By Suzanne Haggerty, Senior Manager of Customer Engagement – Ah, November. Time for turkey, cranberry sauce, college football and arctic cold fronts. It’s not exactly the most relaxing prelude to the complexities of December, is it? As you’re shoveling snow, arguing … View full story

By Rachael Harper, Research Manager – Push notifications can provide a convenient, satisfying way of communicating with large numbers of customers. But without careful execution, they can also create highly dissatisfying experiences on a large scale. A recent experience of … View full story

By Russ Henderson, Senior Research Manager – During an outage of any size or duration, an estimated time of restoration (ETR) is by far the most important piece of information that customers want from their utility. Understanding customer expectations regarding … View full story

By Rebecca Harris, Data Analyst – Utilities are increasingly looking toward online marketplaces as an avenue to increase customer loyalty. Marketplaces are web-based stores offering energy efficient products, appliances, smart-home devices or other items. Through these stores, utilities are expanding … View full story

By Suzanne Haggerty, Senior Manager of Customer Engagement — Attendees at Chartwell’s 2019 EMACS – The Customer Experience Conference chose Hydro-Québec as the winner of Chartwell’s People’s Choice – Video Awards. Just like last year’s finalists, the 2019 finalists were … View full story