chartwell Blog

  • By Chartwell
Utility Affordability Has Become a Customer Experience Imperative
By Heather Siebken, Director, Councils & Marketing | 3-minute read For many utilities, affordability challenges are exposing how well the organization is aligned around...
  • By Chartwell
The Affordability Ecosystem Behind Utility Arrears
By Carisa Woolstenhulme, Arrears Management Consultant | 4-minute read Economic pressure changes the nature of collections work. During periods of economic disruption, including the...
  • By Chartwell
New Chartwell Guidelines Explore Training Excellence and All-Hazards Resilience
By Russ Henderson, Director of Research As utility risk environments become more complex, resilience depends on more than plans and procedures. It requires organizations...
  • By Chartwell
Utilities Discuss the Challenge of Building Buy-In for Business Continuity
By Russ Henderson, Director of Research As utilities continue to face a growing range of operational threats—from severe weather and cyber incidents to supply...
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Upcoming Webinars

The Utility Balancing Act: Reliability, Resilience, Affordability and Trust

Join Chartwell's Tracie Boutte and Carlos Torres for a preview…
Stakeholder Engagement: How Hydro One Builds Stronger Partnerships Before Outage

Emergency preparedness is strengthened long before a storm, wildfire, evacuation,…
Progress Over Perfection: OPPD’s Outage Communication & ETR Enhancements

Join Andrew Peacock, Manager of Customer Experience at Omaha Public…
The Tale of Two Storms: How Con Edison Quickly Pivoted Its Communications Strategy to Keep the Public Informed in Extreme Conditions

In this session, Con Edison shares how its team pivoted…
Exploring OPPD’s Customer Portal: MyOPPD

MyOPPD is Omaha Public Power District’s secure online platform that…

Chartwell Conferences

Chartwell conferences bring utility professionals together to explore real-world strategies, share peer insights, and learn from industry leaders shaping the future of customer experience and operations. Each event features a curated mix of case-study presentations, interactive panels, facilitated small-group discussions, and both structured and informal networking opportunities designed to spark collaboration and practical takeaways.

EMACS CONFERENCE

At EMACS, 400+ utility professionals gather for Chartwell’s flagship Customer Experience Conference, where they explore all aspects of the utility customer journey, share practical insights, and connect with leading service and solution providers.

POWERUP CONFERENCE

PowerUp brings together leaders and practitioners focused on operational excellence and resilience, offering a dedicated forum to explore all facets of outage communications, restoration, and emergency management.

Preview Research

  • Infographic
Utilities Work to Empower Customers With More Info, Digital Tools

This infographic shows insights from Chartwell’s 2026 Utility Industry Billing…
  • Webinar
Stakeholder Engagement: How Hydro One Builds Stronger Partnerships Before Outage

Emergency preparedness is strengthened long before a storm, wildfire, evacuation,…
  • Playbook
CX Maturity Assessment Playbook

Assess your organization’s customer experience maturity and identify the actions…
  • Case Study
Huntsville Utilities Expands Mobile App Into a Broader Customer Service Channel

Huntsville Utilities is leveraging its mobile app as a broader…

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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Industry Experience

Customers have access to Chartwell’s team, which has nearly 400 years of combined utility industry experience in: customer service, insights, business customer strategy, outage communications, marketing, operations, leadership, vulnerable customers, transportation electrification, and more.

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Chartwell Services

Our membership services can help enhance customer experience, strengthen resilience, and improve operational efficiency. Gain unlimited access to utility research, join peer networks, obtain post-event outage benchmarks, and develop leadership through a variety of membership options.

Learn more about our services